Creating Call Types

In addition to creating call types one at a time, you can also bulk load call type records previously output to a CSV (comma separated values) file. For more information see About Bulk Upload.

Creating a Call Type

To create a call type:

  1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create the call type.

  2. In the Folder Tree panel, click Resource, and then click Call Type.

  3. Enter a unique name of up to 32 characters for the call type. This can contain alphanumeric characters, periods, and underscores only.

  4. Complete the remaining fields as described in the Call Type Fields section.

  5. Click Save. Once you have created a call type you can reference it in a dialed number configuration through Unified CCE.

Call Type Fields

This table shows the tabs and fields available for call types.

 

Field

Description

Entry

Default

Required

Details Tab

Name

A unique name for the record.

Note: This may not be the same as the name by which the item is known on the remote equipment (Enterprise Name on the Advanced tab). Changing this name will not change the enterprise name or the name on the remote equipment. Changes to the name on the remote equipment will be reflected in the enterprise name, but under some circumstances, may not change the name shown here.

Unique. Up to 32 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

Null

Yes

Description

A description of the record.

Up to 255 characters.

Null

No

Path

Only shown when resource is first created. The location in the folder tree where the resource is to be created.

Click on the drop-down arrow to show the folder tree, then select the required location.

Current location in folder tree.

Yes

Bucket Interval

The count of Answered or Abandoned calls that are used as intervals for the Call Type.

Select from list

System Default

No

Service Level Threshold

Optionally, use to indicate whether this call type will use a service level threshold other than the system default.

Select from Use Global, None, and Use Specified.

For Use specified, you must also enter a number in seconds between 1 and 2147483647.

Use global setting

No

Service Level Type

Optionally, use to indicate how abandoned calls should be factored in calculating service levels.

Select from Use global setting, Ignore Abandoned Calls, Abandoned Calls Have Negative Impact, and Abandoned Calls Have Positive Impact.

Use global setting

No

Advanced Tab

Enterprise Name

The name used to identify the item on the remote equipment. Leave blank to auto-generate a unique name.

Note: If the item is created by importing from the remote equipment, this name will match the eGain Analytics name (Name on the Details tab). Changes to the name on the remote equipment will be reflected here, but under some circumstances, will not affect the eGain Analytics name.

Unique. Up to 32 characters, letters, numbers, and underscore characters only. Must begin with letter or number.

Auto-generated

No

Department

(Only shown for organizations that are not small contact center organizations, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.

Select from the drop-down list of available departments.

None

No

Active From Date

The date from which this Call Type will be active within the system.

Select date from calendar.

Current Date

Yes

Active To Date

The date after which this Call Type will be deleted from the system.

Either leave Forever checked, or uncheck Forever and select date from calendar.

Forever

No

Custom Data Tab

Key

The key for this custom data item.

Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.

Either an entry for each default key, or null if no default keys.

No

Value

The value to associate with this key.

Up to 500 characters.

To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs.

To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change.

To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion.

Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.

Null

No, for predefined default keys. Yes if new key being defined.
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