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 (Unified ICM) 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 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
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.