1. Description
This tab displays the call's path (Fig.1).
A call can consist of several connections; the connection order may change for different types of calls (see Table 4).
|
Type of Call |
Connection Leg A |
Connection Leg B |
|---|---|---|
|
Inbound |
Subscriber - Server |
Server - Agent |
|
Outbound IVR |
Server - Subscriber |
Subscriber |
|
Preview dialer |
Agent |
Subscriber |
|
Progressive dialer |
Subscriber |
Agent |
|
Predictive dialer |
Subscriber |
Agent |
|
Outbound |
Agent |
Subscriber |
|
Internal between Users |
Call initiator |
The User who received the call |
Tab. 4. Connection Legs A-B depending on the type of call
The information is represented by a register containing the columns selected for display in the register of call records on the History page.
Рис. 1. Legs A-B
Only one Leg A connection and multiple Leg B connections are possible.
For example, take an Inbound call:
Connection Leg A - Subscriber to the server.
Connection Leg B (1) - server to Agent 1.
Agent 1 did not accept the call; the server attempted to connect to Agent 2 - connection Leg B (2).