Change Variable Type
This node type allows the conversion of a variable value from one type to another.
This node type allows the conversion of a variable value from one type to another.
Note: Only one variable type can be set for the From parameter. However, one or all of the variable types for the To parameter can be set. So, for example, a phone number could be converted to a string and also to an integer or another phone number, if required.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| From | 1 | ||
| Integer | 0 or 1 | Integer | The integer variable to convert. |
| String | 0 or 1 | String | The string variable to convert. |
| Phone Number | 0 or 1 | Phone number | The phone number variable to convert. |
| To | 1 | ||
| Integer | 0 or 1 | Integer | The integer variable into which the From variable is converted. |
| String | 0 or 1 | String | The string variable into which the From variable is converted. |
| Phone Number | 0 or 1 | Phone number | The phone number variable into which the From variable is converted. |
The following branches can be taken:
| Branch | How many? | Description |
| Success | 1 | The branch to take if the conversion succeeds. |
| Failed | 1 | The branch to take if the conversion fails. |
Check Option
This node type allows branching based on a Boolean value.
This node type allows branching based on a Boolean value.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Option | 1 | Boolean | (Mandatory) The Boolean value to match. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
The following branches can be taken:
| Branch | How many? | Description |
| On | 1 | The branch to take if a specific Boolean is matched. |
| Off | 1 | The branch to take if no other branches match. |
Command Line
This node type causes an arbitrary command to be run on an agent’s Windows PC when they are presented with a call. Typically, this might open up a CRM client or a web page with the caller’s details.
This node type causes an arbitrary command to be run on an agent’s Windows PC when they are presented with a call. Typically, this might open up a CRM client or a web page with the caller’s details.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Command | 1 | String | (Mandatory) A string value to match. This is usually a literal. This parameter can be set to User-configurable. |
| Arguments | 0 to 20 | String | (Mandatory) An argument value to match. This is usually a literal. This parameter can be set to User-configurable. |
The following branch can be taken:
| Branch | How many? | Description |
| Continue | 1 | This branch is always taken. |
Compare Float
This node type allows branching based on a floating point value.
This node type allows branching based on a floating point value.
To branch on a specific float value, you need to add an optional branch by right-clicking on the node name and selecting Add “Match” Branch.
To set the branch parameters (branch name, match type and match value), select the new branch by left-clicking on the branch.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Value | 1 | Float | (Mandatory) A float value to match. This is usually a variable. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
The following branches can be taken:
| Branch | How many? | Type | Description |
| Match | 1 to 50 | The branch to take if a specific float is matched. | |
| Match Type | Enum | The type of match: Equal to, Less than or Greater than. | |
| Match Value | Float | The float to match. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. | |
| No Match | 1 | The branch to take if no other branches match. |
Compare Integer
This node type allows branching based on an integer value.
This node type allows branching based on an integer value.
To branch on a specific integer value, you need to add an optional branch by right-clicking on the node name and selecting Add “Match” Branch.
To set the branch parameters (branch name, match type and match value), select the new branch by left-clicking on the branch.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Value | 1 | Integer | (Mandatory) An integer value to match. This is usually a variable. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
The following branches can be taken:
| Branch | How many? | Type | Description |
| Match | 1 to 50 | The branch to take if a specific integer is matched. | |
| Match Type | Enum | The type of match: Equal to, Less than or Greater than. | |
| Match Value | Integer | The integer to match. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. | |
| No Match | 1 | The branch to take if no other branches match. |
Compare String
This node type allows branching based on a string value.
This node type allows branching based on a string value.
To branch on a specific string value, you need to add an optional branch by right-clicking on the node name and selecting Add “Match” Branch.
To set the branch parameters (branch name, match type and match value), select the new branch by left-clicking on the branch.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Value | 1 | String | (Mandatory) A string value to match. This is usually a literal. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
The following branches can be taken:
| Branch | How many? | Type | Description |
| Match | 1 to 50 | The branch to take if a specific string is matched. | |
| Match Type | Enum | The type of match: Equal to, Starts with, Ends with or Contains. | |
| Match Value | String | The string to match. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. | |
| No Match | 1 | The branch to take if no other branches match. |
Display in Agent Portal
This node type allows customised information (supplied via an API) to be displayed in the Agent Portal when a call is in progress.
This node type allows customised information (supplied via an API) to be displayed in the Agent Portal when a call is in progress.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Values | 0 to ### | Optional customised information to display to agents | |
| Name | 0 or 1 | String | The name of the string to match. This parameter can be set to User-configurable. |
| Value | 0 or 1 | String | The value of the string to match. This parameter can be set to User-configurable. |
The following branch can be taken:
| Branch | How many? | Description |
| Success | 1 | This branch is always taken. |
Fax Detection
This node type allows branching based on whether or not a fax is detected.
