Description of Call Types

Call Type

**Table 1** Call Type
ID	Call Type	Description
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