Five9 IVR and Studio

See also

Sources

1. 1
   Each Studio interaction in a digital IVA has 30 seconds to execute, so customer API integration timeouts must fit within that window.

   Integrate Digital IVA in Studio with VCC · Integrate Digital IVA in Studio with VCC, Important constraint note · Checked 2026-09-25
2. 2
   The IVA transfer module's AI Provider field takes studio://<task-key> in GCP environments and an https://interaction.us7.studioportal.io URL ending in /tasks/<task-key> in CHI/VIR US environments.

   Integrate Digital IVA in Studio with VCC · Integrate Digital IVA in Studio with VCC, IVA Transfer Module General tab · Checked 2026-09-25
3. 3
   Five9 states that autodial IVR scripts are not compatible with standard inbound campaign IVR scripts.

   Exporting and Importing IVR Scripts · Exporting and Importing IVR Scripts, compatibility note · Checked 2026-09-25
4. 4
   The Five9 IVR Backup function produces a .zip containing the script, its subscripts, user prompts in each language, description.txt and description.xml. System prompts are not included.

   Exporting and Importing IVR Scripts · Exporting and Importing IVR Scripts, Backup/Restore section · Checked 2026-09-25
5. 5
   When Five9 Studio sits behind Engagement Workflow, Studio transfer nodes are not supported. Routing is handed back to the VCC IVR instead.

   IVA Studio Call Flow · IVA Studio Call Flow, introductory note · Checked 2026-09-25
6. 6
   For a Five9 queue callback, once an agent becomes ready, the agent's station automatically dials the number the caller gave.

   Creating an IVR Script with Queue Callback · Creating an IVR Script with Queue Callback, overview · Checked 2026-09-25
7. 7
   In the Five9 queue callback example, the Skill Transfer module sets a Queue Callback Digit on the General tab (the example uses 0). On the Queue Callback tab it takes the initial callback number from Seed Number and stores the confirmed number in Phone Number.

   Creating an IVR Script with Queue Callback · Creating an IVR Script with Queue Callback, Skill Transfer Module section · Checked 2026-09-25
8. 8
   Five9's queue callback example first creates a call variable group holding two call-type variables, Seed Number and Phone Number. A Set Variable module then assigns the caller's ANI to Seed Number.

   Creating an IVR Script with Queue Callback · Creating an IVR Script with Queue Callback, Call Variables and Set Variable Module sections · Checked 2026-09-25
9. 9
   Queued callbacks appear on the ACD Status tab, and Queue Callback calls have a dedicated disposition that can be used in reporting.

   Creating an IVR Script with Queue Callback · Creating an IVR Script with Queue Callback, closing call-handling paragraph · Checked 2026-09-25
10. 10
    Five9 Developer Program's MIT-licensed Python wrapper for the Configuration Web Services API covers the IVR-script methods createIVRScript, modifyIVRScript, deleteIVRScript and getIVRScripts, and includes an IVR diagram-generation example.

    Five9-Configuration-Webservices-API-Samples · Repository README and examples/ivrs/ivr_generate_diagrams.py · Checked 2026-09-25
11. 11
    To create a Five9 IVR script, an administrator right-clicks IVR Scripts in the Navigation pane, selects Add IVR Script and enters a script name.

    Creating IVR Scripts · Creating IVR Scripts, procedure steps · Checked 2026-09-25
12. 12
    To connect a Studio digital IVA to Five9 VCC, the admin creates a Studio API key with build permissions, then a VCC auth profile of type Basic with username apiKey and the Studio API key as password. The IVA transfer module's Authorization tab uses that profile.

    Integrate Digital IVA in Studio with VCC · Integrate Digital IVA in Studio with VCC, API key and authorization profile steps · Checked 2026-09-25
13. 13
    The Skill Transfer module offers these distribution algorithms for choosing an agent: Longest Wait - All Calls, Longest Wait - Non-Manual, Round Robin, Min Calls Handled and Min Handle Time.

    Skill Transfer Module · Skill Transfer Module, General tab, Distribution Algorithm · Checked 2026-09-25
14. 14
    A Studio call flow behind Engagement Workflow finishes on the End Session canvas, where a SIP Header node returns key-value pairs such as task UUID, region, task ID and routing information to Engagement Workflow. Each Studio key must use the same letter case as the matching Engagement Workflow GET function.

