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Call Trees

When a call comes in it follows a path known as the "Call Tree." The Call Tree defines the decisions and actions that are to performed at each step of the phone call.

Different Call Trees can be created and saved, but the active Call Tree is always shown in Active Call Center's main window.

Each step of the Call Tree is called a "Node". All Call Trees start with an "Answer_Phone" Node. After Active Call Center has received or placed a phone call, call processing in the Call Tree will always start at the Answer_Phone Node.

Learning Objectives

When you have completed this chapter, you should be able to:

In This Chapter

Call Tree Window

How Call Trees are Processed

Manipulating Call Trees

Inbound vs. Outbound Call Trees

Documenting Call Trees