Communication Legs

This section describes the communication legs that are written as records in the in CONTACT Data Records Data Source for the different communication scenarios in storm.

In diagrams, the following symbols are used to denote communication legs:

Symbol	Meaning
	This is an arrow with two properties: I or O: I means that the call leg is inbound to storm; O means that the leg is outbound from storm. Colour: Black indicates that the leg is populated with the field's data; white indicates it is unpopulated. Some call legs are annotated with explanatory notes.

 

Communication Legs in Voice Interactions

Communication Legs in Text Interactions

Communication Legs in Voice Interactions

For a CONTACT Data Records field pertaining to voice calls, a call leg diagram indicates whether or not a call leg is populated with the field's data. Shown below are the possible call leg scenarios for voice calls.

Deskphone Log In and Log Out

This is a storm user (such as an agent) logging in to a storm deskphone. It is always an inbound leg from the user to storm.

	External	storm	storm user
			Call leg

External Incoming Call

An incoming voice call to an access point typically comprises an inbound leg to the storm platform and an outbound leg to a storm user (whether through a queue or directly).

 

	External	storm	storm user
	First leg (caller)		Second leg (called party)

 

First Leg (Caller)

This is always an inbound call leg from the caller to storm. It is generated as soon as the call reaches storm.

Second Leg (Called Party)

This is always an outbound call leg from storm to the user (such as an agent). It is generated only if an available user has been found to service the call. It is therefore NOT generated for a call that ends in an IVR or ends up unrouted in a queue.

Outgoing or Internal Call

An outgoing voice call comprises an inbound leg or an outbound leg between the storm user and the storm platform and an outbound leg to the called party, which may be an external party (in the case of an outgoing call) or a storm user (in the case of an internal call).

 

	External	storm	storm user
		DIRECT	First leg (caller)
		or INDIRECT	First leg (caller)
		Second leg (called party)

 

First Leg (Caller)

This can be inbound or outbound depending on the method used to dial the call.

	It is an inbound leg to storm if the user dials the call DIRECTLY from any of the following IP telephony devices:
	storm-registered IP deskphone; IPath soft phone storm DTA Web iPath

OR

	It is an outbound leg from storm if the user initiates the call INDIRECTLY from within the agent desktop (storm DTA), which is paired with any of the following devices:
	storm-registered IP deskphone IPath soft phone PSTN phone such as a mobile
	This is typically for a call made from the Contact Directory or Call History panel in storm DTA. It also includes the automated calls made by the storm OUTBOUND application.

Second Leg (Called Party)

This is between storm and the called party and is always an outbound leg. It is generated as soon as the destination number is determined to be non-barred.

This is the call leg to an external party (external call)

This is the call leg to an internal user (internal call)

 

Additional Legs Generated in Call Transfers

If a storm user on an incoming or outgoing call transfers the call to another destination such as to a queue or another user, an additional outbound leg is generated. An outbound leg is generated for each completed transfer.

 

	External	storm	storm user
		Transfer leg (called party)

 

Transfer Leg (Called Party)

This is between storm and the called party and is always an outbound leg. It is generated as soon as the destination number is determined to be non-barred.

This is the call leg to an external party (external transfer)

This is the call leg to an internal user (internal transfer)

Communication Legs in Text Interactions

For a CONTACT Data Records field that is populated for text-based interactions, the communication leg diagram shows all possible call legs.

 

SMS Text Messages

	External	storm	storm user
	First and only leg	INCOMING SMS TEXT
	First and only leg	OUTGOING SMS TEXT Agent-initiated or reply

 

Incoming SMS Text Messages

This is always an inbound leg to storm. A requeued SMS/MMS message does NOT generate additional legs.

Outgoing SMS Text Messages

This is always an outbound leg for an SMS/MMS message initiated by an agent or a reply to an incoming SMS/MMS message.

 

Emails

	External	storm			storm user
	First leg	INCOMING EMAIL
	First leg for an agent-initiated email. Or subsequent legs resulting from any of these four actions	Initiate Reply Forward Followed Up	OUTGOING EMAIL or ACTION on INCOMING EMAIL	Ignore Delete Requeue Complete Follow Up Followed Up	Second and subsequent legs resulting from any of these six actions

 

Incoming Email

The first leg denotes an email arriving at storm via an access point.

Outgoing Email or Action on Incoming Email

The first leg is for a new outgoing email. Subsequent legs are for actions such as replies and other email actions.

 

Web Chats

	External	storm	storm user
	First and only leg	WEB CHAT

This is always an inbound leg to storm. A transferred web chat does NOT generate an additional leg.

 

Social Media Messages

	External	storm	storm user
	First and only leg	INCOMING SOCIAL MEDIA MESSAGE
	First and only leg	SOCIAL MEDIA MESSAGE REPLY

 

Incoming Social Media Messages

This is always an inbound leg to storm. A requeued message does NOT generate an additional leg.

Outgoing Social Media Messages

This is always an outbound leg for a reply to an incoming message or for actions such as Twitter Retweets.