This image is a diagram that shows the following elements:

LEFT

• At the top left, a box labeled 1. External System: IVR contains the words Call Begin INFORMANT. This box contains a sub-box labeled "Input Key: customerId."

• At the middle left, a box labeled 2. External System: CRM contains the words Service Complete INFORMANT. This box contains two sub-boxes labeled "Input Key: customerId" and "Input agent, length, ..."

• At the bottom left, a box labeled 3. External System: CRM contains the words Call End INFORMANT. This box contains a sub-box labeled "Input Key: customerId."

MIDDLE

• At the top center, a box labeled Session ENTITY contains three sub-boxes labeled Key: customerId, customer, and call. Arrows are drawn from each of the three boxes on the left to this box. The first arrow, from the Call Begin box, is labeled CREATES or UPDATES. The second arrow, from the Service Complete box, is labeled ACCESS. The third arrow, from the Call End box, is labeled CLOSE.

• At the middle center, a box labeled Call ENTITY contains a sub-box labeled agent, length, ... An arrow points from the Session ENTITY box to the Call ENTITY box.

RIGHT

• At the top right, a box labeled Customer ENTITY contains two smaller boxes: Key: customerId and age, language, ... An arrow points from the Session ENTITY box to the Customer ENTITY box.

• At the right center, a box is labeled Customer Data Source DATA SOURCE. A two-way arrow is located between the Customer ENTITY box to the Customer Data Source DATA SOURCE box. This two-way arrow is labeled MAPPED TO.

• At the bottom right, a cylinder is shown labeled RTD Database. This cylinder contains a small rounded box labeled CrossSellCustomers TABLE. One arrow points from Customer Data Source to the RTD Database. This arrow is labeled INPUT customerID. Another arrow points from the RTD Database to Customer Data Source. This arrow is labeled OUTPUT age, language, etc...