Posts Tagged ‘call flows’

What is an Icon?

We’ve been talking about icons a lot recently in this blog, so I thought it might be time to explain what an icon is and what you can do with it.

We’ve all experienced IVR in one way or another: mostly when you’re calling a company for support and are asked something like: “for support press 1”, “for sales press 2”, etc., there is logic in the background in the form of a routing plan or call flow.

For example, such a routing plan could look something like this:

  • You call a number and hear a “welcome” announcement (Prompt – icon).
  • The system checks what time you are calling (Time icon)
  • For callers within opening hours, we play a menu (Menu icon)
  • For callers outside opening hours, we play a message and disconnect (Prompt icon)
  • Callers who select sales will be sent to the skill-group “Sales”  (Destination)

Our icons are end-user building blocks and represent a pre-built feature set based on the mode that is chosen for that particular icon.  Icons are graphic elements that you can use to build routing plans or call flows. We have packaged the most frequently used functions in IVR service creation and created numerous icons for our Visual Call Flow Builder (VCB). As a result, we now have over 30 pre-defined icons such as “Menu”, “DTMF”, “Http”, “Prompt”, “Destination”, “SOAP”, “String” etc.

In everything we do, we aim to make communication simpler, so rather than programming call flows, we offer a fully web-based graphical user interface in which icons are configured and connected: if you understand the logic of the call flow, you can create it. To check the parameters of an icon, you just need to double-click on it and can then make adjustments to suit your requirements.

Here are some screen shots of our VCB and the available icons.

This is an example of the logic for a credit card payment.

Call Flow - Credit Card Payment

Pre-defined Icons

Pre-defined Icons

If you want to know more about our icons and how to build call flows quickly and easily, then please get in touch.

The Call Flow Map

In the contact centers of large companies, such as airlines, call flows can become very lengthy and extremely complex. Whenever you look for a particular functionality in your call flow, e.g. to make changes, you can easily get lost in your own routing plans because they’re so extensive. Despite using our icon-based IVR trees, it is possible to lose track of your own call flows just because of their mere size. When you have over 500 icons, things can get tricky.

So what can you do if you want to find a specific icon or functionality in a complex routing plan? Why not try our search function? You type in the name of an icon, the icon type (e.g. database) or any other property of the icon you’re looking for and click search. The result you get shows all the locations of the icon or icons which could match within the call flow.

This makes it much easier to change functionalities. For example, if you want to change a prompt; you locate the respective icon via the search function and select a new prompt from a drop-down menu. That’s it! You don’t have to do anything with the call flow; you just open a backdoor via the icon. To cut a long story short, the search function helps you to implement changes quick and easy.

Another option to find a specific icon in a complex routing is our locator. It is like a map of the call flow. You can zoom in on a certain area in the call flow and click on icons there to access them in the routing logic. Again, by clicking on one icon there, you can change the functionality for the entire call flow.

And just incase you’ve forgotten; all this happens without any local installation. The search function and the locator are all part of our web-based service creation environment. All you need is a browser and internet connection.

What do you think is the best way to keep track of complex routings? Would you like to learn more about the locator and the search function? Then don’t hesitate to get in touch.