Making Sense of The Call Flow

Call Flows are made up of Nodes and Edges. Nodes represent the Broadworks entities such as call centres and hunt groups. Edges are the connections between these nodes and represent how calls flow from each entity for example a call centre is set to overflow a call to a hunt group if unanswered.

Node and edges are detailed below so you can make sense of your call flow.

Simple call flow example of calls to the main number attached to an Auto Attendant

Node Types

Node	Shape/ Colour	Details
Start/ Entry Node	Black Box Pointed Edges	This highlights the start of the flow. This is simply to guide the user to the first Broadworks Entity in the call flow.
Auto Attendant (AA)	Dark Green Record	This node shows the extension number in the middle of the node and also shows the key number it forwards calls to on each edge. In the above example key 2 forwards to 104.
Call Center (CC)	Grey Record	This node represents a Call Center that will contain agents. Each edge will show the type of routing to the connecting node. For example in the above the Call Center 'OF' - OverFlows to 2001.
Hunt Group (HG)	Purple Record	This is a Hunt Group which will contain users. Like the CC node it will also highlight the type of call forwarding to whatever the next connecting node is. In the above the Hunt Group 2001 'CFNR' Call Forward Not Reachable to 102.
User (U)	Yellow Record	This node is a User and like the CC and HG it will show the type of call forwarding to the connecting node. In the above user 104 'CFB' Call Forwards Busy to HG 2001.
Exit Node	White Circle with Black Border	These nodes indicate calls leave the Broadworks system. In the above AA 3001 forwards calls to '0123456789' on key 3 exiting the system.

Edges Types

Abbreviation	Meaning
CFB	Call Forward Busy
CFNR	Call Forward Not Reachable
CFA	Call Forward Always
OF	Overflow
NACF	No Answer Call Forward
BCT	Bounced Call Transfer
SCF	Stranded Calls Transfer
USCF	Unavailable Stranded Call Tranfer