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A Call Class is a high level means of classifying a call within the rostrvm system. A call is assigned a call class by CallManager. This is done according to rules defined for the Call Class, which are read by CallManager when it starts and again if it is re-configured. Call Classes can also be assigned by any rostrvm application. One such example of this is the OutBound Dialler, where each OutBound campaign is assigned a different call class.
Call Classes Panel
| • | Call Class - a textual description for the new call class; |
| • | Class Rule - a description of the configured automatic rules if any have been set; |
| • | Type - the type of call class (either Inbound or Outbound); |
| • | Call Class ID - the numeric identity of the call class (set by the rostrvm system); |
| • | Do Not Record - determines whether or not calls of this class are recorded by AuditLog. |
From here you can:
| • | Create Call Class - click the Create button on the Call Classes panel to add a new entry; |
| • | Modify Call Class - click on the Call Class name to view or change the properties of an existing entry. |
Call Class Groups Panel
Call class groups are provided to allow AdVisor to be configured with various display options against a list of call classes. This determines (along with the user group to which the user belongs) what will be displayed, and what options are available, to an agent when handling a call that has a call class contained within this group.
| • | Class Group - the name of the call class group; |
| • | Call Class - a list of call classes contained within this call class group. |
From here you can:
| • | Create Call Class Group - click the Create button on the Call Class Groups panel to add a new entry; |
| • | Modify Call Class Group - click on the Call Class Group name to view or change the properties of an existing entry. |
A Call Class is configured to be one of three types. The type is only relevant for automatic call class assignment and is not applicable for application supplied Call Classes (i.e. an application can assign an inbound Call Class to an outbound call if it so desires). The types are as follows:
| • | Inbound. A Call Class of this type is only ever assigned automatically by CallManager to an inbound call using the configured rules. The call could be an internal call from another agent, or it could be from a remote caller. |
| • | Outbound. A Call Class of this type is only ever assigned automatically by CallManager to an outbound call using the configured rules. This is a call to a remote party, or to another agent. |
| • | Campaign - This Call Class is assigned to an outbound campaign. |
Call Class rules are used for automatic CallManager Call Class assignment. For an inbound call, the Inbound rules only are applied. For an outbound call, only the OutBound rules are applied.
For internal calls, the Call Classes may change as the call progresses. When agent A calls agent B, an Outbound Call Class is assigned. However, when agent B receives the call, an Inbound Call Class may be re-assigned. The rostrvm event reporting services ensure that both agents are kept up to date with the class of call.
A Call Class assignment by a rostrvm application always overrides any automatic Call Class rule assignments.
The most common use of Call Classes is to distinguish between different types of inbound calls, and hence inbound Call Classes are the norm.
Call Classes are also used by the rostrvm OutBound dialling component. Each dialling campaign must be associated with a unique Call Class which is automatically assigned to each call made by the dialler on the specified campaign. These outbound campaign call classes are created automatically by Manager (when a new campaign is created) and normally have no rules assigned.
Automatic Call Class Assignment
Each Call Class can have any number of Rules. These determine whether or not a call has the Call Class assigned to it. Multiple rules may be defined for a single call class, and if so, either all need to be satisfied, or only one needs to be satisfied in order for the Call Class to be assigned.
It may be the case that Call Classes are defined in such a way that application of the rules may result in multiple matches. This being the case, the Call Class with the lowest ID is assigned.
Rules define the logical expressions used when testing call data. A rule element defines a single test to apply to a single element of call data. It defines the call data variable to test, a value to test against, and whether or not the values should be equal or not equal. For example, in the rule element “ACD Queue equals 2389”, the rule element is satisfied if the ACD queue over which the call arrived was 2389.
It is normal for a single rule to be assigned to each Call Class, the most common being “Dialled Digits = xxxx”. Complex rules involving ANDs and ORs are not normally necessary.
Call Class 0
This effectively means no call class and is provide by default on installation. The default description is "No Call Class" and may be changed as required (for example "Manual call" may be deemed more appropriate).