Set Property Business Function (BF)

Name: This is the name of the business function. Changing the default name of the BF is not required.

Target: From the drop-down menu, select the target BF you wish to set properties for. For example, if you wish to set properties for a blind transfer, select Transfer from the drop down menu to indicate that you want the IVR to transfer incoming calls to a specific agent/phone number.

Note: To ensure targets are easily distinguishable, change the BF name to reflect the function of the target; this allows you to easily locate a target BF when modifications to the BF are required. For example, rename the Blind Transfer BF to Preferred Agent Transfer to indicate that the function of the IVR is to transfer the call to a preferred agent.

Property Name: From the drop-down menu select the property that the BF is searching for. Select Reference if you wish for the BF to search for a reference number, or select Phone Number if you wish for the BF to search for a phone number to transfer the call.

Source: This is the source of the value. From the dropdown menu, select one of the options.

  • Value – The value for the variable can be:
    • Literal
    • A day of the week list
    • A language list
    • A call priority list
    • A list of queues (either by Name or FullName)
  • Variable – The variable is the value of another variable.  When using this source option, you'll need to specify the variable from which to pull the value, like so:

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)
      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)
    • 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.

  • New value from: Enter your variable name if the source is from another variable.
  • The example below is setting the property "phone number" to a "Blind Transfer" business function with the value from the variable named "agentphone".