The following parameters can be reconfigured by a company administrator for service flows. For call-flow parameters, administrators must have the Service Numbers: Modify privilege. For email-flow parameters, administrators must have the Email Server Configuration: Modify privilege.
Note: Only parameters that have been defined by the creator of the service flow as user-configurable are displayed and configurable.
The following user-configurable parameters can be set:
| Parameter | Description |
| Area Code | The area-code group to match. This must be prefixed with a + symbol and a country code. |
Branch On Company Variable #
| Parameter | Description |
| Tag | The tag rule to match. |
Branch On Email #
| Parameter | Description |
| Match Value | The string to match. |
Branch On Number List #
| Parameter | Description |
| Match Value | The string to match. |
Branch On Time Range #
| Parameter | Description |
| Legacy Time Range | The time range to match. |
| Tag | The rule to match. |
Branch On Time Ranges #
| Parameter | Description |
| Time Range | The time-range rule to match. |
Callback Slot #
| Parameter | Description |
| DTMF Key To Select Call Slot | The DTMF key that the caller must enter to accept the call slot that has just been offered. |
| DTMF Key To Repeat Call Slot | The DTMF key that the caller must enter to repeat the announcement for the call slot that has just been offered. |
| DTMF Key To Hear Next Call Slot | The DTMF key that the caller must enter to hear the next available call slot. |
| DTMF Timeout | The timeout (in seconds) if no DTMF input is detected. |
| DTMF Timeout For Phone Number | The timeout (in seconds) if no DTMF input is detected for the caller’s phone number that they want to be called back on. |
| Maximum Retries | The maximum number of times a caller can retry entering the DTMF key. |
Check Call Type #
| Parameter | Description |
| Payphone Option | Whether or not the call is from a payphone number. |
| Mobile Number List | The list of mobile number prefixes to check against. |
| Country Code | The country code prefix to match. This will distinguish between national and international numbers. |
Check Option #
| Parameter | Description |
| Option | The Boolean value to match. |
Check Time #
| Parameter | Description |
| DateTimeInput | A string value to compare against the current date and time. |
Command Line #
| Parameter | Description |
| Command | A string value to match. |
| Arguments | An argument value to match. |
Compare Float #
| Parameter | Description |
| Value | A float value to match. This is usually a variable. |
| Match Value | The float to match. |
Compare Integer #
| Parameter | Description |
| Value | An integer value to match. |
| Match Value | The integer to match. |
Compare String #
| Parameter | Description |
| Value | A string value to match. |
| Match Value | A string to match. |
Connected To Agent #
| Parameter | Description |
| Hold Music | The name of the audio file (or address book) to play to the caller. |
Create External Number #
| Parameter | Description |
| Prefix Number | The prefix number to prepend. |
| Service Number Prefix Match | The service number substring to which the prefix is appended. |
| Service Number Digits | The service number offset length (how many digits from the right to the left of the called service number will be appended to the initial prefix number). |
| Result Number | The string variable to receive the result. |
Dial Contact #
| Parameter | Description |
| Outdial Number | The number to call. For example, sip:123@dest.com. |
| Calling Number | The number from which the call originates. |
Direct Call Dial Agent #
| Parameter | Description |
| A-Party Announcement | The audio file announcement to play to the caller if the agent is not busy before the call to the agent is made. For example, this might be a warning about the call being recorded. If required, multiple audio files (an address book) can be played. If an audio file is not specified, no announcement is played. |
| B-Party Announcement | The announcement to play to the agent when they answer the call, so that they are prepared and know how to answer. If required, multiple audio files (an address book) can be played. If an audio file is not specified, no announcement is played. |
Display In Agent Portal #
| Parameter | Description |
| Name | The name of the string to match. |
| Value | The value of the string to match. |
DTMF Menu #
| Parameter | Description |
| Prompt | The audio file announcement to play to the caller. If required, multiple audio files (a play book) can be played. |
| Tone Audio | The tone file to play to the caller after the audio prompt is played (before DTMF input). If an audio file is not specified but Play Tone is set to True, a “beep” is played. |
| Play Tone | Whether or not a tone is played after the audio prompt (before DTMF input). (True or False). |
| Timeout | The timeout (in seconds) if no DTMF digit is detected. |
| Repeats | The maximum number of times a caller can retry pressing the DTMF key. |
| Wrong Input Audio | The audio file announcement to play to the caller if they press an invalid DTMF key. This parameter can be set to User-configurable. |
| Wrong Input Repeats | The maximum number of times a caller can retry pressing the DTMF key if they press an invalid key. This parameter can be set to User-configurable. |
| Timed Out Audio | The audio file announcement to play to the caller if no DTMF key is detected within the timeout period. |
DTMF String #
| Parameter | Description |
| Prompt | The audio file announcement to play to the caller, prompting them to enter DTMF keypresses. If required, multiple audio files (a play book) can be played. |
| Play Tone | Whether or not a “beep” is played after the audio prompt is played (before DTMF input). |
| Number Of Digits | An optional number of digits to collect. |
| Termination Key | An optional termination key. For example, enter PIN followed by #. |
