Contact Types
The following contact types can be monitored in the Contact View, and they can be used as filters in Search. Some contact types are written in two forms depending on the place limitations.
|
Contact Type |
Description |
|---|---|
|
All |
All contacts |
|
All Calls |
In, In (Forwarded), Out, CMC In, CMC Out |
|
All In |
In, In (Forwarded) |
|
All Out |
Out, CMC In, CMC Out |
|
Call In |
Inbound calls. These calls do not include calls transferred by the system, nor consultation calls made during calls. |
|
Cons. Calls In, Cons In |
Inbound consultation calls made during calls |
|
Forwarded Calls In, Forwarded |
Inbound calls that are forwarded by the system to another application or external number. |
|
Call Out |
Outbound calls, does not include consultation calls made during a call. |
|
Cons. Calls Out, Cons Out |
Outbound consultation calls. |
|
OB Calls |
Calls made in an Outbound call campaign. |
|
CMC In Removed in 1708 |
Inbound calls data exported from CMC software |
|
CMC Out Removed in 1708 |
Outbound calls data exported from CMC software |
|
CMC Routing Removed in 1708 |
Calls using the Call Routing service |
|
CMC Recording Removed in 1708 |
Calls using the Recording service |
|
Voicemail |
Voicemails |
|
IVR |
Dynamic IVR application contacts. |
|
Chats In Until 1708: Chat In |
All types of inbound chat contacts |
|
E-Mails All |
All inbound and outbound e-mails |
|
E-Mails In |
Inbound e-mails |
|
E-Mails Out |
Outbound e-mails |
|
SMS |
SMS contacts |
|
Callback Requests, CBR |
Callback requests made in the system |
|
Callbacks, CBR Out |
Outbound calls based on callback requests |
|
Callback Internal, CBR Inter |
Internal calls for callback |
|
MTD OUT |
Calls with Multiterminal Desktop mode |
|
Chat In Text Added in 1708 |
Inbound text chats |
|
Chat In Video Added in 1708 |
Inbound video chats |
|
Chat In SMS Added in 1708 |
Inbound SMS chats. This means chat conversations generated from SMS messaging. |
|
Chat In Facebook Added in 1708 |
Inbound Facebook chat. This means chat conversations generated from Facebook messaging. |
|
Chat In WhatsApp Added in 2002 |
Inbound WhatsApp chat. This means chat conversations generated from WhatsApp messaging. |
|
Chat In WeChat Added in 2002 |
Inbound WeChat chat. This means chat conversations generated from WeChat messaging. |
|
Chat Out Facebook Added in 1911 |
Outbound Facebook chats |
|
Chat Out SMS Added in 1911 |
Outbound SMS chats |
|
Chat Out Text Added in 1911 |
Outbound text chats |
|
Chat Out WhatsApp Added in 2002 |
Outbound WhatsApp chats |
|
Chat Out WeChat Added in 2002 |
Outbound WeChat chats |