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Chapter Five. Developing the Design > Defining the Call Flow

Defining the Call Flow

When the designer has a strong concept and a complete set of ideas with which to express it, the task of designing the call flow can begin. This starts with representing it graphically, then mapping it into a textual form. Call flow simply refers to the structure of the design. This call flow takes callers through a series of states during which they will either be asked to respond to a question, listen to some information, or both.

In most applications, the first state is typically called the welcome state, in which the caller is welcomed to the application. At this point, depending on the application, the caller may or may not need to be identified. A home banking application would require the caller's account number, for example, but a purely informational application, such as a voice portal, would not.


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