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1.5 Call Flow Diagram

The design so far is shown below:

As you can see, the IVR application is defined as a tree structure similar to the folders and files structure in the Windows environment. The tree structure is called a call flow diagram. A call flow diagram also looks like a user manual of a voicemail system.

The tree node is called an element in IVR Studio. An element defines a certain stage of an IVR application. For example, the Get Password element is at the time right after an incoming call is answered. An element also defines a set of prompt items and activities. For example, the Get Password element plays the welcome message and waits for the caller to enter his or her password.

The link between elements is called a transition. A transition defines a change of the active element. in order for a transition to happen, the condition of the transition must be satisfied. For example, the transition from Get Password element to Password Correct element happens when the caller enters the correct password "123".

The call flow diagram defines the following interactions:

  1. The sample IVR application answers a call
  2. Plays a welcome message, asking the caller to enter password
  3. If the password is incorrect, go back to step 2.
  4. If the password is correct, inform the caller the password is correct and hang up the call


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