Branching a call flow using a variable

Last Updated : Oct 27, 2020 |

About this task

The Test User Variable action is used to branch call flow using a variable.

Procedure

  1. Add a variable called Reception.

    Two start points need to be created, one for indicating when the reception is open, the other for when the reception is closed. When completed the call flows will look similar to the examples shown.

    • Create a start point called ReceptionOpen and connect it to a Set User Variable action. The Set User Variable action is then configured to set the value of the user variable Reception to Open. Record a prompt for the action such as "Reception open".



    • Create a start point called ReceptionClosed and connect it to a Set User Variable action. The Set User Variable action is then configured to set the value of the user variable Reception assigned to Closed. Record a prompt for the action such as "Reception closed".



  2. Create matching short codes for the modules on the telephone system. These allow the receptionist to simply set the reception to open or closed and hear a confirmation prompt when they do either.

    Field

    Enter

    Enter

    Code

    *91

    *92

    Feature

    Voicemail Collect

    Voicemail Collect

    Telephone Number

    "ReceptionOpen"

    "ReceptionClosed"

    Line Group ID

    0

    0
  3. For calls using another start point, you can now use the Test User Variable action to test whether the value of reception is open. The action has true and false results which you can link to the appropriate following actions, for example transferring calls to the reception desk when reception is open, otherwise direct to the receptionist's mailbox.




Related information
User Variables