Contact Flow Engine (CFE) provides support for user-defined variables for use on a per contact flow basis. You can create these variables and later reference them within specific configuration properties of the http module and the condition module. A contact flow variable is represented by its name (Variable Name) and its value (Default Value).

The following example demonstrates how to create a contact 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 contact flow creation in CFE. This includes understanding of how to use modules and connectors.
  • You have a contact flow in progress.
  • The voice portal has two agent classifications (skills in new versions of LVP)
    • High Balance Agents 
    • General Agents

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

Configuration Steps:

  1. Create a contact flow variable named “case_balance”.
    1. Click the Contact Flow Variables button to open the dialog, then click Add.
    2. In the Add Contact Flow Variable dialog, type “case_balance” for the Variable Name.
    3. Click Ok, then click Save to save the contact flow.
  2. Create a live_person module named ”your_case_balance” that uses the custom variable.
    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.”
      Note: {case_balance (amount)} reads back the value of the case_balance variable as an amount.
    2. Add {case_balance (amount)} to the Live Person Prompt Phrase.
      1. In the Phrases property dialog, click the Variable button.
      2. From the Source dropdown, select Call Flow and select case_balance variable.
      3. Click the Ok button to exit the Add Variable window
      4. Click the Ok button to exit the your_case_balance_phrases window.
      5. Click the Ok button 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”. Click OK to close the dialog windows.
    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) Agent Skill ID to “High Balance Agents”,
    2. Create a connector from check_for_high_balance to transfer_to_high_balance_agent and set Event to “Success”.
  5. Create an operator_transfer module named “transfer_to_general_agent”.
    1. Set (ACD) Agent Skill ID to “General Agents”.
    2. Create a connector from check_for_high_balance to transfer_to_high_balance_agent and 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 and set Event to “agent_not_available".
    3. Create a connector from transfer_to_general_agent to no_agents_available and set Event to “agent_not_available".