Sample Call Flow

The sample call flow is an example of how a call can run between the user and the IVR system.

In general, the call flow starts with a greeting that welcomes you into the system.

If the system supports multiple languages, you may be prompted first to identify your preferred language before you are offered a list of options that provides various information such as on general transit agency announcements, routes, fares, service delays, and the status of elevators and escalators.

The prompts and responses included in the following table are only examples to illustrate what occurs when a customer calls to get some route information.

Table 1. Sample Call Flow
Options	Customer Input/Response	IVR Response	Description
Greetings			Customers are welcomed into the system.
Language Selection English Spanish	Customer Presses 1.	With 1 selected, the system proceeds to communicate in English.	Customers are prompted to select their language of choice if the system has a multi-lingual IVR system. In this example, the customer chose 1. The rest of the call is then conducted in English.
Announcements Sample prompts n main menu: 0-Customer Representative 1-Schedule/Route Info 2-Fares 4-Service Changes 5-Elevator/Escalator Status 9-End Call	Customer Presses 2 to get information on a specific route.	The system prompts the customer to enter the number of the route.	In some cases, your site may choose to insert announcements about major events before stating the options in the main menu. In this example, the customer selects 2, which triggers the prompt asking the customer to identify the route.
Enter Route Number	The customer presses 21 to get the schedule of Route 21.	The system prompts the customer to indicate the time for which the route information is required. If the customer pressed an invalid number, a message prompts him or her to try again.	In this example, the customer presses 21 to get the information for this specific route. This may trigger a prompt for the customer to enter the time that the customer wants information.
Enter Time	The customer presses 4:00 on the numeric keypad.	The system plays the recorded information on Route 21. At the end of the recording, the system prompts the customer to press 4 to repeat the recording or the * key to return to the main menu. If the customer entered a time in the past, a message prompts him or her to enter a valid time, that is, in the future.	Typically, the route information provided includes the start and end times of the route during the week, weekends, or holidays. The level of detail provided depends on how much information the transit agency chooses to include in the recording.
Other Information	The customer may need more information and decides to press the * key to return to the main menu.	The system replays the prompts for the main menu.	The succeeding prompts depend on what the customer decides to do: Continue the call to look up more information. Speak with a customer service representative.
Main Menu	Customer presses 0 to speak to a customer representative to get more information about the route.	The system redirects the call to the customer service line.