When to use Global Variables as opposed to Call Variables 1

[Steviebgood]

Hi There,

Could someone assist me in determining the difference between Global Variables and Call Variables and when to use either or?

Thanks

 

[mlgmartin]

What are global variables?
Global variables are script variables that you can use in any script on the system. The value of a global variable can be changed only in the Script Variables window. The value cannot be changed in the script.
Example:
BestAir Airlines has a global variable named business_hours_gv that is assigned a value of 08:00 a.m. to 05:00 p.m. BestAir uses this variable in its script as follows:
IF (TIME OF DAY = business_hours_gv) THEN
GIVE RAN open_ran_gv
END IF

What are call variables?
Call variables are script variables whose value can change for each contact. The value of a call variable follows passes from one script to the next with the contact. The initial value of a call variable is assigned in the Script Variables window. Each incoming contact uses this value unless it is changed in the script by one of the following commands:
-ASSIGN TO
-COLLECT DIGITS
-GET RESPONSE
Non-voice contacts can use only the ASSIGN TO command. The COLLECT DIGITS and GET RESPONSE commands apply to voice contacts only.
Examples:
You can use the ASSIGN TO command in a script to give a value to a variable for the duration of a contact. The following example assigns the value of the total number of active voice contacts, divided by the call rate, plus 10, to the variable int_var.

ASSIGN (TOTAL ACTIVE CALLS / CALL RATE + 10) TO int_var_cv

At BestAir Airlines, voice contacts enter their customer account number. BestAir uses the COLLECT DIGITS command to gather this information. The customer account number is stored in a call variable. In this example, when a voice contact enters a 10-digit account number, the information is stored in the call variable caller_acct_num_cv. The call variable is of the DN type.

COLLECT 10 DIGITS INTO caller_acct_num_cv