Congratulations! You finished two call flows and you are now ready to launch your first babelforce flow with audio prompts and a Switch Node!
However, before you can actually start you should always allow for testing time. Actually, testing your flow sometimes take much longer than you think as you might stumble over errors you cannot explain and you might have to go back and find what's missing or where the logical error is hidden.
In this tutorial we want to explain how you can test (or debug) your call flow best. Of course, the more complex your flow gets the more likely it is that you'll test parts of it while you're building it. But the steps to follow remain the same.
List all scenarios
In case you read the first chapter you will remember how we drafted an overview of all possible scenarios a call could be routed through in a call flow. We created tables and lists to see where the call could go to and end up at. We also did something similar at the beginning of this section, in "3.0 - A call-flow with opening times and holidays." And this is what you need to do to prepare your test: list all possible call outcomes and test one after the other.
|Scenario description||True/ False|
|Incoming caller hears welcome prompt and is connected to an agent right after a few seconds of waiting music|
|Incoming caller hears welcome prompt and then waiting music. After 5 minutes the caller hears a sorry prompt and the call ends|
|Incoming caller hears welcome prompt and is told that no agent is currently available. Customer is asked to call back later. The call ends|
|Call reaches platform after hours. Customer hears Sorry prompt.|
|Call reaches platform on a special calendar day. Customer hears Sorry prompt.|
Next, try to make test calls for each of these scenarios. Put down the outcome.
If you are not getting a "True" returned for all cases, no problem. babelforce comes with a debugging feature.
You find it under Reporting > Live Logs. Click on the "No" under Enable Livelogging. This will activate the logging (live logging is switched on for five minutes - after that you have to turn it on again).
In the drop down field where you see "Info, Error" right now, select all available fields - this way you see all messages.
Now when you do a test call you will see lots of information run down the list. You will exactly see which module a call entered, which prompt was played, which trigger applied, which agent accepted or rejected a call.
If you struggle with reading these logs, continue reading this article: "How to test your IVR and call flow."
You probably still feel a little unsure. That was a lot of information. We suggest going back to the beginning of this section and try to use it for setting up your own flow. As soon as you've implemented your own flow with Switch Nodes this all will make much more sense! And you will also learn how to read live logs in no time!
Now you officially completed the second chapter. You are ready for your first own call-flows.
The next chapter will introduce basic automation features. It's gonna be super exciting!