    IVA Studio Call Flow · IVA Studio Call Flow, End Session canvas section · Checked 2026-09-25
15. 15
    Five9 Engagement Workflow adds guidance to digital-channel routing, and much of it resides in the IVR. By default it routes customer email replies to agents holding the original interaction's skill, and it can be extended with custom Drools files configured through the Five9RulesEngine IVR module.

    Five9 Engagement Workflow · Five9 Engagement Workflow, chapter overview · Checked 2026-09-25
16. 16
    In the Engagement Workflow template, the Third Party Transfer module sends the call to Studio at an IISN number, a 12-digit identifier beginning with 777, with Send Data to Third Party and Receive Data from Third Party enabled.

    Engagement Workflow IVR Call Flow · Engagement Workflow IVR Call Flow, Module 2 - Third Party Transfer · Checked 2026-09-25
17. 17
    The Third Party Transfer to Studio in the Engagement Workflow template is configured with a maximum call duration of 3,600 seconds.

    Engagement Workflow IVR Call Flow · Engagement Workflow IVR Call Flow, Module 2 - Third Party Transfer settings · Checked 2026-09-25
18. 18
    Five9's Engagement Workflow IVR call-flow template hands a call to Studio with four IVR modules in order: a Set Variable module (PUT), a Third Party Transfer, a second Set Variable module (GET), then a Case module that branches on IVA_routeType.

    Engagement Workflow IVR Call Flow · Engagement Workflow IVR Call Flow, Module 1 to Module 4 · Checked 2026-09-25
19. 19
    Exported Five9 IVR scripts are saved with the .five9ivr extension and keep the flow chart, variables and default properties.

    Exporting and Importing IVR Scripts · Exporting and Importing IVR Scripts, export section · Checked 2026-09-25
20. 20
    The Get Digits module can interpret input as a date (MMDDYY, MMDDYYYY, DDMMYYYY), a time (HHMM, HHMMP) or currency.

    Get Digits Module · Get Digits Module, Input Format setting · Checked 2026-09-25
21. 21
    The Get Digits module's Termination Digit can be # or *, or it can be disabled. The caller's input is stored in a target user, contact, IVR or custom variable.

    Get Digits Module · Get Digits Module, Target Variable and Termination Digit settings · Checked 2026-09-25
22. 22
    In the Five9 Get Digits module, Max Silence between digits defaults to 2 seconds and does not apply when Maximum Digits is 1. Max Time to Enter Digits defaults to 20 seconds.

    Get Digits Module · Get Digits Module, Max Silence and Max Time to Enter Digits settings · Checked 2026-09-25
23. 23
    The Five9 Iterator module selects one contact record (next, previous, first, last or by number) from a record set returned by the Lookup Contact Record, Query or System Info modules. Call variables holding sensitive information are not offered as its output target.

    Iterator Module · Iterator Module, settings and note on sensitive variables · Checked 2026-09-25
24. 24
    The Five9 IVR documentation is organised into sections that include Visual IVR Scripts, Five9 Engagement Workflow, Implementing IVR Scripts, Designing IVR Scripts, Modules, IVR Examples, Error Messages and AI Agent Connect.

    Interactive Voice Response (IVR) · Interactive Voice Response (IVR) landing page, child-topic list · Checked 2026-09-25
25. 25
    Five9 documents IVR scripts as visual devices for routing calls in inbound and autodial campaigns.

    Interactive Voice Response (IVR) · Interactive Voice Response (IVR) landing page, opening sentence · Checked 2026-09-25
26. 26
    The Skill Transfer module's Max Queue Time is set separately for three conditions: agents in the queue are available, agents are in the queue but unavailable, and no agents are in the queue.

    Skill Transfer Module · Skill Transfer Module, General tab, Max Queue Time conditions · Checked 2026-09-25
27. 27
    The Skill Transfer module's Max Queue Time defaults to 10 minutes. Its maximum is 999 minutes and 99 seconds.

