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.

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One Response to What is an Icon?

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