CTICloud Call Types and Scenarios

CTICloud supports multiple call types to meet diverse business communication needs. This guide provides comprehensive coverage of all supported call types, their workflows, and optimal use cases for enterprise contact center operations.

📋 Overview

CTICloud's flexible architecture supports seven distinct call types, each designed for specific communication scenarios. Understanding these call types and their appropriate applications is essential for optimizing contact center operations and delivering exceptional customer experiences.

Supported Call Types

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📞 1. Inbound Call (呼入)

Description

Inbound calls are customer-initiated calls that come into the contact center through configured hotline numbers or DIDs. These calls represent the primary channel for customers to reach support, sales, and service teams.

Call Flow Diagram

graph TD
    A[📞 Customer Dials<br/>Hotline Number] --> B[📡 SIP Trunk<br/>Receives Call]
    B --> C[🎵 IVR System<br/>Greeting & Navigation]
    C --> D{Customer<br/>Selection}
    D --> |Option 1| E[📋 Queue Assignment<br/>Based on Selection]
    D --> |Option 2| F[📋 Different Queue]
    D --> |Option 3| G[🎯 Direct Extension]
    E --> H[⏳ Queue Waiting<br/>With Music]
    F --> H
    H --> I[🔍 Routing Strategy<br/>Evaluation]
    I --> J{Agent<br/>Available?}
    J --> |Yes| K[📲 Ring Agent Device]
    J --> |No| L[⏰ Continue Waiting<br/>or Overflow]
    K --> M[✅ Agent Answers]
    M --> N[💬 Conversation<br/>Agent ↔ Customer]
    N --> O[👋 Call Ends]
    O --> P[📝 Wrap-up Time<br/>ACW Processing]
    
    style A fill:#ff6b6b,color:#fff
    style C fill:#4ecdc4,color:#fff
    style H fill:#45b7d1,color:#fff
    style M fill:#96ceb4,color:#fff
    style N fill:#feca57,color:#fff
    style P fill:#95e1d3,color:#000

Technical Workflow

1. Call Arrival: Customer dials hotline number, call enters through SIP trunk
2. Trunk Identification: System identifies trunk and retrieves associated inbound routing rules
3. IVR Navigation: Call enters IVR for greeting and menu options
4. Queue Assignment: Based on IVR selection or routing rules, call is assigned to appropriate queue
5. Queue Processing: Call waits in queue with music or announcements
6. Agent Selection: Routing strategy determines which available agent receives the call
7. Call Bridging: System bridges customer and agent for conversation
8. Call Completion: Either party can end the call
9. After Call Work: Agent enters wrap-up state to complete documentation

Typical Use Scenarios

🏢 Enterprise Customer Service Hotline

• Scenario: Large enterprise with 400/95 hotline number
• Volume: High-volume inbound calls (1000+ daily)
• Configuration: Multi-level IVR → Department queues → Skill-based routing
• Benefits: Professional image, organized call handling, SLA management

🏥 Healthcare Appointment Scheduling

• Scenario: Hospital appointment line
• Volume: Medium volume with peak hours
• Configuration: Time-based routing → Department selection → Specialist queues
• Benefits: Patient satisfaction, reduced wait times, proper routing

💳 Financial Services Support

• Scenario: Bank customer service line
• Volume: High volume with security requirements
• Configuration: Authentication IVR → Priority routing → Specialized teams
• Benefits: Security compliance, VIP handling, issue resolution

🛒 E-commerce Order Support

• Scenario: Online retailer customer inquiries
• Volume: Variable based on promotions
• Configuration: Order status IVR → Queue overflow → Callback options
• Benefits: Order tracking automation, efficient agent usage

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💻 2. WebCall Outbound (Web呼叫外呼)

Description

WebCall Outbound is an API-driven calling service that allows CTICloud customers to integrate telephony capabilities into their applications, websites, or business systems through OpenAPI. This enables businesses to initiate calls programmatically when needed, creating seamless communication experiences between end-users and service providers.

