The Contact Flow Engine includes support for inbound STIR/SHAKEN compliance both in contact flows and the agent desktop, keeping with the FCC's TRACED ACT requirements.
The system variable ibstirshaken denotes the status of validation checks and attestation levels (defined by the STIR/SHAKEN protocols) of incoming calls. Possible values for this variable are:
TN-Validation-Passed: Indicates that all the validation checks passed and the digital signature was confirmed to be valid, and the call had an A or Full attestation.
A or Full attestation: Indicates that the calling party and caller ID have been verified by the carrier.
No-TN-Validation: Indicates that all the validation checks passed and the digital signature was confirmed to be valid; however, the call was assigned either a B or Partial attestation or C or Gateway attestation.
- B or Partial attestation: Indicates that the call originated with a known caller but the caller ID cannot be verified.
- C or Gateway attestation: Indicates that the calling party and caller ID cannot be verified.
- TN-Validation-Failed: Indicates that the required digital signature was not received by the carrier from the call originator.
You can design contact flows that connect callers with agents of different skill levels based on these attestation values.
The value of the ibstirshaken variable in an inbound call appears in the agent desktop as the Inbound Verification field.
