What is call flow process?

Once a call is made to your phone number (or phone numbers), call flows chart the call’s journey and route calls from the first menu to the end of the call . Call flows plan exactly what customers will experience when they make first contact, and also show what will happen if lines are busy, unanswered, or misdirected.

Call flow is a customer service agent’s road map to providing solutions as speedily as possible in a call center . It provides prompts to take the correct action from the beginning of the call until the customer hangs up the phone.

When a call is made from a device within a 4G network, the request will first reach the MME to switch to 3G networks. The call is then routed to the GMSC. GMSC then queries HLR/VLR to learn which MSC the end user is located at, and forwards this call to the serving MSC.

Call flow describes the process by which a network routes a call to a mobile device . Even LTE devices still use 3G networks for most voice calls. 3G call flow is different in a GSM network than in a CDMA network.9 May 2014