Comprehensive Call Flow Model
A comprehensive call flow refers to a detailed and structured representation or diagram that outlines the sequence of steps and interactions involved in handling a call within the UCCE environment.
It includes Call Routing, Call Identification, Self-Service Options, Media Handling, Call Treatment, call Transfer etc.
In UCCE comprehensive call flow it is type 10, which means CVP serves as both switch and VRU legs.
Call flow can be divided into four parts:
Switch Leg VRU Leg IVR Treatment Agent Leg
- Switch Leg
- VRU Leg
- IVR Treatment
- Agent Leg
Slides
