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Call Tree Window

Call Trees are visible in the Call Tree window which is located on the main Active Call Center program window.

Screenshot: Call Tree Window

The Call Tree shown above is the Internet Stock Quotes Call Tree. Specific steps of the phone call are called Nodes. In the Call Tree window, Nodes are represented by various icons (discussed later) and the Node's name. For example, the topmost Node in every Call Tree is named Answer_Phone and is depicted with a purple phone icon.

Paths that a call may follow are shown by dotted lines that connect the Nodes. At points in the call where the caller may be routed to several different Nodes, the Call Tree shows multiple branches. In the example above, the Check_Touch_Tone Node has two branches: one that leads to the Ask_Symbol Node and another that leads to the TouchTone Node.

Call Trees are also allowed to have loops. Loops are useful to allow a caller to repeat a sequence of events several times: for example, to retrieve quotes for multiple stocks one at a time. Loops on the Call Tree are shown with "...continues". Notice above that the Tone_or_Voice Node that follows the Ask_For_More Node initiates a loop back to the beginning of the call.

The looping and branching behavior of Call Trees allows the creation of rich, interactive environments for phone calls.

Note: Following this Call Tree appears to leave the caller in an infinite loop. Although there are no terminal Nodes clearly visible on this Call Tree, the Ask_For_More Node serves as a terminating Node by ending the call if the user chooses to do so. The termination of the call in this Call Tree is done in the VBScript Macro of the Ask_For_More Node even though that is not apparent by looking at the Call Tree display. This brings up a useful bit of information: Call Tree displays cannot show branching and other call flow control that is accomplished in the VBScript Macros at Nodes.

See Also

Call Trees

How Call Trees are Processed

Manipulating Call Trees

Inbound vs. Outbound Call Trees

Documenting Call Trees