Set Paremeter Action

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Understanding Parameters

Please consider reviewing the Understanding IVR Parameters article first to learn more about what Parameters are and how they can be utilized.

Parameters can be used for changing the behavior of the call flow and/or displaying data to agents or in historical logging. Most calls will be accompanied by plenty of useful parameters as provided by Standard Parameters, SIP Headers, and Session Parameters. However, there are times when you may need to add a new custom parameter when a flow is used or a condition is met.

Here are some examples of when you'd want to add a new custom parameter to a call:

• The caller has already heard a notification that the call may be recorded. This could be used to not repeat the message to a caller who is navigating through multiple IVRs.
• An account number entered by the caller indicates they are a legacy account holder and you'd like the logging to reflect this.
  ... and many more.

Adding a Set Parameter Action to an IVR

We predict that Set Parameter will most often be used as a sub-action to a condition but here is how to add it at the IVR flow level.

1. While configuring a new IVR Call Flow (or editing an existing one), select the "+" box to add a new condition/action

   

2. Select "Set Parameter - Action" from the dropdown list

3. In the "Set Parameter" menu, fill out all fields

   
   
   
   
   1. Action Name - What will this conditional step be displayed as in the flow and in historical reporting? As an example, you may call it "Notified of Recording"
   2. Session Parameter ID - This will be the name of the session parameter that you are currently adding. It will be available under this name in future parameter conditions, historical reports, and as displayed to the agent if desired. (i.e. "RecNotified"
   3. Set as a Static Value - (radio button)
      1. Offers you a free-form text or number field that will be statically assigned as the value for all calls that go through this experience. For example: RecNotified = "True"
   4. Set with Standard Parameter - (radio button)
      1. When selected, you'll have a drop down menu to select from existing standard parameters.
         This ultimately allows you to duplicate a standard parameter value but with a new session parameter title.
         For example, a standard parameter of "External Number = 8005551234" can be duplicated to be "Caller = 8005551234"
   5. Set with Session Parameter - (radio button)
      1. When selected, you'll have a single field where you are expected to enter the exact name of an existing session parameter that you'd like to work with. Once again, this is the ability to redefine the session parameter name for an existing parameter.
      2. You'll also be prompted to select if the results will be displayed to agents while on the call, displayed in historical reporting, and/or to redact all but the last 4 if desired.

         Here is a real-world example of how a customer of ours is using this today.

         • Earlier in the call flow, the caller is prompted to enter a DOT or MC number in a "Collect Digit" action.
           • The result of the digit collection becomes a session parameter of "DOTM_MC_Num"
         • A parameter condition can be added to check if the DOTM_MC_Num value collected has at least 8 digits or more. This means the number collected is not an MC number and is therefore a DOT number.
           • In the subaction for this parameter condition, the customer added a Set Parameter action to duplicate the DOTM_MC_Num and define it as a DOT_Num.

   
   
   

   Adding a Set Parameter Action to an existing condition as a sub-action

   1. If you would like to add a Set Parameter action to an existing conditional step, simply hover over the bottom edge of the condition until an indented "+" box appears. Then select the "+" option:

      

   2. Select "Set Parameter - Action" from the resulting dropdown menu and follow all steps as outlined above.