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The Data Connector applet retrieves data from or sends data to Salesforce, an external web service, or a client's bespoke system. This data is then available in the form of a Data Source for use in subsequent applets in the interaction plan:
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Data retrieved by Data Connector applets is also available for use by Data Source Mappings. For information about Data Source Mappings, see Data Source Mappings. Data Source Mappings can subsequently make data available to Dashboards. For information about viewing mapped data source data in Dashboards, see Viewing mapped data source data in DashboardsReal-time Analytics.
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Vonage Contact Center uses account feature toggles to enable reading and writing of data in external sources other than Salesforce. This page describes the functionality available using the Salesforce and Web Service interfaces. For information about how to use the Data Connector with custom interfaces, please contact support. |
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Using the standard Salesforce interface, the Data Connector applet compares a single value that you specify—CLID, value in a previously found data source, or value entered in an IVR slot—to the value of a specified field of a specified object in Salesforce. If a match or matches are found, the applet retrieves the values of selected fields from the record or records and makes them available as Data Sources in the form Object Name | Field Name n. For example, you can configure the applet to use an account number stored in a data source to compare to the Account Number field of an Account object in Salesforce and find one or more records. If there is a match or matches, you can specify that the applet must retrieve data from the Customer Type field on the found record or records in Salesforce. For more information about retrieving data from Salesforce, see Retrieving data from Salesforce. If enabled for your Vonage Contact Center account, you can also create and update object records in Salesforce using the Data Connector applet—the applet uses the values you specify to populate the fields you choose, on the record you want to create or update. After a successful creation or update the applet makes the ID of the created or updated record available for subsequent applets in a data source. For information about creating or updating Salesforce records, see Creating a Salesforce record and Updating a Salesforce record. Salesforce Object Query Language (SOQL)Using the Salesforce interface you can use Salesforce Object Query Language (SOQL) to perform more complex queries to retrieve data from multiple objects, using multiple search criteria. You can retrieve almost any Salesforce data using any SOQL query that you can use in Salesforce itself. For information about using the advanced Salesforce interface, see Retrieving data from Salesforce using Salesforce Object Query Language (SOQL). You cannot create Salesforce records using SOQL. |
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Using the standard Dynamics 365 interface, the Data Connector applet compares a value in a previously found data source to the value of a specified field of a specified object in Dynamics 365. If a match or matches are found, the applet retrieves the values of selected fields from the record or records and makes them available as Data Sources in the form Object Name | Field Name n. For example, you can configure the applet to use an account number stored in a data source to compare to the Account Number field of an Account object in Dynamics 365 and find one or more records. If there is a match or matches, you can specify that the applet must retrieve data from the Customer Type field on the found record or records in Dynamics 365. For more information about retrieving data from Dynamics 365, see Retrieving data from Microsoft Dynamics 365. If enabled for your Vonage Contact Center account, you can also create and update object records in Dynamics 365 using the Data Connector applet—the applet uses the values you specify to populate the fields you choose, on the record you want to create or update. After a successful creation or update the applet makes the ID of the created or updated record available for subsequent applets in a data source. For information about creating or updating Dynamics 365 records, see Creating a Microsoft Dynamics 365 record and Updating a Microsoft Dynamics 365 record. |
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| Interface | List of available interfaces (in most cases just Salesforce and Web Service) | The interface to use to retrieve or send data. To interact with Salesforce, select Salesforce. |
| Interface Failure | List of available applets | The For most interfaces, the applet that the call is routed to if the applet cannot connect to the interface or the interface returns an error. For the Web Service interface, the applet that the call is routed to if the applet cannot connect to the external API. The Data Connector applet will try to connect to the API for 10 seconds before timing out. |
Action
(The availability and content of this section is determined by which interface you choose and the features enabled for your account.)
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