Setdb

Selects a specific database provider.

You can also use Setdb to:

  • Change the timeout allowed for query actions. The default timeout is 120 seconds. If you have a query that is expected to take longer than this, you can adjust the timeout accordingly. When a query action times out, the normal response is to resubmit the action to the provider. This may cause undesirable results if the first query is still processing. Typically, the timeout should only expire due to network related problems.
  • Check the condition of a database provider. The Not Available branch condition will be triggered when the selected database provider is not connected to CXone, due to maintenance or network failure. In this case, you can avoid processing query actions that will fail.

Dependencies

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

Input Properties

These properties define data that the action uses when executing.

Property

Description

Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

GroupName

The name of the DB Connector group as configured on the ACD > ACD Configuration > DB Connectors page in CXone.

This property is case sensitive. Enter the database provider name, not the Service name. The Service name is used when you set up your database provider.

TimeoutSec

The maximum number of seconds to wait for a query to process. The default is 10.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
NotAvailable Path taken when the selected database provider is not connected to CXone.