Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Operator: Configuring an Intelligent Robot/ Reference/ Parameters/ IVR Request Variable (IVRREQUEST)
Updated on 2024-10-12 GMT+08:00
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IVR Request Variable (IVRREQUEST)

The OIAP provides IVR interfaces for the IVR to invoke. Therefore, during flow orchestration, fields in IVR requests can be directly used as variables.

The following describes the method.

Parameter

Description

IVRREQUEST.cti_callid

Call ID of the CTI which a call is connected to and transferred by Huawei IVR. In other scenarios, this parameter is left empty. The value can contain a maximum of 32 characters.

Currently, this parameter is reserved.

IVRREQUEST.input

Dialog interaction result.

  • Voice recognition result or text input. The voice recognition result is the text converted from the voice. The text input result is the text content.
  • Voice key result, which is the key value, for example, 1 and 201801.
  • playover: voice playback completed
  • timeout: timeout
  • nomatch: recognition failure or key pressing failure
  • sys_err: system exception
  • hangup: hangup
  • recordend: recording ended

If the result is hangup, the hangup response of the ODFS can be triggered.

The value can contain a maximum of 1024 characters.

IVRREQUEST.IACmd

Field dedicated for intelligent match and intelligent case filling.

  • This parameter must be set to match when intelligent match is used.
  • This parameter can be set to any of the following values when intelligent case filling is used:

    match: A case filling request is submitted.

    rematch: Re-identify an event when the classification of the identified event is incorrect.

    confirm: When an agent selects a field, the system notifies the ODFS that the field has been confirmed.

IVRREQUEST.TextSource

Source of the request text.

  • This parameter specifies whether the input text is from an agent or a subscriber when IACmd is set to match (same for intelligent match and intelligent case filling). This parameter can be set to operator or user.

    operator: agent

    user: customer

  • The name of the field selected by the agent is transferred when IACmd is set to confirm, for example, object level 2.
  • This parameter is optional when IACmd is set to rematch.

IVRREQUEST.transin_data

Associated data parameters agreed by the access party and the OIAP, for example, data packet parameters transferred by the IVR.

IVRREQUEST.begin_play

Voice playback start time.

IVRREQUEST.end_play

Voice playback end time.

IVRREQUEST.call_id

Unique call ID, which is the same as the value of userid and is used by the flow.

The value can contain a maximum of 64 characters.

IVRREQUEST.inter_idx

Number of consecutive interactions with a subscriber, which is recorded on the ODFS side.

IVRREQUEST.feedback

Satisfaction. The options are 1 (satisfactory) and 0 (unsatisfactory). Integer.

IVRREQUEST.feedbackContent

Dissatisfaction reason. If the feedback is satisfactory, leave this parameter empty.

IVRREQUEST.channelType

Type of the channel through which a customer accesses the system. The options are WEB (web), INSTAGRAM (Instagram), TELEGRAM (Telegram), WECHAT (WeChat), FACEBOOK (Facebook), TWITTER (X (Twitter)), EMAIL (email), LINE, WHATSAPP (WhatsApp), 5G (5G RCS), and SMS.

IVRREQUEST.emailTitle

Subject of the email received during email channel access.

IVRREQUEST.ieValue

The IE information transmitted in the flow can be obtained. Currently, only the User To User option is available.
Parent topic: Parameters