Call flow is a telephony term that refers to the path that a phone call takes through a telecommunications network. It can be used to describe the flow of a call from the caller to the called party, or it can be used to describe the flow of a call through a call center or other automated system. Call flow is important because it can help businesses to improve the efficiency of their call center operations and to provide a better customer experience.
There are many different ways to design a call flow. The most common type of call flow is a linear call flow, in which the caller is presented with a series of options and is directed to the appropriate destination based on their input. Other types of call flows include:
