Internal Caller?

This data export field indicates whether or not the communication leg is for a call or email action initiated by a storm user.

Possible Values

One of the following values is written to all communication legs:

Value	Description
1	The interaction was initiated by a storm user.
0	The interaction was NOT initiated by a storm user.

Example

This data export report shows different types of calls.

Rows 1 and 2: User SDodd made an internal call from the storm DTA.

Rows 3 and 4: User LChevez made an external call from a deskphone.

Rows 5 and 6: An external incoming call (no internal caller).

Detail

The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.

	External	storm	storm user
		Deskphone LOG IN and LOG OUT	Always 1

EXTERNAL INCOMING CALL

(2 legs)

		OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg)
		or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg)
		Initial called party leg (2nd leg)

		TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs)
		1 for a warm transfer; 0 for a cold transfer


External	storm			storm user
Populated if email is actioned Always 0	INCOMING EMAIL
Always 1	Initiate Reply Forward Followed Up	OUTGOING EMAIL or ACTION on INCOMING EMAIL	Ignore Delete Requeue Complete Follow Up Followed Up	Always 1

Note: communication legs of other non-voice channels are either unpopulated or populated with 0.

Filter

Select one of the following filters: