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 ways in the table: the longer version is used in the drop-down list and the shorter in the search results.


Contact Type	Description
All	All contacts
All Calls	In, In (Forwarded), Out
All In	In, In (Forwarded)
All Out	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 These calls do 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
Voicemail	Voicemails
IVR	Dynamic IVR application contacts
Chats 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	Inbound text chats
Chat In Video	Inbound video chats
Chat In SMS	Inbound SMS chats This means chat contacts generated from SMS messaging.
Chat In Facebook	Inbound Facebook chat This means chat contacts generated from Facebook Messenger.
Chat In WhatsApp	Inbound WhatsApp chat This means chat contacts generated from WhatsApp messaging.
Chat In WeChat	Inbound WeChat chat This means chat contacts generated from WeChat messaging.
Chat Out Facebook	Outbound Facebook Messenger chats
Chat Out SMS	Outbound SMS chats
Chat Out Text	Outbound text chats
Chat Out WhatsApp	Outbound WhatsApp chats
Chat Out WeChat	Outbound WeChat chats