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Call Flow Editor (CFE) provides support for user defined variables that are created and used on a per-call flow basis. You can create these variables by selecting Call Flow Variables button and later reference them within specific configuration properties of the http module as well as in the condition module. Call Flow variable is represented by its name (Variable Name) and its value (Default Value).

The following example demonstrates how to create a call flow segment that reads back the consumer’s balance and transfers to different agents depending on whether the balance is greater than $100.

Assumptions:

  • You have access to CFE from the Configure Tab within the Message section.
  • You are familiar with the call flow creation in CFE. This includes understanding of how to use modules and connectors.
  • The voice portal has two agent classifications (skills in new versions of LVP)
    • High Balance Agents (12345)
    • General Agents (67890)

Below is a conceptual visualization of the call flow that we will create.

Configuration Steps:

  1. Create a call flow variable named “case_balance”.
    1. Click the Call Flow Variables button
    2. Click Add
    3. Type in “case_balance” for the Variable Name
    4. Click Ok
    5. Click Save to save the call flow
  2. Create a live_person module named ”your_case_balance”. 
    1. Set Live Person Prompt Phrase to “your balance is {case_balance (amount)} press 1 To return to the Main Menu or press 2 to speak to a service representative.”
    2. Note: {case_balance (amount)} reads back the value of the case_balance variable as an amount. To add {case_balance (amount)} to the Live Person Prompt Phrase:
      1. Double-click the your_case_balance module.
      2. Double-click the Live Person Prompt Phrase property.
      3. Click Add Variable.
      4. Select case_balance from the list of Variables.
      5. Double-click the TTS Type field and select Amount.
      6. Click OK to exit the Add Variable window.
      7. Click OK to exit the your_case_balance_phrases window.
      8. Click OK to exit the live_person – Property(s) window
  3. Create a condition module named “check_for_high_balance”.
    1. Set Condition Expression to “custom_variables.case_balance > 100”
    2. Create a connector from your_case_balance to check_for_high_balance
      1. Set Event to “Key Press”
      2. Set Value to “2”
  4. Create an operator_transfer module named “transfer_to_high_balance_agent”
    1. Set (ACD) Classification ID to “High Balance Agents (12345)”
    2. Create a connector from check_for_high_balance to transfer_to_high_balance_agent 
      1. Set Event to “Success”
  5. Create an operator_transfer module named “transfer_to_general_agent”
    1. Set (ACD) Classification ID to “General Agents (67890)”
    2. Create a connector from check_for_high_balance to transfer_to_high_balance_agent 
      1. Set Event to “Failure”
  6. Create a live_person module named “no_agents_available”
    1. Set Live Person Prompt Phrase to “I'm sorry, no operators are available at this time Please call back later”
    2. Create a connector from transfer_to_high_balance_agent to no_agents_available 
      1. Set Event to “agent_not_available 
    3. Create a connector from transfer_to_general_agent to no_agents_available
      1. Set Event to “agent_not_available



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