Node Types
This section describes each node that can be used in a call flow in the Service Designer.
Icon
Node
Description
Link
(Play) Audio
Play an audio file to the calling party (or to the called party in certain circumstances).
DCA
Dynamic Call Agent. Allows calls to be presented to dedicated agents within predefined skillsets.
DTMF Capture
Collects keypad input from the calling party (or called party in certain circumstances) to be stored for use later in the service call flow, or to be retrieved using the Pulse Reporting facility.
Delete Record
For use with Data Tables. See also Insert Record, Select Record and Update Record.
Deliver Call
Allows the calling party to be connected to the destination phone number - i.e. the called party.
Distribution
Controls call flow based on the number of passes through the node either by the current call, or by previous calls to the service.
Dynamic Audio
Allows textual values to be played back as spoken words to the calling party (or called party in certain circumstances).
Insert Record
For use with Data Tables. See also Delete Record, Select Record and Update Record.
IVR Menu
The calling party (or called party in certain circumstances) can select an option from a menu using a single DTMF key.
Mid Call (Breakout)
The calling party (or called party in certain circumstances) can break out of a telephone conversation and perform certain limited functions before returning to the telephone conversation. This is an 'entry point' node (i.e. it has no incoming connection lines from a previous node) and is invoked by entering a DTMF code.
Multi Outdial
Outdials up to 7 destinations. The calling party is connected to the first destination that answers; the other destinations will stop ringing at that point.
Outbound Call
The calling party is prompted for a destination number (and optional PIN), and then an outdial is performed to that destination.
Post Call
Allows call flow activity to continue for the remaining party when either the calling party or called party clears. Certain limited functionality can also be performed when both parties have cleared down. This is an 'entry point' node (i.e. it has no incoming connection lines from a previous node) and is invoked on termination of one or both call parties.
Select Record
For use with Data Tables. See also Delete Record, Insert Record and Update Record.
Send Post
Used to build and send an HTTP POST request to a URL. If enabled, the response can be used to influence the subsequent call flow.
Set Variable
Allows the modification of custom service variables during the call flow, which can then be used elsewhere in the call flow. Basic functions include =, +, -, *.
Start
All call flows begin with The Start node. This is an 'entry point' node (i.e. it has no incoming connection lines from a previous node) and is invoked on the arrival of an incoming call.
Sticky Note
This node has no functional use in a call flow, has no incoming or outgoing connection lines, and is used simply to add descriptive text to the Service Designer canvas.
Update Record
For use with Data Tables. See also Delete Record, Insert Record and Select Record.
Voice Capture
Allows multiple voiced responses from the calling party (or the called party in certain circumstances) to be captured and recorded into a single audio file, which can then be sent as an attachment to up to 10 email addresses, or to the customer's FTP server.
Voicemail
Captures calling party audio (or called party audio in certain circumstances) that can be stored on the platform to be retrieved via the portal or by using the IVR Voicemail Retrieval Telephone Service . The captured audio file can also be sent to up to 10 email addresses.
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