    Skill Transfer Module · Skill Transfer Module, General tab, Max Queue Time · Checked 2026-09-25
28. 28
    Five9 recommends adding only one queue (skill) to each Skill Transfer module so that reports stay useful.

    Skill Transfer Module · Skill Transfer Module, Skills tab · Checked 2026-09-25
29. 29
    The Skill Transfer module's default Priority setting is Increase By 10, and calls with higher priority are answered first.

    Skill Transfer Module · Skill Transfer Module, Priority tab · Checked 2026-09-25
30. 30
    A call's priority in the Skill Transfer module can be raised or lowered by a value from 1 to 100.

    Skill Transfer Module · Skill Transfer Module, Priority tab · Checked 2026-09-25
31. 31
    The Five9 Query module retrieves data from external websites, third-party web services or external contact-data sources. It uses GET or POST requests with parameters appended to the URL, or XML web service POST requests.

    Query Module · Query Module, overview · Checked 2026-09-25
32. 32
    If a caller declines the queue callback offer, the call either returns to the IVR or is transferred to voicemail.

    Skill Transfer Module · Skill Transfer Module, Queue Callback tab · Checked 2026-09-25
33. 33
    The Queue Callback tab has an option, Allow collection and callback of international numbers, that controls whether callers may leave a non-domestic callback number.

    Skill Transfer Module · Skill Transfer Module, Queue Callback tab, international numbers option · Checked 2026-09-25
34. 34
    When the Skill Transfer module's Queue Callback option is enabled, a caller can request a callback instead of holding until an agent is free. The module collects and confirms the callback number and stores it in a variable.

    Skill Transfer Module · Skill Transfer Module, Queue Callback tab · Checked 2026-09-25
35. 35
    The Queue Callback tab accepts customised TCPA consent text and can disable queue callback after a specified date and time.

    Skill Transfer Module · Skill Transfer Module, Queue Callback tab, TCPA consent and Disable Queue Callback after · Checked 2026-09-25
36. 36
    After Studio returns the call, the Engagement Workflow template's Case module routes on IVA_routeType, typically Skill, Extension, Agent or External.

    Engagement Workflow IVR Call Flow · Engagement Workflow IVR Call Flow, Module 4 - Case Module · Checked 2026-09-25
37. 37
    Every Five9 inbound or autodial campaign contains a default IVR script schedule. It is used while the campaign runs unless a higher-priority schedule applies, and it cannot be deleted or have its timing changed, although a script can be assigned to it.

    Managing IVR Script Schedules for Autodial and Inbound Campaigns · Managing IVR Script Schedules for Autodial and Inbound Campaigns, default schedule paragraph · Checked 2026-09-25
38. 38
    When Five9 IVR script schedules overlap in time or day, the schedule placed higher in the list has priority over those below it.

    Managing IVR Script Schedules for Autodial and Inbound Campaigns · Managing IVR Script Schedules, custom schedules paragraph · Checked 2026-09-25
39. 39
    Where names match, IVR script parameters defined in the Five9 campaign properties override the same parameter in a shared schedule configuration.

    Managing IVR Script Schedules for Autodial and Inbound Campaigns · Managing IVR Script Schedules, parameters paragraph · Checked 2026-09-25
40. 40
    In the Sierra integration, the Five9 implementation team sets Sierra's SIP domain in the X-FQDN-OB-PRD-Sierra header. Sierra returns X-headers, with X-RouteType telling Five9 the next action (such as skill transfer, external transfer, hangup or agent routing).

    Sierra Implementation Guide · Sierra Implementation Guide, SIP headers and return routing sections · Checked 2026-09-25
41. 41
    The Five9 IVR script for Sierra uses Query modules to retrieve data from Sierra and Set Variable modules to set routing parameters.

    Sierra Implementation Guide · Sierra Implementation Guide, IVR script configuration section · Checked 2026-09-25
42. 42
    Connecting Sierra through Five9 AI Agent Connect requires a Five9-provisioned domain, an activated Sierra account, a Sierra-assigned phone number, Sierra-generated query credentials and a Sierra-provided SIP domain (FQDN).

