Call Segmentation

Mon, 01 Jan 0001 00:00:00 +0000

Call Segmentation #

Call segmentation is the name given to how the system models telephone calls. Understanding how calls are modeled is important in understanding the data which is displayed on reports and wallboards.

The following section explains how the system models calls, the difference between single/multi segment calls and what effect they have on the data displayed.

What is Call Segmentation? #

Telephone calls can range from being relatively simple with just two connections involved, to increasingly complex cases such as multiple transfers or conference calls. The system tracks all information about a telephone call using a model of Sessions, Segments and Connections.

Summarized & Aggregated Data

Mon, 01 Jan 0001 00:00:00 +0000

Summarized & Aggregated Data #

This section reviews how call data is aggregated/summarized when viewing reports based on segmented/non-segmented data.

Aggregation

The combining of the data from multiple call segments into a single call session to view the call as a whole rather than individual segments. This is done on Non-Segmented call lists and allows the user to view a call as a whole rather than the multiple call segments that may be involved.

Call Concepts

Mon, 01 Jan 0001 00:00:00 +0000

Call Concepts #

The following concepts apply to call analytics and have an effect on how call data can be analyzed. It is important to understand these concepts to help with configuration and to ensure the system is used to its full potential.

Glossary #

The following table outlines terms used in the context of communications platforms and analytics.

Name	Description
Account	A communication server/PBX instance
ACD	Automatic Call Distribution, a way of distributing incoming calls to agents
Agent	A user that can log in to receive calls from Queues that provide ACD features
Call	A telephone call between two or more parties. A call can have multiple segments
Call Flow	Call flows existing on the PBX and can be used to route calls or interact with them to ensure they go to the correct place.
CLI	The external caller ID or telephone number presented when a telephone call is received
Connection	A call segment can have multiple connections to different device/trunks on the communications platform
Device	An device that is used to make or received calls
DID	Direct Inward Dial, a telephone number used to bring incoming external calls into the communications platform
Group	A simple group that can be configured to deliver a call to multiple devices
Intercom (IC)	An internal call between two devices on the communications platform
Park	A state a call can be placed in while it is waiting for a user to pick it up. Calls can be parked at devices or park locations
PSTN	Public switched telephone network. The network of telecommunication service providers to link regional, national and international infrastructure
Queue	An advanced queue that provides ACD features, queuing incoming calls and distributing them to agents when they are available
Segment	A call can be made up of multiple segments as it gets transferred or overflows to different devices/queue on the communications platform
Service Number	The service number is populated with the DID on incoming calls and the Outgoing Caller ID on outgoing calls. This allows a single report to show the usage of a particular number
Trunk	An external line used to connect the communications platform to a PSTN
User	A user of the communications platform. A user may have one or more devices on the platform
Wrap	Time provided to an agent after an ACD call which they require to complete tasks relating to the call

Call Types #

Internal (Intercom) & External Calls #

Information about all telephone calls that take place are stored for call reporting purposes. This includes all external calls (calls involving a trunk line) and internal calls (intercom calls between internal devices of the business).

Call Analytics on ~.UcClient.~ Unified Communications

Call Segmentation

Call Segmentation #

What is Call Segmentation? #

Summarized & Aggregated Data

Summarized & Aggregated Data #

Call Concepts

Call Concepts #

Glossary #

Call Types #

Internal (Intercom) & External Calls #