| Initial Timeout | The timeout (in seconds) if no DTMF digits are detected. |
| Inter-digit Timeout | The timeout (in seconds) between digits. |
| Timed Out Audio | The audio file announcement to play to the caller if the DTMF string is not collected within the timeout period. |
| Repeats | The maximum number of times a caller can retry entering the DTMF string. |
End Call #
| Parameter | Description |
| Cause | The reason why the call ended and the associated code (as an integer). |
| Cause – Select | The reason why the call ended and the associated code (as an enum). |
Execute Agent Command #
| Parameter | Description |
| Command | The command line that is executed. |
| Arguments | Command-line arguments. |
Inbound Call #
| Parameter | Description |
| Inbound Call | An optional variable in which to store the inbound call leg (the A leg) so that it can be accessed later on in the call flow, if required. |
| Calling Number | An optional variable in which to store the calling number so that it can be accessed later on in the call flow, if required. If the CLI is restricted, this is set to the value CLIR. |
| CLI Restricted | Whether or not the CLI is restricted. |
| Payphone | Whether or not this call is from a payphone. |
| Auto Answer | Whether or not calls are automatically answered. By default, calls are automatically answered. If auto answering is disabled (set to False), calls can then be answered when one of the following applies: -The Contact is specifically instructed to do so with an Answer Call node in the call flow -The called party answers the call -Prior to caller interaction (DTMF keypresses or speech-recognition). |
Join Email Queue #
| Parameter | Description |
| Queue | The email queue to join. |
Join Queue #
| Parameter | Description |
| Queue | The call queue to join. |
| Caller Priority | The priority of the caller in the queue. Repeat or frequent callers (callers that have attempted to call and have given up or callers who have previously spoken to an agent), callers who have been transferred, and callers who have overflowed from one group of agents to another can be set to have increased priority to accelerate their calls through the queue. Similarly VIP callers can be sent to the front of the queue, so that their calls are handled as soon as the next agent is free. |
| B-Party Announcement | The announcement to play to the agent when they answer the call, so that they are prepared and know how to answer. If required, multiple audio files (an address book) can be played. If an audio file is not specified, no announcement is played. |
Outdial #
| Parameter | Description |
| Outdial Number | The telephone number to which calls are directed. |
| Timeout | The ringing timeout (in seconds) if there is no answer from the destination. |
| Calling Number | An optional variable or literal to receive the calling number. |
Percentage Routing #
| Parameter | Description |
| Route Percentage | A value for the percentage. For example, a value of 1 denotes 10%. |
Play Announcement #
| Parameter | Description |
| Audio Filename | The name of the audio file (or address book) to play. |
Queue Chat #
| Parameter | Description |
| Queue | The chat queue to join. |
Queue Email #
| Parameter | Description |
| Queue | The email queue to join. |
Queue Status #
| Parameter | Description |
| Match Value | An integer value to match. |
Record Call #
| Parameter | Description |
| Record Percentage | The percentage of calls that are to be recorded automatically. To record all calls for the system (global call recording), you need to configure every Record Call node in every call flow that is used by the system to record 100% of calls. |
| Filename Format | The name and type of the recording file, in the format: <variable>-<variable>-xxxxxxx.wav where: <variable>-<variable>- are a list of (up to) seven variables used to identify the filename. The following variables can be used: date, from, to, queue, company, timestamp, and agent. Each variable must be enclosed in a < > angle bracket, and be separated by a hyphen. For example, <date>-<queue> xxxxxxx is text that is copied verbatim to the filename, for example, lovelyDay-. Verbatim text must be separated from other text or variables by a hyphen. For example, lovelyDay-<company>. .wav denotes the type of recording. An example recording filename format (that includes all of the available variables) might be: <date>-<from>-<to>-<queue>-lovelyDay-<company>-<timestamp>-<agent>.wav which might generate a recording filename such as: Thu Dec 21 2017-441134960000-01154960000-Queue 1-lovelyDay-CompanyA-1513857242079-secondAgent@agent.com.wav |
| Send to CRM | Whether or not call recordings are to be sent to the system’s in-built CRM database. |
| Send via SFTP | Whether or not call recordings are to be transferred to an external platform via Secure FTP (SFTP). |
| Destination Email Address | The email address to which call recordings should be sent, in the format local-part@domain, for example, jsmith@example.com. Up to 100 characters can be entered. Any unicode characters are allowed, including whitespace and accented letters. |
| Recording Announcement | An optional audio file announcement to play to the caller, informing them that their call will or may be recorded. |
REST Query #
| Parameter | Description | |
| URL | The URL for this HTTP request. | |
| Body | The body of the outbound HTTP request. | |
| Request Headers | Name | The name of the header in the HTTP request. |
| Value | The value to assign to the header. | |
| Integer Parameters | Path | The path of the integer variable. |
| Default | The default value of the integer variable. | |
| Float Parameters | Path | The path of the float variable. |
| Default | The default value of the float variable. | |
| String Parameters | Path | The path of the string variable. |
| Default | The default value of the string variable. | |
| Boolean Parameters | Path | The path of the boolean variable. |
| Default | The default value of the boolean variable. |
