Introduction to the IVR Flow

IVR Flow Status

The status transition diagram of an IVR flow describes the IVR flow status and the status transition relationships, as shown in Figure 1.

Figure 1 Flow status transition diagram

• New

  After a flow is created, it enters the initial state New. In this state, the flow can be edited or deleted.

• Editing

  When a flow in New or Unreleased state is edited, it enters the Editing state. In this state, no other operations can be performed on the flow and the flow cannot be operated by other users. When the editing ends, the flow can be published.

• Unreleased

  If the editing ends, the edit page is closed during editing, an exception occurs during editing, or the publishing is canceled for a flow in Official Release or Gray Release state, the flow enters the Unreleased state. An exception can be an editing timeout error caused by network interruption or power outage. By default, if no request is sent on the editing page within 5 minutes, the flow times out.

• Official Release

  After a flow is published successfully, it is in Official Release state. A flow in Official Release state can be cloned, tested, and canceled.

• Gray Release

  After a flow is published successfully, it is in Gray Release state. A flow in Gray Release state can be cloned, tested, published, canceled, and viewed. A flow in Gray Release state can only be published as an official version.

For all flows, you can view the values of Type and Is Referenced by clicking Attribute. Table 1 describes the operations supported for flows in different states.

• For flows in New or Unreleased state, you can modify Type and Is Referenced by clicking Attribute. If a tenant has a main flow and an exception handling flow, the value of Type cannot be changed to Main flow or Exception handling flow for other flows.
• For a flow in Official Release or Gray Release state, you can click Test to manually configure the operation result on the Flow Test page, simulate the execution result of each diagram element in the flow, and test flow status transition.

IVR Configuration Process

You can configure an IVR flow based on the flowchart. Figure 2 shows the editing and handling process of an IVR flow.

Figure 2 IVR flow configuration process