System variables are variables that are created in the Jacada Interact Admin Console. Once created, they are available for use in Interactions, but cannot be modified in the Interaction Designer (unlike user variables). System variables are useful for storing values that are likely to be needed in many Interactions. When you create a system variable, it is available for use in the Designer for any Interaction, and default values set in the Admin Console are predefined in the Designer.
System variables are an important part of Interaction design, as they can, for example, supply important information, help to route a customer's call, or determine whether customer input is saved in the database. In the Designer, regular system variables may be allocated with a hard-coded or a dynamic value. For more details, refer to Allocators.
A Read-only variable is a special kind of system variable that may be used in Interactions, but does not obtain values during run-time and cannot be allocated with values by users. They are listed in the Solution Explorer, and when viewed in the Variable Editor, are marked Read Only. For more information, refer to Read-only Variables.
All system variables (regular and Read-only) appear in the Solution Explorer with an next to them.
To view variable details and determine whether a system variable is read-only or not, click on a variable in the Solution Explorer to open the Variable Editor.
Pre-configured System Variables
To get you started, Jacada Interact comes with a set of out-of-the-box system variables. Using the Admin Console, you may delete the ones you don't need and add others that are required for your workflows.
The following table lists the system variables that are provided with the Interaction Designer. When using these variables in an Interaction, you may assign them an initial value before the Interaction is published. After you publish an Interaction, its system variables cannot be added to, removed, or modified.
|Variable Name||Type||Initial Value||Notes|
|Call Now Phone Number||Text||
|Used in the Call Now functionality, as the target number to dial.|
|Call Now Target Description||Text||
|A description of the target to call, e.g., call center, financial department, etc.|
|DNIS Group||Text||“”||Used by the DNIS Manager to determine the pool from which to provide a phone number for a customer to call. For example, you can create pools of numbers according to department (sales, technical support, etc.), or you can use different pools for different geographical regions.|
|historySearchId||Text||“”||A unique identifier defined by the call center and passed in a URL parameter, or allocated to a variable in the Interaction. This identifier is used by agents to search for the Interaction history.
Note: The name of the variable to which historySearchId is allocated should not contain any spaces.
|Non Audit||Boolean||false||Determines whether user input will be saved in the database and the log files. For more information, refer to Protecting User Input.|
|Target Telephony Queue||Text||“”||Used for routing purposes. May hold a Queue ID, to make the Queue ID name a more user-friendly one.|
Read-only variables are a special kind of system variable that cannot be allocated with values in the Interaction Designer. The values of most Read-only variables are populated automatically just before an Interaction is run. Read-only variables generally are used to obtain information about the user's device (such as operating system, location, and so on).
The Solution Explorer Variables tab displays all the system (and user) variables. To determine which are read-only, select the variable to view the read-only setting in the Variables Editor.
Read Only variables are listed and described in the following table.
|Variable Name||Request Header||Type||Sent by Agent App||Sent by Web Self Service||Sent by Mobile Self Service||Example/Notes|
|Access Token||Access-Token||text||Yes||Yes||Yes||Oauth2 returned token.|
|Altitude Accuracy||Altitude Accuracy||Number||No||No||Yes||Example: 1414|
|Android Id||Android Id||text||No||No||Yes||A 64-bit number (as a hex string) that is randomly generated on the device's first boot. This number should remain constant for the lifetime of the device.|
|Bearing||Bearing||Number||No||No||Yes||Compass direction degrees, e.g., 322|
|Brand||Brand||text||No||No||Yes||The brand the software is customized for, if any (e.g., Samsung).|
|Call Return Number Entered||call Return Number Entered||text||No||No||No||Set to the number entered by the Interaction user when a callback request is generated.|
|Click to Call Caller ID||click to Call Caller ID||text||No||No||No||Set when Interaction user calls the Call Now phone number presented. Relevant when Call Now handling method is DNIS Service Application.|
|Camera Is Available||Camera Is Available||Boolean||No||No||Yes||
|Device Name||Device Name||text||No||No||Yes||Example: John's iPhone|
|Device OS||Device OS||text||Yes||Yes||Yes||Replaces Device-Type (used for mobile application version validation).
|Device OS Version||Device OS Version||text||Yes||Yes||Yes||Replaces Os-Platform-Version (was used for mobile application version validation).
|Device Serial ID||Device Serial ID||text||No||No||Yes|
|DTMF||DTMF||text||Yes||Yes||Yes||A unique number that is generated by the server when Voice Settings are set to DTMF.|
|IMSI||IMSI||text||No||No||Yes||International Mobile Subscriber Identity|
|Interaction unique ID||User-id||text||Yes||Yes||Yes||The server-generated unique id (could be generated by the cover app).|
|JMA Module Version||JMA-Module-Version||text||Yes||Yes||Yes||Used for mobile application version validation.
Example: Currently 2 in iPhone, 5 in Android.
|JMA Version||JMA Version||text||Yes||Yes||Yes||Example: 184.108.40.206|
|Manufacturer||Manufacturer||text||No||No||Yes||The manufacturer of the product/hardware (e.g., Samsung).|
|Navigation Current Page||Navigation-Current-Page||Number||No||Yes||No|
|Navigation Start Time||Navigation-Start-Time||Date||No||Yes||No|
|SIM State||SIM State||text||No||No||Yes|
|Screen DPI||Screen DPI||Number||No||No||Yes||Replaces UA-resolution|
|Screen Height||Screen Height||Number||Yes||Yes||Yes||Pixels (replaces UA-pixels)|
|Screen Width||Screen Width||Number||Yes||Yes||Yes||Pixels (replaces UA-pixels)|
|Time Stamp||Time Stamp||Number||Yes||Yes||Yes||Will be shown in milliseconds. When necessary, this variable can be shown in a date format by allocating it into a date variable.|
|Time Zone||Time Zone||text||Yes||Yes||Yes|