This article defines the different values used for Call Type, Call Direction, and Internal Call Ownership.

Call Types #

The classification of a call’s jurisdiction.

Local: Outbound domestic calls made to nearby areas, based on jurisdiction of the recipient.
Long Distance: Outbound domestic (including US/CA) calls made to areas not considered “local”, based on jurisdiction of the recipient. “Domestic Long Distance” calls can include calls between the United States and Canada, and other similar international phone numbers with matching country codes.
Inbound: Calls received from an external source, as determined by the organization.
International: Outbound calls made to a separate country or territory, based on jurisdiction of the recipient. “International” calls would not include calls between the United States and Canada, and other similar international phone numbers with matching country codes.
Info/Assist: Outbound calls made to a locally recognized non-emergency information or assistance number. Example: 411 (US), 111 (UK), etc.
Internal: Calls received from an internal source, as determined by the organization.
Toll Free: Outbound calls made to a locally recognized toll-free number. Example: 1 (877) 227-4669, “1 (800)” numbers, etc.
User Defined: Customized outbound call types, as defined during the onboarding process.

Call Direction #

The classification of how a call passed through the calling platform.

Inbound: Calls received from an external source, as determined by the organization.
Internal: Calls between internal sources, as determined by the organization.
Outbound: Calls placed to an external source, as determined by the organization.
Trunk to Trunk: Calls that are routed directly between two trunk lines, rather than involving end-user devices directly. A trunk being defined as a shared phone connection used to send multiple calls from one group to another.

Determines displayed ownership of a given call record.

Internal-Placed: The Extension and Owner of the call is the party that placed the call. The Phone Number is the party that received the call.
Internal-Received: The Extension and Owner of the call is the party that received the call. The Phone Number is the party that placed the call.
Both: Internal calls will show both a Placed (P) and Received (R) record for each call. In the Placed record, the Extension and Owner is the party that placed the call, and the Phone Number is the party that received the call. On the Received record, the Extension and Owner is the party that received the call, and the Phone Number is the party that placed the call.