Route To External Destination #
| Parameter | Description |
| External Destination | The name of the external destination. |
| Ringing Audio | The audio file to play when a call is made to an external destination. If this is not specified, a default ringtone is played. |
| Ring on Outdial Started | Whether or not the default ringtone or audio (if provided) is played as soon as the outdial starts rather than when the call alert event occurs. |
Route To External Number #
| Parameter | Description |
| Number | The number of the external destination. |
| Timeout | The maximum number of seconds that the external number’s phone will ring for (the maximum waiting time to answer). |
| Ringing Audio | The audio file to play when a call is made to an external number. If this is not specified, a default ringtone is played. |
| Ring on Outdial Started | Whether or not the default ringtone or audio (if provided) is played as soon as the outdial starts rather than when the call alert event occurs. |
Set Agent Status #
| Parameter | Description |
| Agent PIN | The unique PIN that the agent must enter to authenticate their identity. |
| Status | The break reason to match. |
Set Company Variable #
| Parameter | Description |
| Tag | The global variable to set. |
| Value | The value to assign to the variable. |
Set Variable #
| Parameter | Description |
| Value | The value to assign to the variable. |
Simple JSON #
| Parameter | Description |
| Name | The string to set. |
| Value | The value to assign to the string. |
String Builder #
| Parameter | Description |
| Value | The string or integer value to assign to the string part. |
Survey #
| Parameter | Description |
| Question Timeout | The timeout (in seconds) if no speech or DTMF input is detected. |
| Repeat Question | The maximum number of times that the question is repeated before the answer is marked as invalid and the survey continues. |
| Survey | The survey to be carried out. |
| Call Proportion Number | The proportion of calls hitting this node instance that this survey should be applied to. |
| Minimum Call Time | The minimum talk time (in seconds) required before the call is considered for a survey. |
| Total Callers To Survey | The maximum number of callers to survey each day/in total before disabling the survey. |
| Survey Same Caller | Whether or not the same caller can be selected for the survey more than once. |
| Survey Same Caller After Days | The minimum number of days to elapse since the caller last called before they will be considered for this survey. |
| Survey Same Caller After Hours | The minimum number of hours to elapse since the caller last called before they will be considered for this survey. |
| Survey Transferred Callers | Whether or not callers who get transferred to a different queue after being connected to an agent are surveyed: 0 – Only non-transferred callers are surveyed 1 – Transferred callers are also surveyed. |
| Survey Start Audio | An (optional) survey pre-announcement to play. This is played before the caller has joined a queue (before any queue announcements). |
| Timeout Audio | The message to play to the caller if they do not give an answer within the Question Timeout period. |
| Invalid Answer Audio | The message to play to the caller if they provide an answer that is incorrect. The question is repeated. |
| After Survey Thanks Audio | An (optional) post-survey message to play to the caller thanking them for their participation. |
Templated Response #
| Parameter | Description |
| Sender CLI | The CLI of the SMS sender. |
VIP REST Query #
| Parameter | Description |
| Sender CLI | The CLI of the SMS sender. |
Voice Mailbox #
| Parameter | Description |
| Audio To Play | The name of the (optional) audio file (or address book) to play. |
| Play Tone | Whether or not a “beep” is played after the audio prompt is played (before voice or DTMF input). |
| End Silence Period | The timeout (in seconds) if no speech is detected. |
| Maximum Message Duration | The maximum length of the message that can be left (in seconds). |
| Minimum Message Duration | The minimum length of the message that can be left (in seconds). Any recording that is shorter than this is discarded rather than being stored or delivered. This filters out, for example, callers that reach voicemail, but hang up just after recording has started, without leaving a message. |
| Filename Format | The name and type of the recording file, in the format: <variable>-<variable>-xxxxxxx.wav where: <variable>-<variable>- are a list of (up to) seven variables used to identify the filename. The following variables can be used: date, from, to, queue, company, timestamp, and agent. Each variable must be enclosed in a < > angle bracket, and be separated by a hyphen. For example, <date>-<queue> xxxxxxx is text that is copied verbatim to the filename, for example, lovelyDay-. Verbatim text must be separated from other text or variables by a hyphen. For example, lovelyDay-<company>. .wav denotes the type of recording. An example recording filename format (that includes all of the available variables) might be: <date>-<from>-<to>-<queue>-lovelyDay-<company>-<timestamp>-<agent>.wav which might generate a recording filename such as: Thu Dec 21 2017-441134960000-01154960000-Queue 1-lovelyDay-CompanyA-1513857242079-secondAgent@agent.com.wav |
| Send to CRM | Whether or not call recordings are to be sent to the system’s in-built CRM database. |
| CRM Contact | The contact name in the CRM to which all call recordings are uploaded. This name must match the name that is configured in the CRM and is case-sensitive. |
| Send via SFTP | Whether or not call recordings are to be transferred to an external platform via Secure FTP (SFTP). |
| Destination Email Address | The email address to which call recordings should be sent, in the format local-part@domain, for example, jsmith@example.com. Up to 100 characters can be entered. Any unicode characters are allowed, including whitespace and accented letters. |