Posts Tagged ‘locator’

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.