Components of a Node and How they are Processed

Three Major Components of a Node

Every Node has three major components:

1. A question to be posed to the caller at the Node (optional - Nodes are not required to have questions).
2. A template of defined responses that are expected at the Node (optional).
3. A VBScript Macro that is executed at the Node (optional).

Each of these three components is shown on a separate tab in the Edit Node window. The question is shown on the Question tab, the responses are shown on the Responses tab, and the macro is shown on the VBScript Macro tab.

Order of Processing

When a call reaches a Node, processing occurs approximately as shown in the diagram below.

During Node processing, an internal variable called "GotoNode" stores the name of the next Node to be processed. The result of matching responses and the execution of the macro can change the value of the "GotoNode" variable. This is the variable that is referred to below.

Call flow after the Node has been processed continues according to the "GotoNode" variable. While the current Node is being processed, it sets the "GotoNode" variable to let Active Call Center know which Node should be next in the call flow. If the "GotoNode" variable is not set at a Node, the call will end at that Node.

Note: for brevity, the complete behavior at the flowchart step marked "Pose a question, elicit a response" is not shown above. For a detailed discussion of this step, refer to the section on the Allow the Call to Continue Even if No Response is Given... field.