Call flow

CCaaS Designer is a highly flexible, graphical tool for designing and deploying call flows (scripts) in contact centers. Each script handles a specific call event.

In CCaaS, call flow is determined by:

• Events that depend on the media type of the call. By default, media types include voice, internet (chat) and message (email). For example, only VoIP calls enter the incoming call event and run the IVR script.
• The CCaaS Call Management Service response.

Using CCaaS Designer, you can create an IVR script that puts VoIP calls into a queue and gives the call skills based on caller input, for example, "Press 1 for Sales, press 2 for Support".

In CCaaS Designer, you draw the call flow using a simple connect-the-blocks approach with a graphical user interface. Each command block represents one logical step of the call flow, such as playing an announcement, collecting touch tone digits, or routing a call to a specific queue.

CCaaS Designer uses a superset of CallXML functions that enables web, email and VoIP calls to interact with the XML scripts to gather caller information and choices for call routing and caller identification. The CCaaS Designer CallXML functions are presented as a set of graphical tools called blocks.

The XML scripts gather the input for these functions and pass them to the XML Interpreter for processing. This enables CCaaS service providers, and their tenants, to quickly edit scripts without the need for VBScript programmers or CCaaS system administrator intervention.