Carefully plan the call-flow for your system and define the voice menus to be presented to the caller. Use a flowcharting tool, like MS Visio or SmartDraw, to capture the call-flow.
Create a logical structure of menus and allow the caller the choice of correcting mistakes by re-entering digits or by returning to the main menu. If you are presenting the caller with a list, be sure to limit the number of options to no more than four, as too many options creates long greetings and frustrated callers. Limit the number of options presented to the caller to five or six on each menu -- too many options create long greetings and the caller will likely forget which number goes with each option. You can also allow the caller the opportunity to access an operator through use of a Help Digit.
See Step 1 in action in the E-Z Flow Software example.
Proceed to Step 2: Creating the
Call-flow Diagram and Setting Properties.