    Sierra Implementation Guide · Sierra Implementation Guide, Prerequisites · Checked 2026-09-25
43. 43
    The Skill Transfer module takes its error branch when a transfer error occurs, including an unresolved queue timeout or a variable that cannot be resolved.

    Skill Transfer Module · Skill Transfer Module, module branches / error branch · Checked 2026-09-25
44. 44
    The Five9 Skill Transfer IVR module is configured on the General, Skills, Announcements, Priority and Queue Callback tabs.

    Skill Transfer Module · Skill Transfer Module, tab headings · Checked 2026-09-25
45. 45
    The Skill Transfer module's Termination Digit lets a queued caller leave the queue by pressing #, * or a digit from 1 to 9.

    Skill Transfer Module · Skill Transfer Module, General tab, Termination Digit · Checked 2026-09-25
46. 46
    Five9 IVA Studio supports all SSML tags that Google supports, but not when the selected TTS voice is from Lumenvox. Among IBM voices, only those labelled transformable allow SSML editing.

    Text-to-Speech Prompts - IVA Studio · Text-to-Speech Prompts - IVA Studio, SSML section and voice-provider notes · Checked 2026-09-25
47. 47
    Five9 IVA Studio is used to build and maintain call flows, campaigns, QforMe queues and content items such as prompts, variables and datastores. Its areas are Build, Analyze, Manage and Discover.

    Studio Dashboard · Studio Dashboard, page body · Checked 2026-09-25
48. 48
    Five9 guidance for building IVR scripts is to plan the module flow first and test the script in a test campaign before moving it to production.

    Creating IVR Scripts · Creating IVR Scripts, introductory guidance before the procedure · Checked 2026-09-25
49. 49
    Five9 IVA Studio stores text-to-speech audio cache files for at most two weeks, and prompt preview does not play variable values.

    Text-to-Speech Prompts - IVA Studio · Text-to-Speech Prompts - IVA Studio, cache and preview notes · Checked 2026-09-25
50. 50
    The Five9 Updating IVR Scripts page does not say what happens to calls already inside a script when it is saved, so the behaviour of in-flight calls cannot be established from that page.inferred

    Updating IVR Scripts · Updating IVR Scripts, page body (absence of in-flight statement) · Checked 2026-09-25
51. 51
    If a Five9 IVR script is saved while its associated campaigns are running, new calls use the updated script.

    Updating IVR Scripts · Updating IVR Scripts, page body · Checked 2026-09-25
52. 52
    The Visual IVR chapter lists Get Digits, Input, Lookup Contact Record, Menu, Play, System Info and Voice Input as modules with visual IVR behaviour.

    Visual IVR Scripts · Visual IVR Scripts, supported modules list · Checked 2026-09-25
53. 53
    Five9 Visual IVR is an optional feature that gives mobile customers a screen-based alternative to voice-only IVR flows and is integrated into the customer's website.

    Visual IVR Scripts · Visual IVR Scripts, chapter overview · Checked 2026-09-25
54. 54
    The Five9 Voice Input module records caller speech. It defaults to a Max Time of 30 seconds (excluding prompts), a Final Silence of 3000 ms and a Max Attempts of 1, and recording also stops on a DTMF key or disconnect.

    Voice Input Module · Voice Input Module, recording termination conditions and timing settings · Checked 2026-09-25
55. 55
    A Voice Input recording can be kept as a recording available only in reporting, or sent to the agent so that it is available on the agent desktop as well as in reporting.

    Voice Input Module · Voice Input Module, Keep as Recording / Send to Agent options · Checked 2026-09-25
56. 56
    Studio exposes SIP header data from Engagement Workflow as XSIP variables. Each name gets the prefix XSIP_ and is lower-cased, with dashes converted to underscores (X-five9ani becomes XSIP_x_five9ani).

    IVA Studio Call Flow · IVA Studio Call Flow, Variable node / XSIP variables section · Checked 2026-09-25

Documents

Cite this page

WarmTransfer. (2026, September 25). Five9 IVR and Studio. WarmTransfer. https://warmtransfer.net/knowledge/five9-ivr-studio

@misc{warmtransfer-five9-ivr-studio,
  title  = {Five9 IVR and Studio},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/five9-ivr-studio},
  note   = {Verified 2026-09-25}
}