CallType Fields
Some Call-Event messages contain a CallType field that provides the general classification of a call.
Call Types are classified by Unified CCX based on the following scenarios.
- CALLTYPE_CONSULT
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Whenever a call is originated by placing a consult (even if the call goes off-switch or hits an unmonitored device).
- CALLTYPE_AGENT_INSIDE and CALLTYPE_OUT
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Whenever an agent places a new call (non-consult), the default is CALLTYPE_AGENT_INSIDE and the call is reclassified to CALLTYPE_OUT if the calls goes off-switch.
- CALLTYPE_ACD_IN
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All inbound (queued) calls.
- CALLTYPE_TRANSFERRED_IN and CALLTYPE_CONFERENCE
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All ACD calls (CallType=CALLTYPE_ACD_IN) that are transferred or conferenced.
- CALLTYPE_OTHER_IN
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Non-ACD-Calls coming to an agent, from outside or from unmonitored devices.
- CALLTYPE_ASSIST, CALLTYPE_SUPERVISOR_BARGE_IN, CALLTYPE_SUPERVISOR_INTERCEPT, and CALLTYPE_EMERGENCY
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Supervisor Assists, Barge-ins, Intercepts, and Emergency calls.
See CallType Values, for a list of all the CallTypes with their meanings.