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Flow Variables

Flow variables are the variables that you can define in the webhook, Flow variable section or in the flow designer(operation widget) to store some date into a variable.

→ The format of flow variable is “$flow.key.<variable_name>”. You can give any variable name using any alphanumeric character or special characters.

→ Some of the examples of flow variables are $flow.key.customer_name, $flow.key.policy_number, $flow.key.string, $flow.key.result etc.

→ Flow variables are bound to specific flows and once the flow variable is defined, you can use flow variables any where in the flow.

User Variables

→ User variables are the variables that you define for your account and can be used anywhere in the account. That is one user variable defined in one flow can be used in some other flows if needed.

→ If one of the flow is executed and the value of user variable is updated and then some other flow in which the same user variable is used then the latest value of that variable (stored in the system) will be taken into consideration.

→ The standard format of the user variable is “$user.key.<variable_name>”. You can give any variable name using any alphanumeric character or special characters.

→ Some of the examples of user variables are $user.key.customer_name, $user.key.policy_number, $user.key.string, $user.key.result etc.

System Variables

System Variables are the variables defined by default by the system in which the real time data of the call or flow will get saved. These system variables can be used in the flows as and when required. The value of these variables will be different for each call (if the variable category is ‘call’).

The system variables defined in Central platform are as follows -

Sr No.

Variable

Variable Description

Variable Category

Value Initiated At

Inbound

Outbound

Dialer

Variable Type

Example Value

1

$sys.datetime

This variable will give current system date and time.

SYSTEM

Start of Flow

TRUE

TRUE

TRUE

datetime

2021-01-11T18:40:44.165+05:30

2

$sys.date

This variable will give current system date.

SYSTEM

Start of Flow

TRUE

TRUE

TRUE

date

2021-01-11

3

$sys.time

This variable will give current system time.

SYSTEM

Start of Flow

TRUE

TRUE

TRUE

Time

18:40:44.165

4

$call.cdr

This variable will give a uniqueID for a call.

CALL

On Answer Call & Make Call

TRUE

TRUE

TRUE

string

nandakot-1610370628.506696

5

$call.start

This variable will give the start date and time of the call.

CALL

On Answer Call & Make Call

TRUE

TRUE

TRUE

datetime

2021-01-11T18:40:28.902+05:30

6

$call.hangup

This variable will give the date and time of call when call gets hangup.

CALL

On Call Completed

TRUE

FALSE

FALSE

datetime

2021-01-11T18:40:28.902+05:30

7

$call.dtmf

This variable will give the series of DTMF pressed by customer in call.

CALL

On Play, Menu, Multiplay widgets

TRUE

TRUE

FALSE

string

1

8

$call.state

This variable will give the current state of call. The state can be ‘dialing’, ‘connected’, ‘Processing’, ‘Failed’, ‘Hangup’ etc.

CALL

Start of Flow

TRUE

TRUE

TRUE

string

hangup

9

$call.connect

This variable will give the date and time of call when it got connected

CALL

On Call Connected

TRUE

TRUE

TRUE

datetime

2021-01-11T18:40:35.051+05:30

10

$call.isIncoming

Inbound Flow : This variable will show weather the call is incoming or not (True if incoming )

CALL

Start of Flow

TRUE

TRUE

TRUE

boolean

false

11

$call.cli

For Outbound Flows: This variable will provide Number from which call is initiated (DID).

For Inbound Flows: This variable will provide the phone number of customer from which the call is coming .

CALL

On Call Initiated

TRUE

TRUE

TRUE

string

+918068800064

12

$call.dnis

For Outbound Flows: This variable will provide the number of customer to which the call is made.

For Inbound Flows: This Variable will provide the Number (DID) on which incoming call was Landed.

CALL

On Call Initiated

TRUE

TRUE

TRUE

string

+9181607XXXXX

13

$call.cli.number

This variable will give the CLI phone number without country code.

