Monitoring calls

The calls window displays all the calls currently being handled by CCA, regardless of whether they are the result of Outbound or Inbound activity. We use the term calls, yet refer to the broad range of call types which can be handled by CCA: voice call, fax, email.

The available fields are as follows:

• Contact ID: A unique ID number for the call, generated by CCA, that matches the CallID that appears in askiafield whenever the call is displayed.

• Time in: The exact date and time at which the call was received.

• Inbound: The type of call, identified by an icon, and whether the call is outbound or inbound.
  • : a telephone call
  • : a fax
  • : an e-mail.
  • Yes: the call is inbound.
  • No: the call is outbound.

• Status: The call's current status (see the call status table below for details).

• Duration: The total duration of the call (including transfer time, hold time, etc.).

• In queue: The total amount of time the call has been waiting in the inbound group queue.

• Agent: The name of the agent who is currently handling the call.

• Inbound group: The name of the Inbound group to which the call has been assigned.

• Sender: Identifies the caller (e.g. the caller's telephone number).

• DID: The number the respondent has dialed.

This context (right-click) menu contains the following commands:

• Delete: Remove the selected call from the list. Note: the actual call will not be interrupted, it will simply be deleted from the Calls window.

• Listen: Listen to the selected call (if you have Supervisor privileges).

• Record: Record a *.vox file of the selected call.

• See in: Monitor the screen of the agent handling the selected call.

Call status

The different call statuses are as follows:

• Dialing external number: The system is dialing an external number (as a result of a call being routed to an external number).

• Entering number: A number is being typed in.

• Finishing task: There is a task running on the agent's screen.

• In queue: The call is in the queue.

• Inbound connecting: A call is being connected: the call has entered the contact center and is waiting to be answered.

• Outbound ringing: An outbound number has been dialed and the phone is ringing.

• Parked: The call is put on hold.

• Reading: The agent is reading an e-mail or fax he/she has received.

• Receiving fax: The system is receiving a fax.

• Scenario: There is an IVR project running.

• Speech: An agent is speaking to the caller.

• Speech + task: An agent is speaking to the caller and also handling a task.

• Transfer: A call is being transferred.

• Transfer backtalk: A call is waiting to be transferred. The agent is talking to a third party about the call to be transferred.