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Pro-services are available for assistance. External databases and web services cannot be managed by Xima Support.

This external source is typically a database, CRM, or custom web service that contains information relevant to the caller or the call. When the Data Dip action is executed in the IVR, the system sends a request to that external service, awaits a response, and then uses the response data within the call flow.

In practical terms, a data dip makes it possible to look up information about a caller in real time. That information can then be used to influence routing decisions, display details to agents, or save values for reporting.

Examples include:

• Identifying a customer by phone number
• Checking an account number collected earlier in the IVR
• Routing calls based on values return from an external system

How Data Dip Works

A data dip in Xima CCaaS depends on an external web service. Xima does not connect directly to a raw database table or CSV file on its own. Instead, Xima sends a request to a configured API endpoint, including a bearer token for authentication and a JSON payload containing one or more lookup values. The external web service is responsible for receiving that request, searching the connected data source, and return a JSON response in the format Xima expects.

As an example:

• A call may arrive with the caller’s phone number available as a standard parameter
• Xima can send that number to the configured web service
• The web service may then search a CRM, database, or another external system for a matching record and return fields such as a customer name, assigned representative, language preference, VIP status, or region
• Xima can then use those return values as session parameters during the rest of the IVR flow

Requirements Before Creating a Profile

A Data Dip Profile requires an external web service to be prepared first. The required integration values include:

• API URL - URL endpoint where the Xima request will be sent to
• Bearer/Auth API Token - Used to authenticate the API request
• Parameter Key(s) - Identifiers (key-value pair) used as a lookup in the API request

The Xima request method is POST using the integration values.

POST https://<CRM>.com/api/phone_num
Authorization: Bearer <api_bearer_token>
Content-Type: application/json
...
{
	"key": "value",
	"another_key": "another_value",
	"phone_number": "0123456789",
}

curl  -X POST https://<CRM>.com/api/phone_num \
			-H "Authorization: Bearer <api_bearer_token>" \
			-H "Content-Type: application/json" \
			-d '{
			       "key": "value",
			       "another_key": "another_value",
	           "phone_number": "0123456789",
	        }'

The expected response from the web service is a JSON response. The data can then be used to display to an Agent during a live call or display in reporting like Cradle-To-Grave.

As an example:

{
	"parameters": {
		...
		"<key>": {
			"value": "<returned_value>",
			"displayToAgent": "<true/false>"
			"saveToDatabase": "<true/false>",
		},
		"<another_key>": {
			"value": "<another_returned_value>",
			"displayToAgent": "<true/false>"
			"saveToDatabase": "<true/false>",
		},
		"<phone_number>": {
			"value": "0123456789",
			"displayToAgent": "true"
			"saveToDatabase": "false",
		},
		...
	}
}

A Data Dip Profile does not by itself determine the business logic of the lookup. The profile tells Xima:

• Where to send the request
• How to authenticate
• Which values to send

The external web service determines:

• How the lookup is performed
• How records are matched/queried
• What data is returned
• Which values should be displayed or stored

Xima sends the lookup values, the service identifies the matching record and returns the result, and the IVR can then act on that returned information.

Accessing the Data Dip Profiles

1. Log into Xima CCaaS with an account that have Supervisor or Admin permissions
2. Navigate to Routing Configuration > Data Dip Profiles
3. The Data Dip Profiles can be viewed and managed from the popup

Building a Profile

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Creating a profile does not automatically change routing behavior; the profile must be assigned where it will be evaluated.

1. Select Add New Profile in the bottom-left of the modal
2. Name the profile
3. Configure the required inputs:
   1. API URL
   2. API TOKEN
   3. Request Parameters
      1. Each Request Parameter must have a key, type, and value that Xima will use to request from the external web service
   4. Timeout Duration
4. Annoucement and Processing Tone are optional audio for the Data Dip profile
5. Click Save on the bottom-right of the modal to save