CALL

On Call Initiated

TRUE

TRUE

TRUE

string

8068800064

14

$call.cli.countrycode

This variable will give the country code of cli number

CALL

On Call Initiated

TRUE

TRUE

TRUE

string

91

15

$call.cli.type

This variable will give the CLI Type of number.

CALL

On Call Initiated

TRUE

FALSE

FALSE

string

+918068800064.type

16

$call.dnis.number

This variable will give the DNIS phone number without country code.

CALL

On Call Initiated

TRUE

TRUE

TRUE

string

81607XXXXX

17

$call.dnis.countrycode

This variable will give the country code of the dnis number

CALL

On Call Initiated

TRUE

TRUE

TRUE

string

91

18

$call.dnis.numberWithoutArea

This variable will give the CLI number without area code.

CALL

On Call Initiated

TRUE

FALSE

FALSE

string

81607XXXXXWithoutArea

19

$call.dnis.type

This variable will give DNIS type of number.

CALL

On Call Connected

FALSE

TRUE

TRUE

string

MOBILE

20

$call.dnis.areacode

This variable will give the areacode of the DNIS number

 CALL

Start of Flow

TRUE

TRUE

TRUE

 

+9181607XXXXX.areacode

21

$call.remoteHangup

This variable will give idea of call that weather it was remote hangup or not. “true” if remote hangup, “false” otherwise.

CALL

On Call Completed

TRUE

TRUE

TRUE

boolean

true

22

$call.isdn

This variable will give ISDN cause codes of the call.

CALL

On Call Completed

TRUE

TRUE

FALSE

integer

16

23

$call.cost

This variable will give the total cost of the call (according to the rate plan attached )

CALL

Start of Flow

TRUE

FALSE

FALSE

double

3.45

24

$call.recorded

This variable will show weather the call was recorded or not. “true” if the the recording is enable.

CALL

On Play & Record Widget

TRUE

TRUE

FALSE

boolean

true

25

$call.lastdtmfreceived

This variable will give the last DTMF received in the call

CALL

On Play, Menu, Multiplay widgets

TRUE

TRUE

FALSE

string

1

26

$call.attemptnumber

This variable will give the attempt number of the call

CALL

Start of Flow

FALSE

TRUE

TRUE

integer

1

27

$call.lastlabelreceived

 

CALL

On Menu Widget

TRUE

TRUE

TRUE

string

28

$call.agent.connect

This variable will give show weather agent was connected or not. “true” if agent got connected.

CALL

On Agent Connected

TRUE

TRUE

TRUE

boolean

false/true

29

$call.agent.isdn

ISDN cause code for the second leg

CALL

On agent hangup/On agent failure

TRUE

TRUE

TRUE

Integer

16

30

$call.agent.dnis

This variable will give the agent number with country code.

CALL

On Agent Allocated

TRUE

TRUE

TRUE

String

9181607XXXXX

31

$call.agent.dnis.number

This variable will give the agent number (without country code)

CALL

On Agent Allocated

TRUE

TRUE

TRUE

String

81607XXXXX

32

$call.agent.dnis.countrycode

This variable will give the agent number country code

CALL

On Agent Allocated

TRUE

TRUE

TRUE

String

91

33

$call.agent.cli

This variable will give agent’s CLI number i.e the DID number through which the agent is called(with country code).

CALL

On Agent Allocated

TRUE

TRUE

TRUE

String

918068830017

34

$call.agent.cli.countrycode

This variable will give the country code of CLI number of agent.

CALL

On Agent Allocated

TRUE

TRUE

TRUE

String

91

35

$call.agent.cli.number

This variable will give the CLI number of agent (without country code)

CALL

On Agent Allocated

TRUE

TRUE

TRUE

String

8068830017

36

$call.agent.cli.numberWithoutArea

This variable will give the CLI number of agent (without area code)

CALL

On Agent Allocated

TRUE

TRUE

TRUE

String

68830017

37

$call.agent.cli.areaCode

This variable will give the area code of CLI number of agent

CALL

On Agent Allocated

TRUE

TRUE

TRUE

String

80

38

$call.duration

This variable will give total call duration of a particular call in milliseconds

CALL

On Hangup

TRUE

TRUE

TRUE

integer


3363

39

$call.agent.recordingUri

This variable will give URL of agent recording (if enabled for agent) stored.

