Method of graphical programming for an interactive voice response system

This invention describes a way for non-technical users to visually design how a cloud-based contact center handles customer calls. Using a drag-and-drop interface, they can set up steps like playing messages, getting customer information, recording calls, and managing call queues. The claims specifically focus on a setup where one company provides the cloud contact center infrastructure to another company, allowing them to use both human agents and virtual agents that can initially handle calls before transferring them to live staff.