The data access nodes are available in all types of flows.
Database Read
Reads one row from an external database into variables — for example the customer for the caller’s number from the CRM. You set up the connections under External databases.
The properties appear one after the other:
| Property | Meaning | Default |
|---|---|---|
| Connection Name | the connection | No Connection |
| Database Table | the table | Select table |
| Open filter editor | “…” opens the filter, see below | – |
| each column of the table | When checked, the column becomes a field of the variable DisplayName.Column, with the type of the column. |
off |
The filter determines which row is looked for. In the Filter window,
you build the condition from the columns of the table. As values, the
variables and system variables of the flow are available under
Flow variables; they appear as ?Name, for example ?CallerNumber.
Save applies a valid filter.
| Output | When |
|---|---|
| Success | A row matches. The selected columns are in the variables; empty fields result in the initial value of the type. |
| No Result | No row matches. |
- If several rows match, the first one that the database returns counts — in no particular order. Formulate the filter so that it matches exactly one row.
- If access fails, the administrators receive External database failure or SSH connection failure, and the flow follows its error behavior.
- The node needs the myContactCenter ExternalDatabase service on the computer running the Routing Service, see External databases.
Typical use: The filter compares the phone number column with
?CallerNumber. On Success, Attach data shows the agent the name and
customer number, and Preferred agents in Queue names the account
manager.
Attach data
Attaches values to the conversation that the agent sees in the Attached data module. Under Attached data, you create entries with “+”:
| Field | Meaning | Default |
|---|---|---|
| Key | the label of the row in the Agent | empty |
| Value | a variable of the flow; its value is taken over as text | No Variable |
| Position | the order in the Agent | 0 |
| Visible | The Agent only shows visible entries. | on |
- A key that the conversation already has gets the new value. The node skips entries without a key or without a value.
- Values that begin with
http://,mailto:,tel:orapp:become links in the Agent — for example directly to the customer in the CRM. - In later texts of the flow, a visible entry is available as
%KEY%. - If the Value is not a variable of the flow, the flow cannot be saved.
Typical use: Attach the customer number from DTMF Text and the name from Database Read, plus an entry “CRM” with a variable that contains the customer’s address in the CRM.