CALL

On Flow Complete

TRUE

TRUE

TRUE

String


https://central-recording.s3.ap-south-1.amazonaws.com/callrecords/2021/JANUARY/413/call_413_6645_%2B918068800064_%2B918160751775_1610370635029.gsm?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20210111T131044Z&X-Amz-SignedHeaders=host&X-Amz-Expires=604800&X-Amz-Credential=AKIAJAVTO5KTOHGAIHWA%2F20210111%2Fap-south-1%2Fs3%2Faws4_request&X-Amz-Signature=d2ab91506af926473e90ca4a33581ed929e6e58aa5d96ef7a1d8bd942c1c4b57

40

$call.flow.recordingUri

This variable will give URL of recording for whole flow (if enabled in the flow) stored.

CALL

On Flow Complete

TRUE

TRUE

TRUE

String

https://central-recording.s3.ap-south-1.amazonaws.com/callrecords/2021/JANUARY/413/call_413_6645_%2B918068800064_%2B918160751775_1610370635029.gsm?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20210111T131044Z&X-Amz-SignedHeaders=host&X-Amz-Expires=604800&X-Amz-Credential=AKIAJAVTO5KTOHGAIHWA%2F20210111%2Fap-south-1%2Fs3%2Faws4_request&X-Amz-Signature=d2ab91506af926473e90ca4a33581ed929e6e58aa5d96ef7a1d8bd942c1c4b57

41

$call.play_and_record.recordingUri

This variable will give the URL of recording for play and record widget stored.

CALL

On Flow Complete

TRUE

TRUE

TRUE

String


https://central-recording.s3.ap-south-1.amazonaws.com/callrecords/2021/JANUARY/413/call_413_6645_%2B918068800064_%2B918160751775_1610370635029.gsm?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20210111T131044Z&X-Amz-SignedHeaders=host&X-Amz-Expires=604800&X-Amz-Credential=AKIAJAVTO5KTOHGAIHWA%2F20210111%2Fap-south-1%2Fs3%2Faws4_request&X-Amz-Signature=d2ab91506af926473e90ca4a33581ed929e6e58aa5d96ef7a1d8bd942c1c4b57

42

$call.agent_dialer.recordingUri

This variable will give the URL of agent recording in case of dialer flow where it is stored.

CALL

On Flow Complete

TRUE

TRUE

TRUE

String


https://central-recording.s3.ap-south-1.amazonaws.com/callrecords/2021/JANUARY/413/call_413_6645_%2B918068800064_%2B918160751775_1610370635029.gsm?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20210111T131044Z&X-Amz-SignedHeaders=host&X-Amz-Expires=604800&X-Amz-Credential=AKIAJAVTO5KTOHGAIHWA%2F20210111%2Fap-south-1%2Fs3%2Faws4_request&X-Amz-Signature=d2ab91506af926473e90ca4a33581ed929e6e58aa5d96ef7a1d8bd942c1c4b57

43

$call.ivr_recording.recordingUri

This variable will give the URL of the recording of IVR (Recording Widget) where it is stored.

CALL

On Flow Complete

TRUE

TRUE

TRUE

String


https://central-recording.s3.ap-south-1.amazonaws.com/callrecords/2021/JANUARY/413/call_413_6645_%2B918068800064_%2B918160751775_1610370635029.gsm?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20210111T131044Z&X-Amz-SignedHeaders=host&X-Amz-Expires=604800&X-Amz-Credential=AKIAJAVTO5KTOHGAIHWA%2F20210111%2Fap-south-1%2Fs3%2Faws4_request&X-Amz-Signature=d2ab91506af926473e90ca4a33581ed929e6e58aa5d96ef7a1d8bd942c1c4b57

44

$call.queue.recordingUri

This variable will give the URL of the recording of queue (if it is enabled in queue) where it is stored.

