The Data Router applet makes dynamic routing decisions. The applet compares a value held in a data source (or interaction property) with a value that you specify in the applet, using the operator that you also specify in the applet. If the comparison is true, then the applet routes the call accordingly. If the comparison is not true, the applet routes the call elsewhere. You can use the Data Router applet to route calls based on information returned from Data Retrievers earlier in the call plan, for example, route the call based on the value of a Salesforce field.
You can specify multiple rules; the call is routed to the applet of the first matching rule.
Operators
The list of Operators depends on the type of the selected Data Source. For example, numerical types will allow the Is Greater Than and Is Less Than operators, whereas string types will not.
Data Router Settings
| Field | Options | Description |
|---|---|---|
| Data Source | List of available Data Sources | The Data Source dropdown typically lists the properties returned from all the Data Retrievers in the current call plan. For example, if the call plan has a Data Retriever configured to fetch a Salesforce record, the dropdown will contain entries for the Salesforce object fields. The call plan must be configured such that the Data Retriever applet occurs earlier in the call plan than the Data Router applet - this is to ensure that the selected Data Source is populated with data before the Data Router is executed. |
| Operator | Equals | Call is routed to the selected applet if the value in the Data Source matches the Comparison Value. |
Is Null | Call is routed to the selected applet if the value in the Data Source is null. Is Null is only available for string data sources. | |
Starts With | Call is routed to the selected applet if the value in the Data Source starts with the Comparison Value. Starts With is only available for string data sources. | |
Is Greater Than | Call is routed to the selected applet if the value in the Data Source is greater than the Comparison Value. Is Greater Than is only available for numeric data sources. | |
Is Less Than | Call is routed to the selected applet if the value in the Data Source is less than the Comparison Value. Is Less Than is only available for numeric data sources. | |
Is or Is Before | Call is routed to the selected applet if the time portion of the value in the 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 | Call is routed to the selected applet if the time portion of the value in the 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 Type | Fixed Value | Fixed Value indicates that the Comparison Value is a literal value which must be specified. |
| IVR Storage Name | IVR Storage Name indicates that the Comparison Value is the value of the data held in an IVR Slot. | |
| Comparison Value | Text or list of available IVR slots | If the Comparison Type is configured to Fixed Value, then the literal value for the rule must be specified. If the Comparison Type is configured to IVR Storage Name, then the IVR Slot containing the value must be selected. |
| 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. |
