This page was last edited on July 20, 2018, at 19:06.
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The Applications view displays the following:
Prebuilt modules can be added to your main application. Blocks cannot be added or removed from these prebuilt modules, but specific options can be changed (for example, wording of prompts).
Click System Pulse in the toolbar to view the current status of each application. You can click a red or amber heart to view more information on where the issue resides within the application callflow. Additionally, you can click an issue to drill down and identify the root cause of the issue (for example, voice-recognition errors, hangups, or unplanned transfers).
The Business Processes section uses the following icons:
Icon | Description |
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This module calls into one or more other modules. |
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A link in the callflow does not link to a valid module. |
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Blocks cannot be added or removed from this callflow.
Important This icon is only visible when Advanced Details is active in the Applications view. |
Click Advanced Details to view the deployment status of applications and modules.
The following icons denote deployment status:
Icon | Description |
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Successfully deployed. |
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A change has been made to the application or module recently and has not yet been deployed. |
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A change has been made to the application or module, and a significant amount of time has elapsed since this change. |
You can perform the following actions from this section:
Click Show Graphical View to see a high-level graphical illustration of the application callflow. In particular, this view shows the modules used in the application callflow and the paths that lead to these modules. Applications are represented by green boxes and modules by gray boxes.
To view a different application, select it in the Choose Application drop-down menu.
You can perform the following actions from this section:
You can access the Callflow Editor by clicking an application or module in either the Applications view or the Show Graphical View.
The Callflow Editor is a visual drag-and-drop designer that allows you to design and configure new applications/menus, and maintain existing ones.
Each application is made up of several blocks, each linked by a specific path. Each block represents a step that the caller goes through during a call, such as a Menu block, a Question block, or a Link block. This enables you to understand the steps that a caller has gone through, as well as easily interpret reporting.
The different blocks you can add to a callflow are listed on the left side of the Callflow Editor in the toolbox. The names of the blocks in the toolbox can be displayed or hidden, as shown below:
The Callflow Editor has four other tabs
You might also see product-specific tabs, depending on which module you are currently editing.
The callflow of a product-specific module cannot be changed (for example, you cannot add or remove blocks), but specific options can be changed, such as the wording of prompts.