Advanced Call Flow Architecture

Why this course matters

• Well-designed flows cut transfers, speed up first-call resolution, and reduce abandonment by getting callers to the right resource fast.
• Clear visual standards and diagrams align teams and simplify training and maintenance.
• Recognizing and building a portfolio of routing patterns lets you tailor CX for each scenario unique to your business.
• Adding AI for speech, intent, and sentiment boosts personalization and efficiency while lowering overall call handle times.

What you’ll learn

• Requirements discovery and caller journey mapping — capture intents, department use cases, compliance needs, and success criteria to guide routing logic.
• Routing strategy — when and how to use conditional, emergency/on-call, shared number, IVR, geo-based, shift-based, and skills-based routing.
• IVR menu design that works — optimize key presses, scripts, and prompts.
• Queue and ring-strategy design — sequential vs. simultaneous vs. rotating, overflow and priority paths, and callback logic.
• Visual flow documentation — standard symbols, branching patterns, annotations, and team handoff notes.
• Resilience and fail-safes — overflow handling, after-hours modes, and emergency re-routes.
• AI and automation layers — speech, intent and sentiment routing, predictive context, and post-call automation options.

Practical applications

• Redesign an existing main number flow to reduce transfers and wait times while preserving compliance and escalation paths.
• Implement a layered design with self-service for FAQs, status updates, or callbacks during call peaks.
• Deploy schedule or shift-based routing for multi-location or 24×7 teams, with on-call emergency paths.
• Incorporate AI tools to fast-track repeat callers or VIPs to the right agent queue.

Who should attend

• IT administrators and communication managers responsible for managing phone systems and ensuring service quality.
• Business analysts.
• Project managers and coordinators.