IVR
Variables, lookup, and query
The module vocabulary, branches, Skill Transfer, queries, and visual framing.
IVR scripts ยท advanced ยท 12 min full read
Set Variable writes a value. Lookup Contact Record reads the contact. Query calls out, and the published example is an XML web service POST whose response groups are mapped with regular expressions into variables. That example uses script variables, not call variables, because the caller is not connected to an agent.
- Keep script variables and reporting variables apart
- Do not expect a backfill
Call variables are a different object, used when you need reporting later. Enabling them does not backfill history. A Query result you never store in a reporting call variable will not appear in a historical call log.
The example is careful about this.
Trace a ZIP
In the builder, place Input then Query then Play and name the variable.
- Name ZIP
- Say the variable is a script variable
- Say what you would enable if reports must show it
You did not assume history backfills.
- Example request? XML web service POST.
- Why script variables? No agent on that call.
- History backfill? No.
- Lookup exists? Yes.
- XML web service IVR example. vendor. last checked 2026-10.
- IVR modules. vendor. last checked 2026-10.
- Call variables for reporting. community. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
Glossary. User profile: The permission template for a person. Not a campaign profile. Planning your implementation
Sister technologies. CRM SDK. Bring-your-own CRM when no named adapter exists. APIs and SDKs
Config. In the builder, place Input then Query then Play and name the variable.
Troubleshooting. The variable was enabled today. Report from the enable date forward.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.