System Variables

System variables are prefixed with the @ symbol.

String

Contact Fields

String

Variable	Data Type	Description
@Service Name	String	The name of the script.
@New Line	String	This adds a new line. Use this in the Format String action cell.
@Carriage Return	String	This moves the cursor to the beginning of the current line. Use this in the Format String action cell.

Contact Fields

Available in a Dial script for an OUTBOUND campaign.

Variable	Data Type	Description
@ID	Integer	The unique ID for the call.
@Name	String	The name of the contact.
@Number	String	The Dialled number.
@Email	String	The contact’s email address.
@Misc1 - @Misc20	String	Miscellaneous fields 1 - 20, mainly for user-defined data.
@Attempts	Integer	The number of attempts made to call this number.
@Last Result	String	The result of the last processing attempt. Either a system-generated value (for example 'Busy' or 'Preview rejected by agent), or the last agent-selected completion code.
@Last Called	String	The date and time at which the contact was last processed by OUTBOUND.
@Table Name	String	The DATA MANAGEMENT table name.
@View Name	String	The DATA MANAGEMENT table view name
@System Retry	String	This indicates whether or not the call was placed as a result of the record being selected using the retry profile assigned to the campaign.
@Scheduled Callback	String	This indicates whether or not the call was made as an agent-scheduled callback.
@Callback Time	String	For a call pertaining to an agent-scheduled callback, the date and time the callback was scheduled to be placed.
@Callback Agent	String	For a call pertaining to an agent-owned callback, the name of that agent.

Call Record

Variable	Data Type	Description
@CLI	String	The originating number.
@DDI	String	The dialled number.

Note: on the UK, US, and Japanese storm platforms, these numbers are presented in local format (for example, 07700900873 in the UK). On other platforms, such as EU, they are presented in the international E.164 format (for example, +32 4561413415).

SMS Record

Available for inbound SMS messages only.

Variable	Data Type	Description
@SMS Origination	String	The originating number.
@SMS Destination	String	The destination number.
@SMS Message	String	The message text.
@SMS Keyword	String	The SMS keyword.

Email

Variable	Data Type	Description
@From Address	String	The 'From' address.
@To Address	String	The 'To' address.
@CC Address	String	The 'CC' address.
@Email Subject	String	The email subject.
@Email Message	String	The message text.
@Matched Email Address	String	Where the email has more than one ‘To’ email address, this is the one to which it was routed by the script.
@Number of Email Attachments	Integer	The number of attachments in the email.

Web

Variable	Data Type	Description
@Web Origination	String	The originating number.
@Web Destination	String	The destination number.
@Message Header	String	The message header.
@Message Content	String	The message content.

IM

These are for Web Chat 1.0 only. For Web Chat 2.0 and 3.0, use the chat variables in the Messaging Engine category.

Variable	Data Type	Description
@IM Mailbox	String	The name given to the web chat URL's access point.
@IM Chat ID	String	The unique ID generated for the web chat conversation.
@IM Name	String	The guest name, as entered by them.
@IM Subject	String	The chat subject, as entered by the guest.
@IM Query Parameters	String	If your organisation implements a custom form to enable customers to start a web chat, the information on the form is passed to the script via this parameter. (See the description of the Parse String action cell.)
@IM Last User ID	Integer	The ID of the last agent to have serviced the web chat. It is populated only if the session was restarted by the guest following a timeout due to inactivity. The ID allows the guest to be routed to the same agent via the Route to Contact action cell's Preferred Agent Identifier property.

Call Data

Variable		Data Type	Description
@CallRecord		String	This is a structured variable that is made up of several elements. It is populated by an incoming call. However, if you create a new instance of the variable and use it in the Outbound Call action cell, then that instance will only be populated with data relating to the outbound call.
	DDI	String	The Dialled number.
	CLI	String	The originating number.
	CLIWithheld	Boolean	True: CLI withheld. False: CLI not withheld.
	PresentationCLI	String	The presentation CLI for the call.
	PresentationCLIWithheld	String	True: The presentation CLI was withheld. False: The presentation CLI was NOT withheld.
	CallID	String	The unique ID for the call.
	StartTime	String	The time at which the call reached the storm platform in the format YYYY-MM-DD HH:MM:SS.
	SetupDuration	Float	The duration between the call reaching the storm platform and being routed to its destination (rounded to the nearest tenth of a second).
	RingingDuration	Float	The call ringing duration (rounded to the nearest tenth of a second).
	CallDuration	Float	The call duration (rounded to the nearest tenth of a second). This includes calls that are in progress.
	ClearingCause	Integer	The call result code, using Q.850 values. For incoming calls, this variable is populated when the call ends (its value is available in a clear down handler script). For calls made via the Outbound Call action cell, the value can be captured in a user variable.
	Transferor User ID	Integer	The ID of the storm UC and CONTACT user who transferred the call to the script.
	Transferor Username	String	The username of the storm UC and CONTACT user who transferred the call to the script.