CALL

On Flow Complete

TRUE

TRUE

TRUE

String


https://central-recording.s3.ap-south-1.amazonaws.com/callrecords/2021/JANUARY/413/call_413_6645_%2B918068800064_%2B918160751775_1610370635029.gsm?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20210111T131044Z&X-Amz-SignedHeaders=host&X-Amz-Expires=604800&X-Amz-Credential=AKIAJAVTO5KTOHGAIHWA%2F20210111%2Fap-south-1%2Fs3%2Faws4_request&X-Amz-Signature=d2ab91506af926473e90ca4a33581ed929e6e58aa5d96ef7a1d8bd942c1c4b57

45

$flow.syskey.agentID

This variable will give the agent ID of agent who got connected.

SYSTEM

On Agent Allocated

FALSE

FALSE

TRUE

String

123

46

$flow.syskey.agent.attempt_number

This variable will give the attempt number of agent in case of Dialer Flow.

SYSTEM

FALSE

FALSE

TRUE

Integer

1

47

$flow.syskey.loginType

This variable will give the login type of agent who got connected. The login type can be mobile phone, desk phone, landline, softphone.

SYSTEM

On Agent Connected

FALSE

TRUE

TRUE

String

SOFTPHONE

48

$call.agent.cdr

This variable will give the cdr id of the agent.

 CALL

On Agent Connected

FALSE

FALSE

TRUE

String

uat1-1632306497.139

49

$flow.syskey.agentKey

This variable will give the unique agent key set by the user at the time of agent creation

SYSTEM

FALSE

FALSE

TRUE

String

AG_01 (according to the agent key configured for the agent)

50

$flow.syskey.phonon_uuid

This variable will provide the phonon UUID of the particular lead generated

SYSTEM

Start of Flow

TRUE

TRUE

TRUE

String


5ecbc726-eeb2-4f47-920f-f67a8a38901a

51

$flow.syskey.request_id

This variable will provide the request ID of the call, a unique ID generated for each call list uploaded for outbound flows. The request can be through direct upload, email upload or through API

SYSTEM

Start of Flow

FALSE

TRUE

TRUE

String

ee9b43e8-337d-464e-8102-5e613bace1de

52

$flow.syskey.agent_id

This variable will provide the agent ID of the agent.

SYSTEM

Start of Flow

FALSE

FALSE

TRUE

Integer

120626

53

$flow.syskey.agentKey

This variable will provide the agent key of the agent.

SYSTEM

Start of Flow

FALSE

FALSE

TRUE

String

Uttam001

54

$flow.syskey.agent.attempt_number

This variable will provide number of attempt that has been done by the system to connect agent.

SYSTEM

Start of Flow

FALSE

FALSE

TRUE

Integer

1

55

$call.server

This variable will provide user the IP address of the server on which call was initiated.

 CALL

On Call Completed

TRUE

TRUE

FALSE

String

10.20.11.20

56

$call.cdr.id

This variable will provide the CDR ID of the call.

 CALL

On Call Initiated

TRUE

TRUE

FALSE

String

uat1-1632491073.141##pbx-1

57

$call.agent.disposition

This variable will provide the disposition which agent has submitted after call completion.

 CALL

On Disposition Submitted

TRUE

TRUE

TRUE

String

Schedule call back

58

$call.agent.sub_disposition

This Variable will provide the sub-disposition detail which agent has filled and submitted after the call completion.

 CALL

On Disposition Submitted

TRUE

TRUE

TRUE

String

Amit Shah

59

$call.agent.comments

This Variable will provide the comment detail which agent has filled and submitted after the call completion.

 CALL

On Disposition Submitted

TRUE

TRUE

TRUE

String

Call After 6:30 PM


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