Legs A-B (History)
- Olesya Tantsyura
1. Description
This tab displays the call's path (Fig.1).
A call can consist of several connections; the connection order may change for different types of calls (see Table 4).
Type of Call | Connection Leg A | Connection Leg B |
|---|---|---|
Inbound | Subscriber - Server | Server - Agent |
Outbound IVR | Server - Subscriber | Subscriber |
Preview dialer | Agent | Subscriber |
Progressive dialer | Subscriber | Agent |
Predictive dialer | Subscriber | Agent |
Outbound | Agent | Subscriber |
Internal between Users | Call initiator | The User who received the call |
Tab. 4. Connection Legs A-B depending on the type of call
The information is represented by a register containing the columns selected for display in the register of call records on the History page.
Рис. 1. Legs A-B
Only one Leg A connection and multiple Leg B connections are possible.
For example, take an Inbound call:
Connection Leg A - Subscriber to the server.
Connection Leg B (1) - server to Agent 1.
Agent 1 did not accept the call; the server attempted to connect to Agent 2 - connection Leg B (2).