Common use case

The most common use case for Mindful Datastore looks like this:

1. When a call comes in to your ACD, you send a POST to Datastore via API before transferring the customer to Mindful for an offer.
2. Datastore holds on to that data and assigns the customer phone number as the primary key, or search key.
3. When a callback is returned from Mindful to your ACD, the ACD requests the data back from Datastore, using the customer phone number as the search key.
4. Datastore returns the data to the ACD.
5. You can then do as you wish with the data (agent screen-pop, reporting, routing decisions, readerboard stats, etc.).

Data Set Templates

Data Set Templates allow you to configure incoming customer data you would like to collect and define how long you would like that data to be retained for future access. Data Keys allow you to identify customer data that your Organization would like to collect and retain for lookup at a later time.

Add a Data Set Template

Quick access: Datastore > Data Set Templates.

1. Click Add Data Set Template. This takes you to the New Data Set Template page.

   
2. Name: Enter a name that will be recognizable to others in your Organization.
3. Description: Enter a description for the benefit of other Administrators.
4. Data Retention Period (Hours): Manually enter or use the up/down arrows to customize your Data Retention Period. You can retain data for 1 hour, or for up to 48 hours.
5. API Token: The system automatically generates your API Token.

   • If your API Token is already plugged into your routing logic, regenerating the token here will break that link. To re-establish the link, update your host with the new API Token. Contact Mindful Support for assistance from our Integration Engineers.

6. Template Data Keys: You can select from existing Data Keys already established in your system, or you can add new keys. The selected keys will filter out any submitted data that does not correspond to one of the configured keys, and will only retain submitted data that matches the configured keys.

7. Click Add Template Data Key. This opens the New Template Data Key modal window.

   

8. Click in the Manually Enter Data Keys field. If your Mindful Datastore instance contains existing Data Keys, select one from the dropdown list that appears. Alternatively, you can type the name of a new key in the field.

9. (Optional) If you plan to use a Cisco UCCE/PCCE integration:

   • Select the Add Keys for an Integration Type option.

   • Download the CTI Event Relay and CTI Event Relay Documentation files.

10. When finished, click Add. If you selected the Add Keys for an Integration Type option, all keys associated with that integration type will be automatically added to your Template Data Keys list. Your key now appears in the Template Data Keys list.

11. (Optional) To add more Data Keys to your Data Set Template, repeat the above steps.

12. When finished configuring your Data Set Template, click Save and you will be returned to the Data Set Templates page, where your new template will appear in the table in alphabetical order.

Edit a Data Set Template

Delete a Data Set Template

Quick access: Datastore > Data Set Templates

1. Click the Delete icon in the row of the Data Set Template you want to remove.
2. When prompted, confirm that you want to delete the item.

Clone a Data Set Template

If you want to create a template that is very similar to another, but with minor changes, use the Clone feature.

Quick access: Datastore > Data Set Templates

First, clone the Template

This is where you generate the duplicated (cloned) template.

Only the API Token is automatically changed when you create a cloned template.

1. Click the Clone icon in the row of the Data Set Template you want to duplicate. This opens the Clone Data Set Template "Template Name" modal window.
2. Name - Give your cloned template a new name to differentiate it from the original.
3. Description - Add a description for the benefit of other users.
4. Click Save when finished.

This is where you make the minor changes to your cloned template.

1. From the Data Set Templates page, click the Edit icon in the row of your cloned template. This takes you to the Edit Data Set Template page.
2. Name: You can change the name of the template.
3. Description: You can change the template description.
4. Data Retention Period (hours): You can change the number of hours that data is retained by the system. The range is 1 to 48 hours.
5. API Token: You may regenerate your API token here. If you choose to do this, click Regenerate Token.

   • If you regenerate your API token, you will need to work with a web developer to update the token on your host. If you do not complete this token update, the connection between your Mindful callback solution and the Mindful Datastore application will break, and data will not be collected via the app.

6. Template Data Keys:You can edit the template's Data Keys to customize your Data Set Template.

   • If you add, edit, or delete a Data Key, you will need to review your integration to make sure that your current list of keys matches the keys used in the integration. If you do not maintain current Data Key lists, the integration will break, and desired data will not be collected.

   • Add Data Keys to your template (select from the remaining Data Keys in your list or add a new key). Click +Add Template Data Key to do this.
   • Edit keys that you've already assigned to the template by adding or changing the Description or editing the Display Name. Click the Edit icon in the Actions column to do this.
   • Delete (un-associate) an existing key from your template. Click the Delete icon in the Actions column to do this.
   • Add integration-specific keys: Click +Add Template Data Key. On the New Template Data Key, ONLY check the option for Add Keys for an Integration Type. Download the related CTI Event Relay files. Click Add and the keys related to this integration will automatically be added to your list.

7. When finished, click Save.

Plug in the API for a Data Set Template

Quick access: Datastore > Data Set Templates

Plug in your Template's Data Set API

1. Click the Data Set API icon in the row of the Data Set Template you want to plug in to your routing logic. This takes you to the API Example for template "Template Name" page.
2. Snippet Type: Select your preferred snippet preview language from the dropdown. This automatically updates the Example Request Snippet fields so that they display the chosen language, to allow for a streamlined implementation.
3. Submit Data Request - POST: Preview the POST request.
4. Get Data Request - GET: Preview the GET response.
5. Example Request Snippet fields: Preview the code and copy the snippet for integration with your Mindful callback instance by clicking the Copy button.
6. When finished, click the Back icon.

Plug in your Integration-related Data Keys

Lookup Data Set

If you know your customer's contact number, you can look up their data set information.

Quick access: Datastore > Lookup Data Set

1. Enter your customer's contact number into the Search field.
2. Strike the Enter key or click Search. This returns all Data Sets associated with that phone number.

In this example, Sample Data Set Template and Sample Data Set Template 2 contain data associated with the same contact number. So, the search returned both Data Sets in the results.

Any data returned after that is related to the Data Key(s) assigned to the Data Set Template. In the previous example, the only extra Data Key on this Data Set Template is the customer's Phone Number.

Datastore API

All of the interactions between your ACD and Datastore will occur via API. The Datastore API provides an endpoint to post new data and another to retrieve data based on the customer contact number.

Learn more in the Datastore API documentation.

In the Mindful UI, you can find several important items related to the Datastore API:

• The full URL of each endpoint

• The API Token required for authentication

• Integration code examples

To view these resources, open the Data Set Templates page, then click the Data Set API icon in any row. To copy your API Token, click the clipboard icon or copy the value directly from this page.

On the Data Set API page, you can see several important pieces of information:

• Snippet Type - Select your preferred snippet preview language from the dropdown. This automatically updates the Example Request Snippet fields so that they display the chosen language, to allow for a streamlined implementation.
• Submit Data Request - POST - Preview the POST request.
• Get Data Request - GET - Preview the GET response.
• Example Request Snippet fields - Preview the code and copy the snippet for integration with your Mindful callback instance by clicking the Copy button.

Using the Datastore with Other Applications

It is possible to leverage the benefits of Mindful Datastore with other applications via the CTI Event Relay. To learn more, see Datastore CTI Event Relay.