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IVR Call Flow Diagram

A Call Flow Diagram in IVR Studio is a graph that specifies an IVR application. A call flow diagram is similar to a voicemail system user manual. It consists of elements and transitions among elements. The following figure is part of a call flow diagram:

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An element (node) in the above graph represents a specific stage of an IVR application. For example, the element labeled Main Menu represents a stage that an incoming call is just answered by the IVR system. An element also contains prompts and actions. For example, The Main Menu element prompts the caller to enter the mailbox number and then wait for caller input.

A call flow diagram is organized as a tree structure. An element that contains other elements is called a parent element; and the contained element is called child element.

An element has properties, which include general information (element name, transition keys, etc), prompts and actions.

Prompts are audio played over the phone by the system. For example, the prompts for Main Menu can be voice prompts for the caller to press 101 to talk to John, press 102 to talk to Sarah.

A transition is a change or a link from one element to another. With the exception of a jump element, a transition is defined from a parent element to a child element. A transition is usually caused by some caller responses, such as pressing some touch tone keys. For example, after a caller presses key 1, 0, and 1, the active element is changed from Main Menu to John.

A call flow diagram in IVR Studio defines an IVR application completely. For example, the above figure defines a simple auto-attendant application. Once it is deployed, the Voicent Gateway will behave as your auto-attendant system for incoming calls.


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