Variable Assignment

Diagram Element

Parameter Description

None

Condition Branch Description

Using the Diagram Element

(1) When the call-associated data is in JSON format, this diagram element can be used to obtain the parameters of a specified node and assign values to the parameters.

(2) Built-in functions described in Built-in Functions can be used if data processing, such as truncation, length obtaining, conversion, and check, is required by businesses.

Click the diagram element or drag it to the canvas, and set parameters based on the parameter description.

Typical Application Scenario

A customer makes a call to the AICC, and the call is routed to a skill queue. When all agents in the skill queue are busy, if Queuing Method is set to IVR and an intelligent IVR flow is selected for the skill queue, the intelligent IVR flow can use this diagram element to obtain the current queuing status of the customer and play the waiting tone to the customer. Therefore, the customer can determine whether to continue waiting based on the queuing status.

Scenario 1: Assigning Values to Variables

1. During data value assignment, in addition to string and integer data, expression calculation is also supported. Integer data supports the following arithmetic operations: +, -, *, and % (). Data supports FLOW, GLOBAL, and SYS. Example: (FLOW.xxx+FLOW.yyy)*GLOBAL.zzz. Note that when / is used for division, the calculation result needs to be received using data of the string type. Integers do not support decimals. String data supports comparison, case conversion, character string concatenation, substring calculation, and length calculation. Example: FLOW.aaa=="Huawei" FLOW.bb.to FLOW.a.toUpperCase() FLOW.A.toLowerCase() FLOW.hua+FLOW.wei FLOW.len.substring(0,3)FLOW.zzzz.length()
   

   1. Configure an intelligent robot and set Dialog Type to IVR flow.

2. Choose Configuration Center > Access Configuration > Called Party and add a called route. Set the IVR to the added intelligent IVR.
3. Log in to the OpenEye using a softphone number to simulate a customer, and dial the access code added on the Called Party page. If the current queuing information is heard, the configuration is successful.

Scenario 2: Obtaining Call-associated Data

1. Orchestrate a flow.

   Example 1: Assume that the call-associated data is {"data":{"test": "Call-associated data test"}}.

   Use the Variable assignment diagram element to assign the value of the test field in the call-associated data to the flow variable FLOW.str1. In this example, the value of FLOW.str1 is Call-associated data test.

   Example 2: If the call-associated data of an outbound call task is {"iSales":{"name":"Tom"}}, the content Tom can be obtained by setting iSales.name.

   The following figure shows the screenshot based on example 1.

   Figure 1 Obtaining call-associated data
   
   1. Configure an intelligent robot and set Dialog Type to IVR flow.
   2. Configure a common IVR, add the Transfer diagram element, select Transfer to Intelligent IVR, and configure call-associated data.
   3. Add the Variable assignment diagram element to the intelligent IVR flow, and configure a variable on the Obtaining Associated Data tab page to receive call-associated data from the common IVR.

2. Choose Configuration Center > Access Configuration > Called Party and add a called route. Set the IVR to the added intelligent IVR.
3. Log in to the OpenEye using a softphone number to simulate a customer, and dial the access code added on the Called Party page. Check whether the call-associated data obtained in the intelligent IVR flow is correct.

Scenario 3: Extended CDR Fields

You can set 10 service information fields (extfield1 to extfield10) to collect customer information and customer operations to be saved in the IVR flow. These fields can be used only when the system parameter IVRCDRCTRLPARAMS is enabled. Do not assign values to encrypted variables. The values of encrypted variables are processed as ****** for storage.