Conditions
Conditions evaluate caller input, call state, or schedule to determine which path a call follows within an IVR.
Conditions act as decision points within an IVR flow. They evaluate specific criteria — a stored parameter, a holiday date, or a time window — and produce a met or not-met outcome, determined before any action runs. See Actions and Conditions for how a condition's outcome determines whether its sub-action runs or the flow falls through to the next step.
Parameter
A condition used to check whether a value meets a filter operator.
| Field | Description |
|---|---|
| Condition Name | Name of the condition displayed in reporting and call flows. |
| Parameter Type | Select one: Standard Parameter, SIP Header, or Session Parameter. |
Each parameter type reads from a different source — information already present on the call, a specific SIP header field, or a value stored earlier in the flow by an action such as Collect Digits or Set Parameter. See Parameters for the full breakdown of each type and how values get set in the first place.
Example:
- If the Parameter Condition is a
Standard Parameter, the lookup key is set toDNISand the lookup value is1234, where the filter operator is set toCONTAINS, this parameter is conditionally met and will advance the call in the IVR to the next condition/action.
Use CaseThis condition is the most flexible of the three, since it can check anything from the number dialed to a value collected earlier in the same call — it is the basis for routing calls by dialed number, department, or caller-supplied input. See Call Routing Methods for a worked example.
Holiday
A condition used to check for holidays in the IVR.
| Field | Description |
|---|---|
| Condition Name | Name of the condition displayed in reporting and call flows. |
| Holiday Profile | The Holiday Profile evaluated by this condition. |
Use CaseUsed to branch a call flow around observed holidays without maintaining separate date logic inside the IVR itself — for example, playing a closure announcement and transferring to voicemail on dates defined in the referenced Holiday Profile, while calls on any other day fall through to normal business-hours handling.
Time of Day
A condition used to check for a schedule in the IVR.
| Field | Description |
|---|---|
| Condition Name | Name of the condition displayed in reporting and call flows. |
| Time of Day Profile | The Time of Day Profile evaluated by this condition. |
| Condition is Met | Outside of Profile Hours (False) or Inside of Profile Hours (True). |
Use CaseUsed to route calls differently based on business hours — for example, transferring to an agent skill during hours defined as "met," and falling through to an after-hours announcement and voicemail option when the condition is not met.
Updated about 3 hours ago