Studio IVA Call Flow

This page is a continuation of Creating the Studio Task and Engagement Workflow IVR Call Flow.

Datastore Node Log VCC Call Details

When the Studio task runs, this node records the following event in the Studio System Log.

See more about System Log Events.

Event	Param. 1	Param. 1 Description	Log Details	Debug
log_vcc_call_details	1	KVLIST Key Value ANI XSIP_x_five9ani Five9 DNIS XSIP_x_five9dnis Five9 SessionID XSIP_x_five9sessionid Five9 Call ID XSIP_x_five9callid

Comment Node Start Call Flow Here

Fulfill your IVA call flow requirements by adding Studio nodes after this node.

The Five9 Studio Behind Engagement Workflow template contains two prompt nodes for demonstration purposes.

Accessing Data from the IVR in the Studio IVA

The Engagement Workflow IVR sends data to the Studio IVA in a SIP header.

Retrieve the data as follows.

1. In the Studio task, insert a Variable node.

2. In the variable node, create a variable for each SIP header variable of interest. See Engagement Workflow IVR Call Flow.

3. Assign to each variable the name of the corresponding XSIP variable in Studio.

   Studio creates XSIP variables as follows.

   • Studio adds the prefix XSIP_ to the SIP header variable name.

   • Studio converts the SIP header variable name to all lower case.

   • Studio converts dashes in the SIP header variable name to underscores.

   Learn more about XSIP Variables in Studio.

   SIP Header Variable (from the IVR)	XSIP Variable (in Studio)
   X-five9ani	XSIP_x_five9ani
   X-five9dnis	XSIP_x_five9dnis
   X-five9callid	XSIP_x_five9callid
   X-five9sessionid	XSIP_x_five9sessionid

Comment Node Release to VCC

Complete your IVA call flow requirements above this node.

Goto End Session and Return Data to the Engagement Workflow IVR

The Studio IVA call flow completes on the End Session canvas.

The end session canvas is as follows.

Node	Description
SIP Header Node Set VCC Attributes	Return data to the Engagement Workflow IVR in the SIP header. You can add your own key-value pairs to the SIP header node. Your Studio task can have multiple SIP header nodes but the data is returned from only one SIP header node, which is the SIP header node executed last in the call flow. For more about the Studio SIP header node, see SIP Header. Key Value X-task_uuid {{sys.UUID}} X-task_region {{sys.Region}} X-task_pop {{sys.POP}} X-task_id {{sys.TaskId}} X-route_type {{vcc_routeType}} X-route_value {{vcc_routeValue}} X-route_reason {{vcc_routeReason}} X-task_account_id {{sys.AccountId}} Note: When sending data from Studio to the IVR, it is important that the Studio key is written in the same letter case as the corresponding Engagement Workflow GET function. See Engagement Workflow IVR Call Flow.
Datastore Node Write Session Data	Write session data to the Studio Post_Call_Session_Tracking_Studio_Behind_EW datastore.
Hangup Node Hangup	Return to the Engagement Workflow IVR Call Flow.

Handlers

Handler	Description
Disconnect	When the caller disconnects in the Studio IVA, the call flow routes to the Disconnect canvas automatically. The disconnect canvas call flow is as follows: Assigns variable vcc_routeType to value Hangup. Writes session data to the Studio Post_Call_Session_Tracking_Studio_Behind_EW datastore. Returns the call flow to Engagement Workflow. VCC attributes are not returned in the SIP header. VCC can access the data using a datastore search by Five9 Call ID using the query module.
No Input	When the caller provides no input to a Studio prompt, the call flow routes to the ev_noinput canvas. The no input canvas call flow is as follows: Prompts the customer. Assigns variable vcc_routeReason to value USER DID NOT PROVIDE ANY INPUT. Directs the call flow to the end session canvas.
No Match	When the caller input does not match expected input, the call flow routes to the ev_nomatch canvas. The no match canvas call flow is as follows: Prompts the customer. Assigns variable vcc_routeReason to value CALLER DID NOT PROVIDE VALID INPUT. Directs the call flow to the end session canvas.

Content Items

The Studio task uses the following content items. They are created in the Studio account when Creating the Studio Task.

Content Type	Content Item
Variables	These variable values direct the call flow on return to the IVR. Variable Description vcc_routeReason Enter a comment, description, or message. This is typically read by the developer. vcc_routeType Stores the type of route. Typically, this takes one of four values. Skill Extension Agent External vcc_routeValue Stores the required skill, extension, agent name, or external location.
Datastore	The Studio task writes session data to the datastore Post_Call_Session_Tracking_Studio_Behind_EW. Column Name Type Value vcc_call_id String {{XSIP_x_five9callid}} ani String {{sys.ANI}} iisn String {{sys.DNIS}} accountid String {{sys.AccountId}} region String {{sys.Region}} pop String {{sys.POP}} vcc_ani String {{XSIP_x_five9ani}} vcc_dnis String {{XSIP_x_five9dnis}} vcc_sessionid String {{XSIP_x_five9sessionid}} routetype String {{vcc_routeType}} routevalue String {{vcc_routeValue}} routereason String {{vcc_routeReason}}