The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.
User Defined Variables
Pressing F8 or clicking on the icon display the User Defined Variables menu.
You can create user variables, the value of which can be set using a Set User Variable action within a call flow.
The options presented to a caller can also be branched using a Test User Variable action to check the current value of the variable
Example:
Using the User Defined Variables menu, create a variable called reception.
Create a short code start point that connects to a Set User Variable action that sets the variable reception to open. Create another short code start point to set reception to closed. Create the matching short codes on the telephone system.
For calls using another start point, you can now use the Test User Variable action to test whether the value of reception is open. The action has true and false results which you can link to the appropriate following actions, for example transferring calls to the reception desk or to a mailbox.
System Variables
A number of system variables exist which can be used to perform tasks. For example, $NAM can be used to speak the user's name within an actions entry prompt. System variables can also be checked by Compare element in a condition and thus branch the call flow according to the variables value.
$CLI
Holds the CLI of the caller if available.
$CP
The 16 variables $CP0 to $CP15 are used to store values (call parameters) for the duration of a call. Values can be written into these variable the Generic action command CPx:<value> where x is 0 to 15 and <value> is the value to be stored.
$DBD
A set of 6 system variables $DBD[0] to $DBD[5]. These represent the fields of the currently selected database record in a call flow where database actions are being used.
$ETA
Holds the expected time to answer in minutes for a queued caller. Can be used to speak the value as a prompt or to test the value in a condition. Only available when using Queued and Still Queued start points. See $POS below.
$NAM
Holds the name of the mailbox user (blank for short codes).
$RES
Holds the value of the result of the previous action. For example when a call flow has been branched by an action that has True and False results, on one branch the value of $RES is "True", on the other "False".
$POS
Holds the position of a queued caller. Can be used to speak the position as a prompt or test the value in a condition. Only available when using Queued and Still Queued start points.See Example Call flow Using $POS.
$SAV
Holds the last saved result. This can be entered using the following entry in a Generic action, Save:<value>, for example Save:$KEY or Save:1234.
$UUI
Available when a recording is triggered by auto-recording. Hold the user name, hunt group name or account code that triggered the auto-recording process. See Customizing Auto Recording.
$VAR
A general variable which can hold amongst other things DTMF key sequences.
Using Variables
Speaking Variables to Callers
System variables can be entered in the place of wav file name in the Wav Editor. The value of the system variable will then be spoken. This applies to $NAM, $POS and $ETA in queuing call flows and to any variable that contains numeric values. Numbers are spoken as a series of single digits, for example 123 is spoken as "one two three". To speak 123 as "one hundred and twenty-three" requires TTS to be installed and a Speak Text action used.
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