Variables hold values as long as a conversation is in the flow: a customer number that was entered, the result of a database query, a counter. Each conversation has its own values; all paths and events of the same conversation see the same ones.
Custom variables
You create variables in the flow properties under Global Elements › Variables with “+”, each with a Name and a Type:
| Type | For | Initial value |
|---|---|---|
string |
text | empty |
int, long |
whole numbers | 0 |
float, double |
decimal numbers | 0 |
bool |
yes/no | false |
DateTime |
points in time | 01.01.0001 00:00:00 |
TimeSpan |
time spans | 00:00:00 |
- The Name must be unique within the flow, must not begin with a digit
and must not contain spaces or special characters. C# keywords such as
intorstringcannot be used. - There is no custom initial value. Values are set by the nodes Set Variables, Basic Math and Script code, by the recognition nodes and by Database Read.
- If the flow places a caller in the Virtual queue, myContactCenter remembers the values. When the customer calls again, they are available again in the Virtual call path.
- “–” on the row removes a variable.
Variables created by nodes
Some nodes create their variable themselves. It appears read-only in the list and disappears with the node; its name is derived from the node’s Display Name without spaces:
| Node | Variable | Type |
|---|---|---|
| DTMF Text, Digit sequence recognition | All_DisplayName, for example All_Kundennummer |
text |
| Value Recognition | ValueType_DisplayName, for example DateTime_Geburtsdatum; for ranges, two variables with _Start and _End |
depending on the value type, see Value Recognition |
| Speech To Text | DisplayName |
text |
| Database Read | DisplayName with one field per selected column: DisplayName.Column |
depending on the column |
Functions and system variables
- Functions are the flow’s own C# methods, see Code in flows.
- System variables are known to every flow without being defined: the caller’s number, the position in the queue, whether the skill is open, how many agents are free. The complete list is under Placeholders.
Placeholders
You insert variables, functions and system variables into texts and fields as
%Name%. What myContactCenter replaces there depends on where the placeholder
is:
| Where | Replaced |
|---|---|
| Texts: boilerplates the flow sends, texts for Text To Speech and Background Text To Speech, media cases made from text, Preferred agents in the call flow | the flow’s variables and functions, system variables, %RecognizedValue% and visible attached data — see Placeholders |
| Fields of the nodes: recipients, subject, names, phone numbers and all other inputs | only the flow’s variables (including %Name.Field%) and functions without parameters |
%RecognizedValue% is the value that DTMF Text or Value Recognition
last recognized in a call.
Attached data
Attached data belongs to the conversation and travels with it to the agent. The Attach data node writes one Key with the value of a variable per entry:
- The agent sees visible entries in the Attached data module; invisible ones are only used by the system.
- In later texts of the flow, a visible entry is available as
%KEY%. - For emails, myContactCenter attaches the subject itself as the entry
Subject.