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Available Predefined Variables

Anthony Wong
Updated

Overview

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 are optional, as you can easily create and use custom variables in any Logic+ flow to suit your specific needs.

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).

    • $(queueCallManagerID): Represents a unique identifier that only exists if a call has entered a queue.

      • A Queue Call Manager ID is not created until the interaction reaches a queue.

    • $(system.InteractionID): Represents a unique identifier for the interaction in a Logic+ flow.

    • $(system.OrganizationID): Represents a unique identifier of the environment's organization.

    • $(DATE.NOW): Pulls in an ISO 8601 timestamp (e.g. 2026-06-16T10:31:52.396-04:00).

  • 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, for more information on queuePoints refer to this article

    • 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

    • wptts_<Phrase> Whisper Prompts

    • sagentCSATsms CSAT (SMS & Email)

    • sagentCSATemail CSAT (SMS & Email)

  • Sidekick-passed Variables (Deprecated with Webhooks)

    • copilotAlert_queueId

    • copilotAlert_interactionId *Also known as the Queue Call Manager ID (QCMID)*

    • 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.

When accessing data from a variable in Logic+, use the format $(variableNameHere). However, when assigning a value to a predefined variable, the $() format is not required.

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 Articles

  • Set Variable Panel [internal Confluence reference, not migrated in this run]

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