Deck_2_US_Landing_Flow

Question 1

What is the US Landing Flow?

Answer 1

WizeConnect_LandingFlow_V2 — the entry point for ALL US and Canada calls (voice and chat). More complex than UK because it handles special DNIS routing | ConfigurationByDNIS | IVA vs Non-IVA decisions | and multi-language culture routing. 48 blocks total.

Question 2

What is Block 1 of the US Landing Flow?

Answer 2

Set ANI and DNIS — saves the caller’s phone number (ANI) and the dialed number (DNIS) as contact attributes. UK Landing Flow does NOT do this — the UK Non-IVA flow does it instead.

Question 3

What is Block 2 of the US Landing Flow?

Answer 3

Set Logging — enables CloudWatch logging. Same as UK.

Question 4

What is Block 3 of the US Landing Flow?

Answer 4

Set Recording — configures initial call recording behavior. Same concept as UK.

Question 5

What is Block 4 of the US Landing Flow and why is it unique?

Answer 5

Check DNIS for Special Routing — compares $.SystemEndpoint.Address against +18888302304. This is a specific phone number that gets direct-to-queue routing | completely bypassing the IVA module system. UK Landing Flow has no equivalent.

Question 6

What happens when DNIS matches +18888302304?

Answer 6

Play a message → HOO Check → If OPEN: play message | set queue | transfer to queue | disconnect. If CLOSED: play two closed messages | disconnect. This is a simple direct path — no modules | no IVA | no client config lookup. Just straight to an agent or closed message.

Question 7

What happens on the default DNIS path (not the special number)?

Answer 7

Flow continues to Block 5: Set Voice (Joanna Neural en-US) → Block 6: Set Contact Data → Block 7: Set ENV → Block 8: Set Lex/Lambda ARNs → Block 9: Set API ARNs → Block 10: Set Initial Module attributes → Channel check.

Question 8

What is Block 5 on the default path?

Answer 8

Set Voice — sets TTS to Joanna Neural with en-US locale. Joanna is the standard US English voice. UK uses Amy en-GB.

Question 9

What is Block 6 on the default path?

Answer 9

Set Contact Data — updates display name and metadata on the contact record. Same concept as UK Block 4.

Question 10

What is Block 7 on the default path?

Answer 10

Set ENV — sets ENV = $.InstanceARN for environment detection. Same concept as UK Block 5.

Question 11

What is Block 8 on the default path?

Answer 11

Set ALL Lex Bot and Lambda ARNs — 82 attributes. Same concept as UK’s 103-attribute block but with US-specific resources. Includes PromptLambda | NextModuleLambda | YesNoLex | RegexLex | AniRecordLambda | and 77 more.

Question 12

Why does the US have 82 ARNs vs UK’s 103?

Answer 12

Different regions have different resources. UK has UK-specific Lex bots and Lambdas (UKaniCallRecords | configurationByDNISUK | customerANIUK | EMEAOtherMenuLex | etc.) that don’t exist in the US environment. The US also has resources the UK doesn’t have.

Question 13

What is Block 9 on the default path?

Answer 13

Set API ARNs — sets API_ARN and TokenAPI_ARN. US sets TWO API attributes vs UK’s one because US has an additional token exchange API.

Question 14

What is Block 10 on the default path?

Answer 14

Set Initial Module Attributes — 6 attributes: Next_Module_Step = WizeConnect_WelcomeV2 | PathLog | Channel | ContainmentFlag | CommsANI | ConfigurationByDNIS Lambda ARN. Note the US welcome module is WizeConnect_WelcomeV2 vs UK’s WizeConnect_Welcome_UK_VoiceV2.

Question 15

What is Block 11 on the default path?

Answer 15

Check Channel — compares $.Channel for CHAT vs VOICE. Same branching concept as UK but each path is much more complex.

Question 16

What happens on the US CHAT path?

