---
title: Call Components in Contact Center
slug: contact-center/call-components-in-contact-center
docTags: 
createdAt: 2025-12-28T17:31:17.305Z
---

# 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".

1. ***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.
2. ***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.

1. System Generated Calls
2. 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 Functions](docId\:P49iViBeMykfLAD3UCA-v)
- [Call Handling Capabilities](docId\:cr90NthVxSowapsm2l0TB)
- [Voice Telephony Panel](docId\:HG51o6O4BISzIPvktgoAP)
- [Voice Resource Tab](docId\:FZWjn1U93Gat_9kFJ4Ux0)
- [Inbound Voice Capabilities (IVR and ACD)](docId:-y9V8K_YfAPbwEezs1GW4)
- [Outbound Voice Capabilities
  ](docId\:DHegIum__alBmbLB9GW_x)