Description of Call Types

0

SP_CALL_NORMAL

Normal incoming call

5

SP_CALL_LONG

Incoming toll call

6

INTER_CALL

Internal call

It refers to a call made by an agent to another agent. An internal call cannot be forwarded, or muted.

7

SP_CALL_OUT

Normal outgoing call

It refers to an outgoing call made by agents.

8

OP_CALL_OUT

Agent outgoing call type

9

OP_PRI_OUT

Outgoing call in the PRI mode

10

IVR_CALL_OUT

Outgoing call through IVR

11

SELF_CALLOUT

Outgoing call made by a Phone agent

12

IVR_PRI_CALL

Outgoing call in the PRI mode through IVR

13

NIRC_CALL_IN

Incoming call to a networked call center

14

NIRC_CALL_OUT

Outgoing call of a networked call center

15

NIRC_SPY_CALL_IN

QC incoming call to a networked call center

16

NIRC_SPY_CALL_OUT

QC outgoing call of a networked call center

17

NIRC_INTER_CALL_IN

Internal incoming network call to a virtual agent

18

NIRC_INTER_CALL_OUT

Internal outgoing network call of a virtual agent

20

ICD_SP_OPS_AIDERCALL

Aid call

21

ICD_SP_OPS_INCALL

Incoming call (international agent)

22

ICD_SP_OPS_PASSCALL

Relay call

23

ICD_SP_OPS_GIVECALL

Outgoing call (international agent)

40

OUTBOUND_CALL_OUT

Ordering an outgoing call

The system queries the reserved outgoing call database regularly. After obtaining the reserved calls whose time is earlier than the current computer time, the system forcibly makes the calls.

41

ICD_SP_OUTBOUND_PRE_OCCUPY

Pre-occupied an outgoing call

The system occupies an idle agent and then makes an outgoing call. If making the outgoing call succeeds, the idle agent handles the call.

42

ICD_SP_OUTBOUND_PRE_CONNECT

Pre-connecting an outgoing call

The system makes an outgoing call to a user. If making the call succeeds, the system connects the call to an agent when the phone of the user rings.

43

ICD_SP_OUTBOUND_VIRTUAL_CALLIN

Virtual incoming and outgoing calls

The system makes an outgoing call to a user. If making the call succeeds, the system connects the call to an agent after the user hooks off.

44

ICD_SP_OUTBOUND_PREVIEW

Previewing an outgoing call

It refers to a call that is made by an agent after the agent previews the outgoing call information.

45

ICD_SP_OUTBOUND_CALLBACK

Callback request

If a Web user needs to contact a call center when browsing Web pages on Internet, the Web user can use the callback request service. An agent in the call center then dials the phone number specified by the Web user.

After the call is connected, the web user follows the voice instruction of the agent and at the same time enjoy other services such as escorted browsing.

46

ICD_SP_IDD

International incoming toll call

50

ICD_SP_CBRT_CALL

RBT call

51

ICD_SP_INTERNAL_TWO_HELP

Two-party help call

When answering an incoming call, an agent can ask for internal help. In the case of a two-party help, the call of the customer is held, and the agent talks with the asked-for-help agent.

52

ICD_SP_INTERNAL_THREE_HELP

Three-party help call

When answering an incoming call, an agent can ask for internal help. In the case of a three-party help, the customer, agent, and asked-for-help agent can talk with each other. In the case of a two-party help, a three-party help can be initiated to form a three-party conversation.

60

ICD_SP_OUTBOUND_PRE_OCCUPY_PRI_CALL

Pre-occupied an outgoing call in the PRI mode

61

ICD_SP_OUTBOUND_PRE_CONNECT_PRI_CALL

Pre-connecting an outgoing call in the PRI mode

62

ICD_SP_OUTBOUND_VIRTUAL_CALLIN_PRI_CALL

Virtual incoming and outgoing calls in the PRI mode

63

ICD_SP_OUTBOUND_PREVIEW_PRI_CALL

Previewing an outgoing call in the PRI mode

64

ICD_SP_OUTBOUND_CALLBACK_PRI_CALL

Callback request in the PRI mode