This node type allows branching based on whether or not a fax is detected.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Timeout | 0 or 1 | Integer | The timeout (in seconds) if no fax is detected. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
The following branches can be taken:
| Branch | How many? | Description |
| Fax Detected | 1 | The branch to take if a fax is detected. The node can then perform an outdial to a fax service. |
| No Fax Detected | 1 | The branch to take if no fax is detected. |
Set Agent Status
This node type enables an agent to log in to their user account and change their status by dialling into the IVR and entering a PIN to identify themselves. This might be used if there is no internet access for some reason.
This node type enables an agent to log in to their user account and change their status by dialling into the IVR and entering a PIN to identify themselves. This might be used if there is no internet access for some reason.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Agent PIN | 1 | String | The unique PIN that the agent must enter to authenticate their identity. This parameter can be set to User-configurable. |
| Status | 1 | BreakReason | The break reason to match. This parameter can be set to User-configurable. |
The following branches can be taken:
| Branch | How many? | Description |
| Success | 1 | The branch to take if the agent changes their status successfully. |
| Fail | 1 | The branch to take if the PIN or status is not matched. |
Set Variable
This node type allows the simple assignment of values to call-flow variables.
This node type allows the simple assignment of values to call-flow variables.
Note: If required, the value parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Integers | 0 to 20 | ||
| Variable | Integer | The variable to set. | |
| Value | Integer | The value to assign to the variable. This parameter can be set to User-configurable. | |
| Strings | 0 to 20 | ||
| Variable | String | The variable to set. | |
| Value | String | The value to assign to the variable. This parameter can be set to User-configurable. | |
| Booleans | 0 to 20 | ||
| Variable | Boolean | The variable to set. | |
| Value | Boolean | The value to assign to the variable. This parameter can be set to User-configurable. | |
| AudioFiles | 0 to 20 | ||
| Variable | Boolean | The variable to set. | |
| Value | Boolean | The value to assign to the variable. This parameter can be set to User-configurable. | |
| AudioFiles | 0 to 20 | ||
| Variable | AudioFile | The variable to set. | |
| Value | AudioFile | The value to assign to the variable. This parameter can be set to User-configurable. | |
| TimeRanges | 0 to 20 | ||
| Variable | TimeRange | The variable to set. | |
| Value | TimeRange | The value to assign to the variable. This parameter can be set to User-configurable. | |
| AreaCodeGroups | 0 to 20 | ||
| Variable | AreaCodeGroup | The variable to set. | |
| Value | AreaCodeGroup | The value to assign to the variable. This parameter can be set to User-configurable. | |
| NumberLists | 0 to 20 | ||
| Variable | NumberList | The variable to set. | |
| Value | NumberList | The value to assign to the variable. This parameter can be set to User-configurable. |
The following branch can be taken:
| Branch | How many? | Description |
| Success | 1 | This branch is always taken |
String Builder
This node type concatenates a set of strings and integers.
This node type concatenates a set of strings and integers.
The resulting string variable contains input values from call-flow variables that have either been defined as parameters for previous nodes in the call flow or added as new call flow variables for this node type. If required, each value can be URL-encoded.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Result String | 1 | String | The string variable to receive the result. This is the final output string. |
| String Parts | 0 to 30 | ||
| String | The string or integer value to assign to the string part. Note: If you set a string or an integer value for previous nodes in the call flow, they will be enlisted and used as inputs in this node too. However, if someone tries to create a variable in this node (other than that of the final output string), it will be of type string (not integer). Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. | ||
| URL Encoding | Enum | Either NONE or URL ENCODE. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
Templated Response
This node type triggers either a templated email response or a templated SMS response from within a call flow.
This node type triggers either a templated email response or a templated SMS response from within a call flow.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Template | 1 | Template | The template to use in the response. Note: Only templates that are non-editable are available for use in the node. |
| Sender CLI | 0 or 1 | String | The CLI of the SMS sender. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
VIP REST Query
This node type is a map start point and will run when Contact receives a REST query from a customer-service agent or an external platform such as a CRM database, querying whether or not a caller should be handled as a VIP (a priority value has been set for the inbound number).
This node type is a map start point and will run when Contact receives a REST query from a customer-service agent or an external platform such as a CRM database, querying whether or not a caller should be handled as a VIP (a priority value has been set for the inbound number).
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Inbound call | 1 | CallLeg | The variable to store the call leg for the received REST query. |
| URL | 1 | String | The unique identifier for the received REST query. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
| Priority | 1 | Integer | The variable in which to store the priority value. |
The following branches can be taken:
| Branch | How many? | Description |
| Next | 1 | The branch to take to continue. |
| Failed | 1 | The branch to take if the REST query failed. |