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When planning your application, create a diagram of how you want the application to appear to callers. A diagram is helpful to depict the structure of the application. The diagram also allows you to plan what to do when errors occur, an aspect of applications that is frequently overlooked. If the same person or team is not the application designer and developer, a thorough diagram is a very valuable communication tool. Even when one person or team is both designing and developing the application, the diagram helps to separate the tasks, so that each task receives adequate attention.
Flowcharts and outlines are two ways to diagram the application. If you already have a way to communicate the structure of the application that works for you, use it. Whatever method you choose, plan your application carefully before implementing it.
Be sure to list all prompts and announcements to be played to callers. Make sure you show what should happen each time you expect caller input. Include what should happen when callers give correct (valid) input.
If you need to use secure data transmission, be sure also to indicate on your design where/when you want to use SSL. For more information, see Using SSL in VoiceXML applications in the Avaya IR system help.
Error cases are also important. What happens if callers give incorrect (invalid) input? How many times will you re-prompt after hearing incorrect input? Will the call be transferred to an attendant? What if callers do not respond? How many times will you re-prompt after hearing no response? A good flowchart or outline will cover all possible cases.