Answer 16

Set 11 chat attributes (IP | URL | accountId | authToken | subscriberId | etc.) → Check CultureCode for language → Route to the correct language-specific module path. US chat has 6 language options vs UK which doesn’t check language for chat.

Question 17

What are the 6 CultureCode options on the US chat path?

Answer 17

en-US (English US) → set LanguageCode | set initial module attrs | start module loop. es-US (Spanish US) → set LanguageCode + override Next_Module_Step. fr-CA (French Canada). es-ES (Spanish Spain). en-GB (English GB — calls configurationByAccountId Lambda | sets RoutingType). en-CA (English Canada).

Question 18

Why does en-GB on the US chat path call configurationByAccountId?

Answer 18

When a UK English chat comes through the US landing flow | it needs to look up the account differently — by AccountId instead of DNIS. It calls bdp-wizeconnect-lambda-configurationByAccountId and sets RoutingType. This handles cross-region routing for UK chats hitting the US infrastructure.

Question 19

What happens on the US VOICE path?

Answer 19

Block 12: Call ConfigurationByDNIS Lambda ($.Attributes.ConfigurationByDNIS) → Block 13: Set 12 attributes from return (AccountId | DNIS | AccountName | Region | DirectToQueueArn | etc.) → Block 14: Check ExperienceType for IVA vs Non-IVA routing.

Question 20

What 12 attributes come from ConfigurationByDNIS on the US voice path?

Answer 20

AccountId | DNIS | AccountName | Region | DirectToQueueArn | DirectToQueueName | ExperienceType | NonIvaCategory | Language | Culture | plus 2 more. These define everything about the client and how the call should be routed.

Question 21

What is Block 14 — the ExperienceType check?

Answer 21

Compares $.Attributes.ExperienceType. IF IVA → update PathLog → call NextModuleLambda → invoke module (starts the IVA module loop with full self-service experience). IF NOT IVA → check NonIvaCategory → route to Non-IVA path.

Question 22

What is the NonIvaCategory check?

Answer 22

If ExperienceType is NOT IVA | the flow checks $.Attributes.NonIvaCategory. IF LanguageSelection → the call needs language selection before queuing (goes to language selection path). DEFAULT → standard Non-IVA routing (invokes the US Non-IVA Router module).

Question 23

How does the US Landing Flow decide IVA vs Non-IVA?

Answer 23

The ConfigurationByDNIS Lambda returns ExperienceType for each DNIS. Some phone numbers are configured for IVA (full self-service) and others for Non-IVA (straight to agent). The decision is made IN the landing flow based on the Lambda return. UK makes this decision inside the module system instead.

Question 24

What is the complete block order for US voice default path?

Answer 24

1) Set ANI/DNIS → 2) Logging → 3) Recording → 4) DNIS check (not special) → 5) Voice (Joanna) → 6) Contact Data → 7) ENV → 8) 82 Lex/Lambda ARNs → 9) API ARNs → 10) Initial Module attrs → 11) Channel check = VOICE → 12) ConfigurationByDNIS Lambda → 13) Set 12 attrs → 14) ExperienceType check → IVA: module loop | Non-IVA: NonIvaCategory check → Non-IVA Router module

Question 25

What is the complete block order for the special DNIS path?

Answer 25

1) Set ANI/DNIS → 2) Logging → 3) Recording → 4) DNIS check = +18888302304 → 5) Play message → 6) HOO check → OPEN: play message → set queue → transfer → disconnect | CLOSED: play 2 messages → disconnect

Question 26

What are the key differences between UK and US Landing Flows?

Answer 26

US sets ANI/DNIS (UK doesn't). US has special DNIS routing (UK doesn't). US calls ConfigurationByDNIS in the landing flow (UK doesn't). US decides IVA vs Non-IVA in the landing flow (UK decides in modules). US has 6-language chat routing (UK doesn't). US has direct-to-queue path (UK doesn't). US has 48 blocks vs UK's 17.