Call Components in Contact Center
Call Direction Types
In general, the following two types of call directions are identified in Contact Center Industry. Sometimes they are also termed "Common Types of Calls".
- Inbound Call: A call initiated by a customer to an agent is an incoming call for a contact center and is known as an Inbound Call.
- Outbound Call: A call initiated by an agent to a customer to provide services or sell a product is an outgoing call for a contact center and is known as an Outbound Call.
Call Types
In any system like Ameyo, calls can be divided into the following two types.
- System Generated Calls
- Manually Generated Calls
System Generated Calls
These calls are managed by the Ameyo system itself. There is no or very less user involvement. For example: auto dial, scheduled callbacks, and auto preview dial calls. The following table lists the System generated Call Types.
Call Type | Meaning | Direction |
|---|---|---|
outbound.auto.dial | Automated outbound calls initiated by the dialer using one of these algorithms: (1) Predictive Algorithm calls, (2) Progressive Algorithm calls | Outbound |
outbound.callback.dial | Calls redialed to previously dialed customers, done for either of these reasons: (1) Taking follow-ups from customers, (2) customer's phone could not connect on the first attempt | Outbound |
outbound.auto.preview.dial | Calls dialed automatically by the dialer using the Preview Dial Algorithm. After the customer connects, the call is transferred to the agent, and a preview of the customer's information is displayed on the agent's screen before the agent joins the call. | Outbound |
Manually Generated Calls
These calls are initiated manually by an agent or a customer, such as inbound calls, manually dialed calls, and transfer-to-campaign calls. The following table lists the manually generated call types.
Call Type | Meaning | Direction |
|---|---|---|
outbound.manual.dial | Manually dialed calls, initiated by the agent for any of these reasons: (1) Dial phone, (2) Dial customer, (3) Dial missed calls, (4) After preview dial customer | Outbound |
inbound.call.dial | Calls dialed by customers, which are received in the campaign through nodeflows. | Inbound |
outbound.manual.preview.dial | Manual calls dialed by agents using the Preview Dial Algorithm. | Outbound |
transferred.to.campaign.dial | Calls transferred from one campaign to another. Possible reasons include: (1) Agent transferred the call manually using the "Transfer to Campaign" feature, (2) Calls transferred in the nodeflow using the "TransferredToCampaign" node. | All types of calls |
Related pages
- Call Control FunctionsCall Control Functions
- Call Handling CapabilitiesCall Handling Capabilities
- Voice Telephony PanelVoice Telephony Panel
- Voice Resource TabVoice Resource Tab
- Inbound Voice Capabilities (IVR and ACD)Inbound Voice Capabilities
- Outbound Voice Capabilities Outbound Voice Capabilities