Patent ID: 7936868

Claim:
A method of generating a flow chart of a call flow program, the method comprising: collecting automatic call distributor (ACD) programming information from an ACD of a call center, wherein the ACD programming information includes a call flow program defining a call handling path, wherein the ACD is programmed with the call flow program to handle calls in accordance with the call handling path, wherein the call flow program includes at least one step having at least one associated instruction, wherein at least one of the instructions has a reference identifier identifying a data object stored in the call center and accessible to the ACD for the ACD to carry out the instruction when carrying out the associated step; identifying from the collected programming information the data objects of the call flow program and then obtaining the identified data objects from the call center; determining from the collected programming information which of the steps have two or more instructions; splitting each step having two or more instructions into multiple single steps each having a respective one of the instructions; determining the sequential order of the steps from the collected programming information and determining the sequential order of the instructions for each step having two or more instructions; transforming the instructions into functional phrases which include the identified data objects in place of the associated data objects; placing a respective block having the associated functional phrase for each instruction on a drawing, wherein the blocks are placed on the drawing in agreement with the sequential order of the steps and the sequential order of the instructions; and entering connection lines between the blocks on the drawing in accordance with sequential order of the steps and the sequential order of the instructions.