Treatment Types in storm

A treatment is an entity in a storm contact centre for handling and routing an incoming communication. Treatments are configured in storm by administrators. The table below describes the available treatments. You need to understand the various types of treatment when, for example, configuring your organisation's Phonebook.

Treatment Type	Valid Format
Hunt group	A group of storm users whose phones are configured to ring in sequence or in parallel. The ringing stops as soon as the call is answered by one of the users in the group.
Switchboard	A queue that serves as a general waiting area for a site or department, or as an overflow area for callers who have been waiting too long to speak to an agent, or as an option on an automated IVR menu (for example, “press 0 to speak to an operator”). Switchboard operators who are logged in to DTA can monitor switchboard queues and claim (assist with) incoming calls and transfer them to other destinations.
Supervised Group	A supervisor listen-in service where a supervisor dials an assigned extension number to listen to live agent calls with the options of whispering to the agent and barging into the call.
Queue	An 'intelligent' or ACD queue for routing communications to agents in agent groups using hunting rules and ordering rules (collectively known as matching rules).
Pickup Group	A group of storm users whose calls can be answered by any other storm user by dialling ** followed by the assigned pickup group extension number.
IVR	A service that is used for setting a site to disaster recovery using an assigned dial-in number.
Persistent Inbound Connection	Not used.
Paging Group	A storm dial-in service allowing a user to perform a live voice broadcast to a preconfigured group of storm users by dialling the paging group extension number. A paging group can also be configured to allow the user to silently listen to a live meeting between the group of users, or to actively interact with them as in a conference.
Callback Queue	An 'intelligent' or ACD queue that, in addition to routing communications to agents in agent groups, also allows waiting callers to press a key to be called back when an agent becomes available.
FLOW Script	A storm service that is designed to interact with callers and to route calls accordingly, or to perform any other interaction-related function.
Shared Voicemail	A voice mailbox that is shared by various storm entities. Dialling the mailbox number allows a user to listen to voicemails that were left by callers who were asked to leave voicemails when their calls could not be routed to queues or hunt groups, or to listen to calls that were diverted (forwarded) by users who were not available to answer them.
SIP Endpoint	A storm entity for routing communications to an IP-PBX or SIP gateway device over a SIP trunk configured by your supplier. A SIP trunk can be a connection to a particular site, a specific PBX, or a data centre.