About Call Types

A call type is a category of incoming routable task. Specific call types are associated with dialed numbers. In this association, each call type has a schedule that determines which routing script or scripts are active for that call type at any time.

Call Types and Dialed Number Associations

There are two classes of call type/dialed number associations:

  • Voice: Voice call type/dialed number combinations such as phone calls are categorized by the dialed number (DN), caller-entered digits (CED), and calling line ID (CLID). The CED and CLID can be optional, depending on the call.

  • Non-voice: Non-voice type/dialed number combinations (such as e-mail and text chat) are categorized by the Script Type Selector, Application String 1, and Application String 2. Application String 1 and Application String 2 can be optional, depending on the application.

Call Types and Routing Scripts

Because the call type determines which routing script is run for a call, the call type defines call treatment. Therefore, the call type is the highest level reporting entity. Reporting on call type activity provides insight into end-to-end customer interactions with the system and with agents by providing data such as service level adherence, transfers, average speed of answer, calls handled, and calls abandoned.

In routing scripts you can change the call type at specific points in the script to indicate that a transaction has been completed. For example, if the customer is calling a bank and successfully checks his or her account balance using a Self-Service script, you may want to change the call type to indicate that the account balance transaction has completed and a new transaction has begun. You can also change call type in a script to invoke a new routing script associated with that call type. For example, if a call is not answered at an agent's desktop, you can change the call type in the script to redirect the call to a different script designed for Redirection on No Answer. The Redirection on No Answer script assigns a different agent to handle the call.

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