Facebook

Although still supported, these are superseded by the Messaging Engine system variables, which you should use in new scripts.

Variable	Data Type	Description
@Facebook Origination	String	The originating Facebook account.
@Facebook Destination	String	The destination Facebook account.
@Facebook Message	String	The message content.
@Facebook DM Flag	Boolean	This indicates whether the message was posted on the Facebook page (a public message) or whether it was received from that page via Facebook Messenger (a direct message).
@Facebook Message Status	Integer	This indicates whether the message is an initial public post, an initial direct message, or a follow-on comment.
@Facebook Metadata	String	Any additional information provided by Facebook.

Messaging Engine

These are for all social media channels. They supersede the IM and Facebook system variables and should be used instead of those.

Variable		Data Type	Description
@Chat			For Web Chat 2.0 and 3.0 This is a structured variable that is made up of several elements. It is populated by an incoming web chat request.
	Name	String	The guest name, as entered by them.
	Subject	String	The chat subject, as entered by the guest.
	AdditionalData	String	If using the storm Web Chat API, this information is passed in to this parameter when a new chat session begins. Also, if your organisation implements a custom form to enable customers to start a web chat, the information on the form is passed to the script via this parameter. (See the description of the Parse String action cell.)
	Language	String	The language of the incoming web chat, allowing the chat to be routed to the agent who speaks that language.
@Chat Destination		String	For Web Chat 2.0 and 3.0 The name given to the social media access point.
@Chat Message		String	For Web Chat 2.0 and 3.0 The content of the first message in the interaction (up to 256 characters).
@Chat Origination		String	For Web Chat 2.0 and 3.0 The name of the social media user.
@Trustpilot			This is a structured variable that is made up of the following six elements.
	Language	String	The language of the review submitted by the consumer (for example, English).
	StarRating	Integer	The star rating submitted by the consumer.
	ReviewId	String	The ID of the review submitted by the consumer.
	BusinessUnitId	String	The business Unit ID (a unique key for the domain).
	ConsumerId	String	The ID of the consumer who submitted the review.
	Title	String	The title of the review message (for example, 'Excellent service!').
@WhatsApp			This is a structured variable that is made up of the following 'CustomerNumber' element.
	CustomerNumber	String	The origination telephone number of the sender.

Product

These are for storing data from other storm products.

Variable

Data Type

Description

@CONDUCTOR

This is a structured variable that is made up of a single element.

Service ID

String

The ID of the CONDUCTOR service that is associated with the FLOW script.

@UC & CONTACT

This is a structured variable that is made up of several elements. These are populated when a call is routed to FLOW from the storm UC and CONTACT Admin application. This can happen when an agent transfers their call to a FLOW script treatment, or when a queue matching rule's extended configuration overflows a call to a FLOW script.

Note: in the overflow case, the variables are populated only when the treatment overflow action is set to 'Overflow'. They are not populated when the action is set to 'Run Script'.

Origination.Extension

String

The extension number of the storm treatment through which the call was routed to FLOW, either by agent-initiated transfer or by overflow.

Origination.User ID

Integer

The ID of the storm user who transferred the call to FLOW via a storm treatment.

Origination.User Extension

String

The extension number of the storm user who transferred the call to FLOW via a storm treatment.

Origination.User Display Name

String

The full name of the storm user who transferred the call to FLOW via a storm treatment.

Origination.User Name

String

The username of the storm user who transferred the call to FLOW via a storm treatment.

Internal Transfer

Boolean

0	The call was NOT transferred to the FLOW script by an agent. For example, it overflowed to a FLOW script through a queue matching rule.
1	The call was transferred to the FLOW script by an agent.