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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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Der folgende Abschnitt beschreibt die Beziehung zwischen den vom jtel System getätigten Anrufen (sowohl eingehende als auch ausgehende) und die Art und Weise, wie der Anruffluss gehandhabt wird. Das Wissen, wie dies funktioniert, ist besonders wichtig, wenn Sie Statistiken im System ansehen (sowohl online als auch historisch). Verarbeitung eingehender AnrufeWenn ein eingehender Anruf vom jtel System empfangen wird, hängt die Verarbeitung von der Einrichtung der Servicenummer und dem mit der Servicenummer verbundenen Anruffluss ab. Es gibt im Wesentlichen drei Möglichkeiten, die Verarbeitung einzurichten. IVR-VerarbeitungIn diesem Szenario wird nur eine IVR-Anwendung zur Bearbeitung des Anrufs verwendet. Das System zeichnet Daten in den folgenden Tabellen auf 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 noteBeachte:
Acd Group Only ProcessingIn this scenario, the call is routed directly into an ACD group from the service number.
Acd-Gruppen-VerarbeitungIn diesem Szenario wird der Anruf von der Servicenummer direkt in eine ACD-Gruppe geleitet. Je nach den konfigurierten Regeln könnte die ACD zu weiteren ACD-Gruppen überlaufen. Das folgende Diagramm veranschaulicht dies und "explodiert" die relevanten DetailsThe ACD could overflow to further ACD groups, depending on the rules configured. The diagram below illustrates this, and "explodes" the relevant details.
Things to noteBeachte:
IVR and ACD Group ProcessingThis scenario is a combination of the above two scenarios:
IVR- und ACD-GruppenverarbeitungDieses Szenario ist eine Kombination aus den beiden oben genannten Szenarien:
Aus Gründen der Übersichtlichkeit werden im folgenden Diagramm einige Details weggelassen. So wird z. B. der Fall, dass mehrere ACD-Objekte verwendet werden, nicht berücksichtigt (obwohl dies nur eine Erweiterung des unten gezeigten Falls ist), und auch der Fall, dass mehrere ACD-Gruppen über Regeln in der ACD-Gruppe kaskadiert werden (Überlaufszenario), ist nicht dargestelltFor 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.
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