Diagram Elements

This section describes the names and functions of the diagram elements involved in a common IVR flow and how to use the diagram elements.

A maximum of 4096 characters are allowed in the text box of a single diagram element in a flow.

• Start
  This diagram element is used only to mark the beginning of a flow and does not have any internal logic.
• Subflow
  This diagram element is used to configure subflows for implementing tasks. No diagram element can be configured after a subflow.
• Call Ending
  This diagram element is used to mark the end of a flow.
• Switching Between Voice and Video Calls
  During a customer's call to the IVR, you can switch between voice and video calls.
• Voice Playback
  This diagram element is used to play a voice (for example, welcome voice) or video segment without interacting with the customer. The system supports WAV (8 kHz, 8 bits) voice files, TTS files, and video files.
• Voice Playback and Digit Collection
  
• Language Selection
  This diagram element is used to set the language for playing voices.
• Menu Configuration
  This diagram element is used to prompt a customer to select a menu to enter the corresponding branch for processing a specific business.
• Call Transfer
  
• Error Count Clearance
  This diagram element is used to clear previous error records when a customer needs to be transferred to another flow due to a number of intention matching errors.
• Branch Judgment
  This diagram element is used to judge branches.
• Logic Loop
  This diagram element is used to perform an operation on an object repeatedly until a certain condition is met.
• Variable Assignment
  
• Rule Validation V2
  
• Interface Invocation
  This diagram element is used when a third-party system interface needs to be invoked to implement a function. If no interface is selected, you can directly add parameters and assign values to the parameters to implement the function of the diagram element.
• Data Table
  
• Stored Procedure
  This diagram element uses a stored procedure to interact with the database.
• Time Selection
  The orchestration capability varies depending on the time. That is, the holiday time of each region may be different. During flow orchestration, perform different orchestration operations based on the holidays and working days.
• Information Query
  This diagram element is used to query the status of the current customer in the queue. When all agents are busy, the system plays the waiting tone to the customer through the IVR.
• User Level
  The priority (user level) of a call can be set. The call of a user with a higher priority is transferred to an agent first.
• Message Leaving
  The system records the message of a customer. After the recording is successful, the system returns the directory for storing the recorded message.
• SMS
  You can send common SMS messages and satisfaction survey SMS messages to the calling party. The SMS messages can be Huawei Cloud SMS messages or SMS gateway messages.
• Survey
  This diagram element is used to add a survey for an automatic outbound call task.
• Satisfaction Configuration
  This diagram element is used to play voices or videos to instruct customers to press keys for interaction and collect their satisfaction details about corresponding calls.
• Call Ending (Expired and Not Recommended)
  This diagram element is used to identify the end of a flow. Each flow has at least one Call Ending diagram element. In a complex flow, multiple Call Ending diagram elements can be used to identify the end of different branches.
• Condition Judgment (Expired and Not Recommended)
  This diagram element is used to set multiple conditions, based on which the system enters different branches. During configuration, you can click the connection line of a branch and select the corresponding condition.
• Ringing (Expired and Not Recommended)
  This diagram element is used in the video call scenario to determine whether to display the video content on the customer side or agent side.
• Response (Expired and Not Recommended)
  This diagram element is used with the Ringing diagram element. When Ringing is used with the Transfer diagram element and Transfer Configuration is set to Transfer to Skill Queue, you need to configure the Robot Reply diagram element to provide the agent answering capability.
• User Level (Expired and Not Recommended)
  This diagram element is used to set the user level. When multiple users are in the queue, the user with a higher level can be connected to the idle agent first.
• Time Selection (Expired and Not Recommended)
  This diagram element is used to configure the service provision time by time range, week day, or date. The system provides services based on the configured service time range on selected week days within the period that is configured.
• Assignment (Expired and Not Recommended)
  This diagram element is used to assign values to flow variables or global variables, and assign specified values to parameters.
• Transfer (Expired and Not Recommended)
  This diagram element is used to transfer a call from the current flow to another channel, such as an agent, a third party, or an intelligent IVR. After the call is successfully transferred, the Call Ending diagram element needs to be connected.
• Interface Invocation (Expired and Not Recommended)
  This diagram element is used to invoke a configured interface of a tenant. During interface invocation, you can assign values to the input and output parameters of the interface as required.