Settings nodes

Settings nodes change properties of the running conversation. They take effect immediately, report the change to the server and continue via Output.

Set Language

• Announcements, texts read aloud and boilerplates then come in the new language, and only agents with this language get the conversation.
• If the conversation is already waiting with a different language, the server redistributes it for the new language.
• Without a selected Language, the flow cannot be saved.

Typical use: A menu “Für Deutsch drücken Sie 1, for English press 2” with DTMF Character, followed by Set Language for each key.

Set Skill

The skill determines the queue and its limits, the announcements per skill, the callback limits of the Callback scheduler and the SMTP settings of Send Email. Without a selected skill, the flow cannot be saved.

Typical use: menu selection › Set Skill › Queue.

Set VIP Class

The VIP class moves the conversation forward in the queue, and the agent sees its color, see VIP classes. If a VIP class filter applies when the conversation is queued, the class of that filter applies.

Typical use: Database Read › Branch “premium customer?” › Set VIP Class › Queue.

Set Signaling Time

The value replaces the Signaling time of the skill.

Set Customer

For calls and chats, this is the name of the caller or sender; for incoming emails, the sender name. An empty name changes nothing.

Typical use: Enter the name that Database Read found for the number as %Customer.Name%.

Holiday closed, Out of business hours, Manual closed

Each of the three nodes has a check box with its name. When it is checked, the skill counts as closed for this conversation — for example on your own closing days that you read from a database.

• When the conversation is queued, it gets the corresponding state, and the Queue Exit Event reports Holiday closed, Out of business hours or Manually closed.
• The first value that such a node sets for the conversation applies; further nodes of the same kind and changes in the calendar no longer change it.
• When unchecked, the node does not open a closed skill.
• After each of these nodes, a path must lead to Queue.

The system functions IsHolidayClosed(), IsCalendarClosed() and IsManualOpenClosed(), by contrast, query the state of the skill itself, see Business hours and holidays.

Set Voice

Only in call flows.

The voice applies for the rest of the call: to all texts that are read out with Gender Default — in Text To Speech, Background Text To Speech, in media cases made from text and in the recognition nodes. Which voice speaks is set per language, see Languages.

Allow recording

Only in call flows. The node has no properties; it records that the caller has consented to a recording. You ask the caller the question yourself, for example with DTMF Character.

• Without consent, no recording captures the customer’s voice — neither from the flow nor from the agent or supervisor — and no transcription records what they say. Only the agent and other participants are then recorded.
• The consent also applies to a later callback or dial-in from the Virtual queue.
• It cannot be withdrawn in the flow.

Typical use: Announcement “May we record this call? Then press 1.” › DTMF Character › Character 1 › Allow recording › Queue.