Call variables

It is possible to do external look-ups from Puzzel to a system (e.g. your CRM-system) on behalf of a caller, e.g. to find the customer number based on the caller’s phone number or a value entered using DTMF. If a value retrieved from such a look-up is stored in a variable in Puzzel and copied to raw data (‘xdrcopy’), such values can be stored in a separate table called call_variables in the raw data. It is also possible to store call/system variables not related to external look-up in  raw data. One example is 'caller_on_hold_total', which is the number of seconds a caller was put on hold.

Call variables are also shown in the Admin Portal's Archive.

The call_variables table contains the call_id, timestamp, variable name and variable value. There might be 0, 1 or more records for one call_id, and there might be more than 1 record for one variable name for the same call_id.

Call variables can also be useful for Dialler calls. Examples of what can be included:

  • values stored in one or more of the variables in the list (Var1-Var10)
  • external_id (from the list)
  • call attempt number (1, 2, 3)
  • silent_call (a record with value true when silent call happens)
  • Dialler mode (0=Preview, 1=Preditive, 2=Progressive, 3=Power)
  • SMS text sent to customer after no-answer

If you want to store something as a call_variable and show it in your raw data sql db, please contact Puzzel support to discuss the details and to order the needed service configuration (variable definition and ‘xdrcopy’).

Published

07/08/2020 - 14:23

Last updated

10/01/2023 - 14:29
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