Engage Voice | Using the WWW node

The WWW node can facilitate communication with external resources using the REST or SOAP protocols. In other words, you can use the WWW node if you want the IVR to do things like retrieve, send, create, or update information by communicating with resources outside the platform. 
 
The WWW node is particularly useful because you can use input supplied by callers. For example, you might use a Get Input node to retrieve account numbers from callers. You can then use the WWW node to communicate with an external resource regarding those accounts. 
 
Depending on which type of web service you want to integrate, you’ll be required to supply a variety of additional information. Keep in mind that using the WWW node requires a working knowledge of API integration. That said, we’ll cover the basics in this article.

Adding a WWW node

When you’re ready to add a WWW node, follow these steps:
1. Drag and drop the WWW node from the palette onto the background
2. Hover over the WWW node to reveal the popup menu and select Edit to open the WWW Properties modal window
3. Enter a name in the Node Id field (optional)
4. Click on the Type field to reveal the dropdown menu and choose a type of web integration
5. Enter a URL in the URL field
6. Select audio files via the Concurrent Audio field (optional) 

a. Click on the Manual Entry pencil and paper icon and provide the exact audio file name in the field that appears

OR

b. Click on the Open Audio Library table icon to open the Audio Library modal window 

i. In the Audio Library modal window, select your first audio file from a list of global or account-level audio files

ii. Click OK to return to the Say Var Properties modal window

7. Enter a value in the Timeout field
8. Complete the additional fields as desired or as required according to the type you chose
9. Click OK to close the modal window

WWW node properties (common)

The fields listed below are common to all types of web integration that can be performed by the WWW node. These fields appear in the top half of the WWW Properties modal window.
  • Node Id: This is the unique name given to a particular WWW node that has been placed on the background. You can leave the default name or change it
  • Type: This field gives you four options for the type of web integration:
    • HTTP Post: A REST API method that creates a Rest API resource
    • HTTP Get: A REST API method that retrieves information about a REST API resource
    • HTTP Put: A REST API method that updates or replaces a REST API resource
    • SOAP: A messaging protocol that relies on strict message formats or structures to make a contract send messages back and forth
  • URL: Use this field to supply the URL that your IVR will use for the web integration 
  • Concurrent Audio: Use the icons to the right of this field to select an audio recording that will play while the IVR communicates with the external resource
  • Timeout: Enter a value in this field that determines how long the IVR will wait for communication with the external resource. Keep in mind this value is measured in seconds. If the IVR does not succeed before the time limit is reached, the IVR will not make a second attempt

WWW node properties (type-specific)

Depending on the web integration you choose from the Type field, you will encounter additional properties that appear at the bottom of the window. Most of these settings will be dependent on the specific system you are communicating with. Some familiarity with web services and APIs may be necessary to configure this section.
  • Format (HTTP Post and HTTP Put only): Determines the HTTP content to be included in a request
    • URL Values: Specifies variables to be included in the URL of the request
    • XML: Specifies XML content to be included with this request 
    • JSON: Specifies JSON content to be included with this request
    • Plain Text: Specifies Plain Text content to be included with this request
  • Name: The customer-defined name of the variable. This is generally set by the system that will be receiving the data
  • Type: Specifies the options for the Mapping field
    • Call Data: Values that pertain to the current IVR call
    • IVR Variable: The name of a variable defined in IVR Studio (prefixed by the ‘$’) 
    • Fixed Value: A constant alphanumeric string 
  • Mapping: The data value to send for the current variable or header. This will be different depending on the Type selected (see above)
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