We’re trying to pull customer data from our SQL database using the DBConnector action in a CXone Studio script. The connection file is set up and verified with a simple test query that works fine in the UI. However, when we run the actual lookup during a call, the result set is always empty.
Here’s the SQL we’re passing:
SELECT * FROM Customers WHERE CustomerID = '{CustomerID}'
The {CustomerID} variable is populated from the IVR input. I’ve checked the logs and the variable definitely has a value (e.g., ‘12345’). The DBConnector action returns a status of “Success” but the output collection is empty.
I’ve tried:
- Hardcoding the ID in the SQL (still empty)
- Using a different column name (still empty)
- Checking the connection file timeout settings (increased to 30s)
- Verifying the database user has read permissions on the table
The script logs show the DBConnector action executed without error, but no rows are returned. Is there something specific about how CXone Studio handles SQL parameters or escaping that I’m missing? We’re running on the CXone platform, not Genesys Cloud, so the API endpoints are different.
Any ideas on why the result set is empty even when the query should return data?