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:

• Understand how Call Trees visually represent paths that a phone call may follow.
• Understand the role of the Answer_Phone Node as the starting point for all Call Trees.
• Recognize the use of branching and looping to create rich, interactive phone calls.
• Understand generally how a Call Tree is processed.
• Manipulate Call Tree files: open, create, save, copy, and move.
• Understand the strong similarities of Call Trees designed for inbound calls vs. those designed for outbound calls.
• Know several techniques for documenting the behavior of your Call Trees.