Data Router applet
Overview
Use the Data Router applet to dynamically route calls based on rules you define. The applet compares a data source value against a value and operator you specify; if the comparison is true, the call routes accordingly; if not, it routes to a set applet. You can base these decisions on data returned from Data Connectors, such as a Salesforce field value.
Managing rules
You can specify multiple rules; the call is routed to the applet of the first matching rule. Use the following actions to add rules:
Action | Description |
|---|---|
Add | Adds a new blank rule. |
Copy | Adds a new rule with the same settings as the rule you are copying. |
Rule limit
Each Data Router applet supports a maximum of 50 rules. To add more, select another Data Router applet in the If rule does not match, route to field on your 50th rule to chain them together.
Routing rules
Field | Options | Description | |
|---|---|---|---|
Data source | List of available data sources | Select the data source to use for the rule comparison. The list contains variables returned from all Data Connectors in the current call plan and any available IVR Slots, for example, all fields from a Salesforce record fetched by a Data Connector. Data Connector must precede Data Router If you are routing via information collected from a Data Connector, ensure the Data Connector applet appears earlier in the call plan than the Data Router applet. | |
Data type | List of available data types | Select the data type for the rule. The data source value is processed as this type when the rule runs, if the value is invalid for the selected type, the rule is skipped. Salesforce Formula fields not supported If you plan to route a call based on the value of a Salesforce field, the data type of this field cannot be Formula. | |
Operator Available operators vary by data type The list of Operators depends on the selected data type. For example, numerical types allow the Is greater than and Is less than operators, whereas string types do not. | Dropdown | Equals | The call is routed to the selected applet if the value of the selected Data source matches the Comparison value. For String data sources, the comparison is case insensitive. |
Not equals | The call is routed to the selected applet if the value of the selected Data source does not match the Comparison value. For String data sources, the comparison is case insensitive. | ||
Contains | The call is routed to the selected applet if the value of the selected Data source contains the Comparison value. The comparison is case insensitive. Contains is only available for String data sources. | ||
Does not contain | The call is routed to the selected applet if the value of the selected Data source does not contain the Comparison value. The comparison is case insensitive. Does not contain is only available for String data sources. | ||
Is null | The call is routed to the selected applet if the value of the selected Data source is null. Is null is only available for String data sources. | ||
Is not null | The call is routed to the selected applet if the value of the selected Data source is not null. Is not null is only available for String data sources. | ||
Starts with | The call is routed to the selected applet if the value of the selected Data source starts with the Comparison value. The comparison is case insensitive. Starts with is only available for String data sources. | ||
Is greater than | The call is routed to the selected applet if the value of the selected Data source is greater than the Comparison value. Is greater than is only available for Numeric data sources. | ||
Is greater than or equal to | The call is routed to the selected applet if the value of the selected Data source is greater than or equal to the Comparison value. Is greater than or equal to is only available for Numeric data sources. | ||
Is less than | The call is routed to the selected applet if the value of the selected Data source is less than the Comparison value. Is less than is only available for Numeric data sources. | ||
Is less than or equal to | The call is routed to the selected applet if the value of the selected Data source is less than or equal to the Comparison value. Is less than or equal to is only available for Numeric data sources. | ||
Is or is before | The call is routed to the selected applet if the time portion of the value of the selected Data source is equal to or before the time portion in the Comparison value. Is or is before is only available for Time data sources. | ||
Is or is after | The call is routed to the selected applet if the time portion of the value of the selected Data source is equal to or after the time portion in the Comparison value. Is or is after is only available for Time data sources. | ||
Comparison value | Text | The value for the rule. A combination of static text and data source references can be used. Comparing two data sources Type | |
Route to applet | List of available applets | The applet that the call is routed to if the rule matches. | |
If rule does not match, route to | List of available applets | The applet that the call is routed to if no rules match. | |