Name: This is the name of the business function. Changing the default name of the BF is not required.
Variable Name: Enter a name for the variable. Use a name that describes what the variable is referencing. For example, if the variable is referencing a Company, you can name the variable, "Company". The text entered for the Variable Name will appear inside the BF shape placed in your application.
Source: This is the source of the value. From the dropdown menu, select one of the options:

Value – The value for the variable is literal or refers to the day of the week, language, call priority, or queue.

  • Literal – The value for the variable is literal, it is very specific like a text string, number, alphanumeric string, etc. This can be any static alphanumeric value.
  • Day of the Week List – The value for the variable is a day of the week (Monday to Sunday). For example, if the Variable is "Day of Week", with a New Value of "Tuesday", the value reference for the call flow becomes "day of week = Tuesday". Therefore, if a call is received on a Tuesday, the IVR transfers the caller to the specified queue, however, if a call is received on a day other than Tuesday, the IVR transfers the caller elsewhere.
  • Language List – Indicates the language of the IVR. The value for the variable is one of the following languages: English, French, or Spanish. For example, if the Variable is "Language", with a New Value of "English", the value reference for the call flow becomes "Language = English". In the instance the variable is used with Key Pressed on Hold, with the variable name and value of "Language = English," the caller will be transferred to the appropriate English queue depending on the key pressed.
  • Call Priority List – Indicates the priority of the call in queue in terms of the defined variable. The value for the Variable is the priority of the call. For example, if the Variable is "Call Priority", with a New Value of "5 (normal), the value reference for the call flow becomes "Call Priority = 5 (normal)". Call priority values range from 1-10:
    • 1 = highest priority; a call with a priority of 1 is answered immediately in queue, by the next available agent.
    • 5 = normal priority; a call with a priority of 5 will be answered in queue within the average call answer time.
    • 10 = lowest priority; a call with a priority of 10 will be answered in queue once all calls ranked with a higher priority are answered
  • Queues – the value for the variable is a queue. For example, if the Variable is "Queue Name" with a New Value of "Sales" or "Sales – ENG", the value reference for the call flow becomes "Queue = Sales" or "Queue – Sales ENG". You can specify the queue by the shortened form of the queue name or by the full name.
    • Queue by Name – this is the shortened name of the queue (e.g. Sales).
    • Queue by FullName – this is the full name of the queue (e.g. Sales – ENG).

Variable – "variable" is the value of another variable.

Set the variable value to be copied from another variable name

Function – The value for the variable is dependent on the part of the Environment that is delivering it.

  • CurrentCall – The Source values for the variable are:
    • the current call's ANI
    • the current call's DNIS
    • DNIS Label (as set in the Manage DNIS options)
    • Call ID (unique call identifying alphanumeric string)
  • CurrentDate and CurrentDate Utc – the current date can be set to:
    • the Day (numeric day of month)
    • Month (name of month)
    • Year (4 digit year)
    • or Day of the Week (Monday, Tuesday, Wednesday etc)
  • CurrentLanguage –  The Source value for the variable is the current language of the IVR where the Set Variable is occurring.  If CurrentLanguage is selected, the value will be inherited from the IVR in question, and will be one of:
    • English
    • French
    • Spanish
    • Default
  • CurrentQueue –The Source value for the variable is:
    • the current queue ID (if queue already selected in that part of the callflow the variable is being set)
    • Calls Waiting (numeric value of the number of calls currently waiting in queue)
    • Callbacks Waiting (how many callbacks are awaiting in the current queue)
    • Waiting Time (estimated wait time in the current queue)
  • CurrentTime.  The current time can be set to:
    • the Hour (of the current day).
    • Minute (of the current hour), or
    • Second (of the current minute)
  • CurrentTime Utc – The current time can be set to:
    • the Hour (of the current day).
    • Minute (of the current hour), or
    • Second (of the current minute)

Expressions - Use expressions when exact values are not known during the design of your IVR. In place of the value, a formula will be entered that is evaluated when the IVR is accessed.

Enter the following information in the Expressions BF Properties fields:

  • Variable Name: Always enter "result" here, as the IVR needs to determine a result for the expression formula.
  • New Value from: Enter your expression formula (e.g. x+y, this is a simple expression); this formula must contain a value reference and one or more operators. A value reference can be a number, string, Boolean value, or a reference to a pre-defined call flow object.