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