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Variables

This section describes the variables that are used in ServicePattern scenarios. Variables are accessed using the common $(varname) format. They can be used in integer and string expressions.

Note: All scenario variables are local, i.e., their values are available to the scenario where they are defined and to the sub-scenarios that are started from that parent scenario using the Start Another Scenario block. To share data between independent scenarios, consider using blocks Fetch URL or DB Execute to store variable values in a persistent storage and to access them from other scenarios.

Local Variables
$(destination)	Destination for the Connect Call or Connect Chat block.
$(fetchURLResultBody)	The body of HTTP response received by most recent Fetch URL block.
$(fetchURLResultCode)	The code of HTTP response received by most recent Fetch URL block.
$(agentState)	The state of the agent obtained by most recent Set Agent State block.
$(notReadyReason)	The Not Ready reason of the agent obtained by most recent Set Agent State block.
$(doNotRecord)	Can be set to 1 or true (case insensitive) prior to Connect Call block to disable call recording. This overrides all recording settings in configuration and the value of the Record checkbox in Connect Call block.
$(XXX)	Local variables; not defined initially. Used to pass the data between scenario blocks. XXX is the name of the variable. E.g., $(accountNumber).
Screenpop data
$(screenpopData.XXX)	List of screenpop data received or set by IVR. Actual list of available screenpop data elements depends on the particular IVR and integration.
Interaction Properties
$(item.interactionId)	Interaction identifier.
$(item.interactionStepId)	Interactions step identifier. Can be used to create URLs to call recordings in the following format: https://host:8443/admin/?interactionId=829314033221498390341
$(item.media)	Media type. Can be set to voice or chat.
$(item.from)	Origination address (phone number or chat user display name). Also known as ANI.
$(item.to)	Destination address (dialed phone number or chat launch point name). Also known as DNIS.
$(item.priorTo)	Prior destination address (phone number or chat launch point name); used for forwarded calls.
$(item.firstName)	Customer first name. Scenario may get or set this variable. Setting the variable also updates historical database interaction step as well as customer chat party information.
$(item.lastName)	Customer last name. Scenario may get or set this variable. Setting the variable also updates historical database interaction step as well as customer chat party information.
$(item.fullName)	Customer full name. Scenario may get or set this variable. For voice calls it is set to display name as received from the network. For chat this is initially empty, but can be set by scenario.
$(item.email)	Customer email address. Scenario may get or set this variable.
$(item.sendTranscript)	For chat interactions, scenario must set this variable to 1 to have session transcript emailed to the customer. The variable can be set at any time. The transcript will be emailed when the session ends. For the corresponding email template and SMTP configuration, see section Email Settings of the ServiceProvider Contact Center Administrator Guide.
$(item.data)	Key-value list of optional additional interaction data. To obtain content of a particular data element, use $(item.data.<name>). E.g., $(item.data.firstName).
$(item.message)	For chat interactions, last chat message received from the origination side.
$(item.newMessage)	For chat interactions, adds new message as it was received from customer. Used to populate chat session with form field values. New message is treated as it was received from customer and is added to chat transcript.
$(item.sip.headers)	Key-value list of SIP INVITE headers from inbound calls. Can be used to obtain content of individual P-, X- and Diversion headers. To obtain content of a particular header, use $(item.sip.headers.<header_name>). E.g., $(item.sip.headers.X-tdm-channelnubmer).
$(item.transcript)	For chat interactions, full transcript of the chat session.
$(item.externalChatData)	For chat interactions, full collection of data received from customer chat page. This is a container for all values that were entered by the customer while chat was in the Request Input block for their possible later use in the scenario.
$(item.virtualDevice)	Voice scenario may set this variable to indicate that inbound call should not be terminated when scenario ends; instead call will be converted to "virtual phone" (used for external agents on PBX).
Scenario Configuration
$(app.version)	Scenario version (as reported by configuration server).
$(app.appName)	Scenario name.
$(app.name)	Scenario entry name.
$(app.priority)	Priority as specified in scenario entry.
$(app.tenantName)	Tenant name.
Custom Parameters
$(app.custom.XXX)	Custom parameters which can be specified in scenario entry. Must follow naming convention $(app.custom.XXX) where XXX is the name of the custom parameter. All scenario variables conforming to such convention are treated as custom parameters. The list of such parameters will be displayed in property Scenario parameters of every scenario entry associated with the given scenario. You can set values of such custom parameters for every scenario entry point separately.
User Configuration
$(user.id)	Unique identifier assigned to this user object in configuration.
$(user.version)	Version of user's configuration information.
$(user.loginId)	User’s username.
$(user.team)	Name of the team the user is assigned to.
$(user.firstName)	User’s first name.
$(user.lastName)	User’s last name.
$(user.phone)	The phone number the user is logged on to or user's extension as specified in configuration.
Service Configuration
$(service.name)	Name of the service (as specified in the scenario entry or in the Request Skill or Service block).
$(service.version)	Version of service configuration information.
$(service.slPercent)	Service level call percentage.
$(service.slTimeout)	Service level timeout in seconds.
$(service.EWT)	Current estimated waiting time for the service.
Outbound Target Work Items
$(workitem.firstName)	Customer’s first name.
$(workitem.lastName)	Customer’s last name.
$(workitem.suggestedPhone)	Customer's default phone number.
$(workitem.otherInfo)	All list fields except phones, first name and last name. E.g., $(workitem.otherInfo.MTN).
$(workitem.fullInfo)	All list fields. E.g., $(workitem.fullInfo.MTN).

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