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Another way to diagram the application is an outline, as shown below. Outlines are easier than flowcharts for some people to understand because they use only words, not symbols.
Sample outline
Caller dials in.
Prompted with: "You have reached High Technologies, Incorporated."
1: "Please say the first and last names of the person you want."
2: (listen for four seconds; listen for anything on Wordlist 1,
that contains all names).
If there is no caller response or silence:
Prompt with: "Please repeat the name."
Go to 2.
If the caller response matches the word "help:"
Prompt with: "You can reach anyone at our location by saying
their first and last names. If you need further assistance, say
`operator' when asked for a name."
Go to 1.
If the caller response matches the word "operator:"
Prompt with: "Transferring."
Transfer the call to the operator's extension.
Finished.
If the caller response matches a name on the wordlist:
"Calling {first name, last name.} To cancel, say `no'."
(listen for two seconds; listen for "yes" or "no").
If match the word "no:"
Prompt with "Call canceled."
Go to 1.
If match the word "yes" or nothing (no caller response
or silence):
Prompt with: "Transferring."
Transfer the call to the named person's extension.
Finished.
