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 Processing

When 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 Processing

In this scenario, only an IVR application is used to process the call.

The system will record data in the following tables:

• StatisticsPartA
• CounterDetailStatistics

Things to note:

• dtCallStart and dtCallEnd are always recorded in normal operation
• dtCallAlert may not be present. If the system issues a connect without ringing (for example to immediately play a prompt) then ringing may be skipped.
• dtCallConnect may not be present, if the call was never answered.
• CounterDetailStatistics are specific to a particular version of the IVR call flow. It is recommended to use IVR Statistics Markers to record statistics in the IVR if you require overall application (and version) based statistics.

Acd Group Only Processing

IVR and ACD Group Processing