Customize System Variables

You can customize the desktop label of Phone Number and DNIS (Dialed Number Identification Service) variables only. You can create an alias of these variables and configure it using the Set Variable activity in the flow.

Procedure

Step 1

From the Management Portal navigation bar, choose Routing Strategy > Flows.

Step 2

Click the ellipsis icon beside the flow and click Open.

The Flow Designer window appears.
Step 3

From the Global Flow Properties pane, open the Variable Definition section.

Step 4

Click the Configuration tab.

Step 5

Click Add Flow Variable.

Step 6

Enter the Name and Description of the variable.

Step 7

Choose String in the Variable Type drop-down list.

Step 8

Enable the Make Agent Viewable toggle button.

Step 9

In the Desktop Label field, enter the desired desktop label for the variable.

Step 10

Click Save.

This creates the variable.
Step 11

From the Activity Library, drag the Set Variable activity into the canvas.

Step 12

In the Variable Settings section in the Activity Settings pane, do the following:

  1. From the Variable drop-down list, choose the variable that you have created in Step 10.

  2. In the Variable Value section, choose the Set to Variable radio button.

  3. Select the system variable that you want to edit such as NewPhoneContact.ANI for Phone Number or NewPhoneContact.DNIS for DNIS.

When you publish the flow, the newly created flow variable replaces the chosen system variable. During the flow execution, the Desktop Label of the newly created variable appears in the Incoming popover and Interaction pane of the Desktop.