Global variables are company-wide system values that configure how calls are handled in a company’s services. These variables, like customer numbers or called numbers, can be adjusted through the web portal.
If the web portal is inaccessible, these values can still be updated within the call flow. For instance, a message can be played or calls can be redirected to another number if the call centre is offline, after an administrator contacts the system to enable or disable the variable.
Note: Before adding a global variable, you should have already created a call flow in Routing Flow Editor that uses a Branch On Company Variable node for which you have defined a tag. If the global variable is enabled and the web portal is unavailable, the node looks up the tag in the database for your company and uses it to see what to do. |
Add a Global Variable #
- In the menu bar click Call Handling > Global Variables to see a list of available global variables
- Click Add
- Enter a mandatory name (up to 100 characters) of the global variable
- The name must be unique within your company
- Enter the mandatory Tag that matches to the rule for the global variable (between 6 and 250 characters)
- Enter a brief description (up to 250 characters) if required
- To enable the global variable, tick the Active checkbox
- Click Add
- The Global Variable will be created
Edit an existing Global Variable #
- In the menu bar click Call Handling > Global Variables to see a list of available global variables
- Select the relevant global variable
- Reconfigure the name, tag and/or description as appropriate
- Click Save Changes
- The global variable will be updated
Delete a Global Variable #
- In the menu bar click Call Handling > Global Variables to see a list of available global variables
- Select the relevant global variable
- Click Delete
- Click Yes to confirm
- The global variable will be deleted
Enable a global variable #
- In the menu bar click Call Handling > Global Variables to see a list of available global variables
- Select the relevant global variable
- Tick the Active checkbox
- The global variable will be enabled
Definitions #
- Name: The name of the global variable.
- The name must be unique within your company
- Tag: The tag that matches to the rule for the global variable, as defined in Call Flow Editor.
- The tag can be anything but you can only use the characters a to z, A to Z, 0 to 9, _ (underscore) and – (dash). For example, EMG_DSTR.
- Description: A brief description of the global variable.
- For example, Enabled emergency disaster routing.
- Active: Whether or not the global variable is enabled.