IVA
Contain, or hand back with context
Studio regions, task keys, handoffs, and prompts that are production changes.
IVA and GenAI ยท practice ยท 12 min full read
A useful bot either finishes the job or returns the caller to a skill with the reason intact. IVA Transfer that dead-ends, or a Skill Transfer with no skill, is how you manufacture the Default queue.
- Design both endings
- Pass a reason the agent can see
The Engage page describes sentiment and a handoff to a human with context. Treat that as the product story. The variables you actually pass are the ones you stored. A script variable the reporting side never enabled will not be in the historical report.
Both endings are designed.
Draw both endings
Contained, and returned to Billing with a reason variable.
- Name the variable
- Name the skill
- Say what Default would mean
Both endings are real modules.
- No failure branch? The caller is stranded.
- No skill selected? Default.
- History? Enable a reporting call variable. New calls only.
- Engage handoff? With context.
- Five9 Engage. 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. Direct Connect: Layer-3 handoff, full duplex, BGP failover, in the technical requirements. Technical requirements PDF
Sister technologies. ServiceNow Plus adapter. Service Operations and Configurable workspaces. Release names in the PDF this lab read: Australia, Zurich, Yokohama. ServiceNow Plus adapter
Config. Contained, and returned to Billing with a reason variable.
Troubleshooting. The failure branch uses Skill Transfer with no skill, and new hires have none. Name the skill.
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.