Data sources in Interaction Plans Manager

Data sources contain values associated with interactions; data sources have a name (also known as a 'key') and a value and are sometimes described as a 'key-value pair'. Vonage Contact Center can use the values in data sources for routing interactions.

In Interaction Plans Manager, destinations, interaction plans, and mappings can each have up to 20 data sources. The values of the data sources are set on associated interactions before being routed through an interaction plan. Interaction plans can be configured in Interaction Plans Architect to behave differently depending on the values.

For example, two destinations mapped to the same interaction plan may have different data source values. The interaction plan’s behavior may be determined by the data source’s value and therefore the destination through which an interaction arrives at the VCC account.

For information about configuration data sources in destinations, interaction plans, and mappings, see Using Interaction Plans Manager.

Data source hierarchy

If a single data source is set to different values by a destination and either the mapping, the interaction plan, or both, the value set by the destination takes precedence. If the data source is set to different values by the mapping and interaction plan, the mapping’s value takes precedence.

For example, if the destination's Language data source value is en-gb, the mapping’s Language data source is es-es, and the interaction plan’s Language data source is pl-pl, the Language data source on an interaction is set to en-gb.