Available Predefined Variables

Predefined variables are versatile tools within Logic+ that allow you to modify values, retrieve specific call-related data, and integrate caller information into various workflows. These variables can be utilized to enhance the functionality of your flow by dynamically adjusting conditions, passing important details to external systems, and supporting complex routing decisions. By leveraging predefined variables, you can streamline processes and ensure efficient handling of calls and integrations.

Predefined Variables

• Data-Returning Variables (Returning Call-Related Information)

  • $(ani): Represents the caller's ID (Automatic Number Identification).

  • $(cnam): Represents the caller's name (Caller Name Delivery).

  • $(dnis): Refers to the number dialed by the caller (Dialed Number Identification Service).

  • SharpenCX_SIP_HEADERS*These options are accessible through Logic+ via Classic Logic or Sidekick initiation.*

    • .To

    • .From

    • .Via

    • .Allow

    • .Accept

    • .Call-ID

    • .Contact

    • .Max-Forwards

    • .P-Asserted-Identity

• Modifiable Variables (Adjustable Variable Fields for Routing Decisions or Reporting)

  • queueSkills: Seen in Sharpen Q UI, for more information on queueSkills refer to this article

  • queuePoints: Seen in Sharpen Q UI

  • twitter

  • facebook

  • email

  • companyName: Seen in Sharpen Q UI

  • firstName

  • lastName

  • callerCity

  • callerState

  • callerCountry

  • title: Seen in Sharpen Q UI

  • externalCRMAccountID

  • externalCRMID

  • externalCRMMake

  • externalCRMRecordType

  • externalCRMStatus

  • externalCRMCampaignID

  • externalCRMCampaignStatus

  • externalMarketingMake

  • externalMarketingID

  • externalCaseID

• Sidekick-passed Variables

  • copilotAlert_queueId

  • copilotAlert_interactionId

  • copilotAlert_alertInfo

    • .longCallThreshold *Available on Long Call Trigger*

    • .numHolds *Available on Holds Trigger*

    • .holdCountThreshold *Available on Holds Trigger*

    • .numTransfers *Available on Transfers Trigger*

    • .transferThreshold *Available on Transfers Trigger*

    • .callDuration *Available on Short Call Trigger

    • .shortCallThreshold *Available on Short Call Trigger

  • copilotAlert_alertType

• AI

  • latestSummary

  • latestSentiment

  • summaryRecap

  • sentimentRecap

**Variables highlighted in purple indicate fields that, when modified, will display in the Sharpen Q UI.

Handling PII Data in Logic+ Flows

When working with Personally Identifiable Information (PII) in a Logic+ flow, it’s essential to implement a standardized naming convention to protect sensitive data. Using this approach helps ensure that PII data is obfuscated once the flow is complete, safeguarding it from unauthorized access.

Standard Naming Convention for PII Variables

For any variable holding PII data, prepend “PII_” to the variable name to indicate its sensitive nature. This convention signals to the system and team members that the data must be handled carefully and obfuscated at the end of the flow.

Examples of PII Variable Naming:

• PII_CreditCard: This variable would store a 16-digit credit card number, which, after processing, would appear as ****************.

• PII_SSN: This variable would store a 9-digit Social Security number, later displayed as *********.

**By following this naming convention, PII data is managed securely and remains obfuscated after processing in Logic+ flows.

Related Article: Set Variable Panel