Configuring variables

Variables are used in multiple activities and to perform various tasks, including

Storing information for later use
Collecting user data
Performing database queries
Building simple or complex conditions

Variables can be used for different activities such as:

Transferring a call to a different queue based on customer class
Playing different prompts based on account balance
Holding collected digits for use later in a database query

Some variables can also be passed to agents in the form of a desk top screen pop, providing agents with call information generated in the workflow. For more information, see "Passing agents call information in screen pops" and "Populating screen pops with workflow variables".

Variables may be configured to mask their contents, enabling variables to be delivered either entirely masked or partially masked with a user-specified number of characters left unmasked. This limits the exposure of potentially sensitive information, such as credit card or SIN numbers, in logs, call notes, databases, and screen pops. Masked variables cannot be used with the Set Variable activity, but can be used with the Variable Compare and Collect Digits activities. Variables that contain file paths to .wav files will also mask the .wav file. System variables cannot be masked. Masking is available to the following types of variables:

Unspecified
Digits
Number
Dollars
Euros
Pounds
DateTime

Masked variables are a component of building workflows in support of PCI compliant systems. For an example of a PCI compliant workflow, see "Workflow for PCI Complaint systems".

IVR Routing includes built-in variables that you can use in your workflows. To view these variables and to see a description of each, open YourSite Explorer and select IVR Routing > Variables.

Custom variables can be populated through queries and activities such as Set Variable and Execute. See "Configuring the Query activity", "Configuring the Set Variables activity", and "Configuring the Execute activity".

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