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The following section describes the relation between calls made by the jtel system (both incoming and outgoing) and the way the call flow is handled. Knowledge of how this works is particularly important when viewing statistics in the system (both online and historical). Incoming Call ProcessingWhen an incoming call is received by the jtel system, how it is processed depends on the setup of the service number, and the call flow associated with the service number. There are three main ways the processing can be setup. IVR Only ProcessingIn this scenario, only an IVR application is used to process the call. The system will record data in the following tables:
Things to note:
Acd Group Only ProcessingIn this scenario, the call is routed directly into an ACD group from the service number. The ACD could overflow to further ACD groups, depending on the rules configured. The diagram below illustrates this, and "explodes" the relevant details.
Things to note:
IVR and ACD Group ProcessingThis scenario is a combination of the above two scenarios:
For clarity, some details are omitted from the diagram below. For example, the case when several ACD objects are used is not considered (though this is just an extension of the case shown below), and also the case when several ACD groups are cascaded (overflow scenario) using rules in the ACD group is not depicted.
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The following section describes the relation between calls made by the jtel system (both incoming and outgoing) and the way the call flow is handled. Knowledge of how this works is particularly important when viewing statistics in the system (both online and historical). Incoming Call ProcessingWhen an incoming call is received by the jtel system, how it is processed depends on the setup of the service number, and the call flow associated with the service number. There are three main ways the processing can be setup. IVR Only ProcessingIn this scenario, only an IVR application is used to process the call. The system will record data in the following tables:
Things to note:
Acd Group Only ProcessingIn this scenario, the call is routed directly into an ACD group from the service number. The ACD could overflow to further ACD groups, depending on the rules configured. The diagram below illustrates this, and "explodes" the relevant details.
Things to note:
IVR and ACD Group ProcessingThis scenario is a combination of the above two scenarios:
For clarity, some details are omitted from the diagram below. For example, the case when several ACD objects are used is not considered (though this is just an extension of the case shown below), and also the case when several ACD groups are cascaded (overflow scenario) using rules in the ACD group is not depicted.
Der folgende Abschnitt beschreibt die Beziehung zwischen Anrufen, die vom Jtel-System getätigt werden (sowohl eingehende als auch ausgehende), und die Art und Weise, wie der Anruffluss gehandhabt wird. Kenntnisse darüber, wie dies funktioniert, sind besonders wichtig, wenn Statistiken im System (sowohl online als auch historisch) angezeigt werden. Verarbeitung eingehender AnrufeWenn ein eingehender Anruf vom Jtel-System empfangen wird, hängt die Art und Weise, wie er verarbeitet wird, von der Einrichtung der Servicenummer und dem mit der Servicenummer assoziierten Call-FLow ab. Es gibt drei Hauptmöglichkeiten, wie die Verarbeitung eingerichtet werden kann. IVR-Only-VerarbeitungIn diesem Szenario wird nur ein IVR-Antrag zur Bearbeitung des Aufrufs verwendet. Acd Group Only VerarbeitungIVR und ACD Group Verarbeitung |
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La section suivante décrit la relation entre les appels effectués par le système jtel (tant entrants que sortants) et la manière dont le flux d'appels est traité. Il est particulièrement important de savoir comment cela fonctionne lorsque l'on consulte des statistiques dans le système (à la fois en ligne et historiques). Traitement des appels entrantsLorsqu'un appel entrant est reçu par le système jtel, la manière dont il est traité dépend de la configuration du numéro de service, et du flux d'appels associé au numéro de service. Le traitement peut être mis en place de trois manières principales. Traitement RVI uniquementDans ce scénario, seule une application IVR est utilisée pour traiter l'appel. Traitement du groupe Acd uniquementTraitement des groupes RVI et ACD |