When the system software receives a route request for a call, it first determines the call type of the call. A call type is a category of incoming
Unified Intelligent Call Management Enterprise (Unified ICME) routable tasks. Each call type has a schedule that determines which routing script or scripts are active for that call type at any time.
There are two classes of call types:
Voice (phone calls)
Non-voice (for example, email and text chat)
Voice call types are categorized by the dialed number (DN), the caller-entered digits (CED), and the calling line ID (CLID).
Non-voice call types are categorized by the Script Type Selector, Application String 1, and Application String 2.
In either case, the last two categories of the call type are optional. For voice call types, the caller-entered digits and the calling line ID are optional, depending on the call. For non-voice call types, Application String 1 and Application String 2 are optional, depending on the application.
While chat sessions and blended collaboration are different from email and require call variables, the call variables are not part of the call type definition.
For example, you might define three call types to correspond to three sales regions within the country. You might have a network prompt that lets the caller enter 1 for sales, 2 for support, and 3 for information. If a call arrives for the dialed number 800.486.0029, with a CLID from the 403 (San Jose region) area code, and the caller enters 1 (sales) in response to the prompt, that call is classified as Western Sales.
If another call arrives with the same dialed number, but with a CLID from the 212 (New York City) area code, and the caller-entered digit 1, that call is classified as Eastern Sales.
You can define a general default call type and a specific default call type for each routing client. If the call qualifiers do not map to a specific call type, the system software uses a default call type defined for the routing client. If no default call type is defined for the routing client, the system software uses the general default call type.