Hi Juan,

Architect has a built-in variable for the caller's ANI, Call.Ani.

For the 2nd part, it sounds like you want to use the collect input action to get the caller's choice, then transfer to flow actions to go to the different flows.

https://help.mypurecloud.com/articles/collect-digits-data-action/

https://help.mypurecloud.com/articles/transfer-flow-action/

Also, here's an example screen shot of a task that would get input from a caller of one digit. If it is 1, the flow would then transfer to flow A. If the input is anything other than 1, it'll transfer to flow B. If there is no input received in the Collect Input action or there is a failure transferring to either flow A or B, it'll play "goodbye" and disconnect. Obviously this is a very basic example but it shows how to perform conditional logic based on what the caller enters to then route to a flow. :)

A couple of things to remember. If you're planning to get at information contained within the string returned by the Call.Ani variable, we have a phone number data type that helps. The phone number data type is documented here:

https://help.mypurecloud.com/articles/about-the-phone-number-data-type/

If you wanted to get the subscriber number portion of a tel: phone number, this is how you can to it by converting the Call.Ani value to a phone number value and then access the subscriber property off of the phone number:

`

ToPhoneNumber(Call.Ani).subscriberNumber

`

In the above task example if you do transfer to flow A or B and access the Call.Ani variable from within flow A or B, it's not going to report the value that it would in the original incoming call flow which is generally what people want. If you need to access the original Call.Ani value inside of flow A or flow B, what you'll want to do is in the original call flow, save off the Call.Ani value to a named attribute such as "callerAni" using the Set Participant Data action prior to the transfer. Here's the help for the Set Participant Data action:

https://help.mypurecloud.com/articles/set-participant-data-action/

Then when execution is in flow A or B and you want to retrieve the value saved off by the Set Participant Data action in the original flow, use the Get Participant Data action to get that value via. the attribute name you used in the original call flow. Here's the help for the Get Participant Data action:

https://help.mypurecloud.com/articles/get-participant-data-action/

Hope that helps!

Jim

Oh, and this help page lists other Architect flow built in variables:

https://help.mypurecloud.com/articles/architect-default-variables/

Jim

Thank you to you both! This gives me the information I need!

@Juan Foreman? Please select the best answer so we all can see that your question is answered with a solution :)

Hi Rogier - I'd like to be able to say that the responses above helped me with some good overviews of how things operate within a flow, but I'm still in the fog.

The piece I struggle with is how can I access data that is utilized by variables... I am successfully able to playback a caller's ANI with a flow using the Call.Ani variable, but outside of the active call, is that data available for reporting, tracking, and recalling of calls made within the IVR? I'm looking for a way to export a call's variable without the need for a bridge of some sort.

Does anyone know if the data is stored somewhere? Or is it simply used within the call and not stored?

I need a way to export what a caller has entered to be able to fulfill requests made by the IVR.

Use the set Participant data option. Here you can add a attribute name and the data to be stored. Participant data is stored within the interaction/participant data.

This data you can retrieve with an api or a query.