Call Flow Diagram

graph TD
    A[🌐 End User<br/>Website/App Action] --> B[🖱️ User Fills Phone<br/>& Clicks Call]
    B --> C[📡 Application Calls<br/>WebCall API]
    C --> D[🏢 CTICloud Platform<br/>Receives Request]
    D --> E[🔐 Authentication<br/>& Validation]
    E --> F[📞 System Dials<br/>End User Number]
    F --> G{End User<br/>Answers?}
    G --> |Yes| H[✅ End User<br/>Connected]
    G --> |No| I[📝 Log Failed<br/>Attempt]
    H --> J{Destination<br/>Type}
    J --> |Queue| K[📋 Transfer to<br/>Agent Queue]
    J --> |IVR| L[🎵 Enter IVR<br/>Flow]
    J --> |Extension| M[📲 Ring Staff<br/>Extension]
    J --> |Two-party| N[🔗 Dial Second<br/>Party]
    K --> O[💬 Conversation<br/>Connected]
    L --> O
    M --> O
    N --> O
    O --> P[👋 Call Ends]
    P --> Q[📊 CDR & Events<br/>to Application]
    
    style A fill:#ff6b6b,color:#fff
    style C fill:#4ecdc4,color:#fff
    style H fill:#45b7d1,color:#fff
    style O fill:#96ceb4,color:#fff
    style P fill:#feca57,color:#fff
    style Q fill:#95e1d3,color:#000

Technical Workflow

1. User Action: End user triggers call request from website/app
2. API Call: Customer application invokes CTICloud WebCall OpenAPI
3. Authentication: Platform validates API credentials and permissions
4. Request Parsing: Extract phone number, destination, and custom parameters
5. First Leg Dialing: System dials the end user's phone number
6. Answer Detection: Verify end user answers the call
7. Second Leg Routing: Based on configuration, connect to queue/IVR/extension/second party
8. Call Bridging: Establish media connection between parties
9. Call Active: Parties communicate with full telephony features
10. Call Completion: Call ends, CDR generated
11. Event Notification: Webhook or callback sends call events to application

Typical Use Scenarios

🛒 Scenario 1: E-commerce Click-to-Call

• Description: Consumer browsing products on website wants to contact merchant
• Flow: Consumer fills phone number → Clicks call button → Receives call → Transfers to merchant agent queue
• Volume: 100-500 calls daily for medium-sized online stores
• Configuration: WebCall API → Dial customer → Transfer to sales queue
• Benefits: Reduced friction, higher conversion, immediate customer engagement

📱 Scenario 2: Mobile App/Mini-Program Contact

• Description: Consumers in mobile app or WeChat mini-program contacting merchant
• Flow: User requests call in app → API triggered → System calls user → Connects to service team
• Volume: 200-1000+ calls daily for popular apps
• Configuration: Mobile app integration → WebCall API → Queue routing
• Benefits: In-app experience, no phone number exposure, trackable interactions

🤝 Scenario 3: Transaction Platform Privacy Calling

• Description: Marketplace platform enabling buyer-seller communication with privacy protection
• Flow: Buyer initiates call → API dials buyer → Simultaneously dials seller → Both parties connected
• Volume: Variable based on transaction volume
• Configuration: AXB privacy number mode → WebCall API → Two-party bridging
• Benefits: Privacy protection, platform control, transaction facilitation

🤖 Scenario 4: IVR Notifications & AI Voice Bot

• Description: Automated outbound notifications or AI-powered customer engagement
• Use Cases:
  • 📢 Notification Broadcasting: Appointment reminders, delivery notifications
  • 🔐 Voice Verification Codes: Security verification via voice
  • 😊 Satisfaction Surveys: AI voice bot conducting post-service surveys
  • 🎙️ Voice Announcements: Important alerts or promotional messages
• Volume: 1,000-10,000+ calls daily for enterprise use
• Configuration: System triggers → WebCall API → IVR/AI bot playback
• Benefits: Automation, scalability, cost-effective customer engagement

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👀 3. Preview Outbound (预览外呼)

Description

Preview Outbound allows agents to review customer information before initiating calls. The system presents customer details to agents, who can choose to proceed with the call or skip to the next contact. This approach ensures agents are well-prepared for each conversation.

Call Flow Diagram

graph TD
    A[📋 System Presents<br/>Customer Record] --> B[👁️ Agent Reviews<br/>Customer Info]
    B --> C{Agent<br/>Decision}
    C --> |Accept| D[🔘 Agent Clicks<br/>Dial]
    C --> |Skip| E[⏭️ Next Customer<br/>Record]
    D --> F[📞 System Dials<br/>Agent Device]
    F --> G[✅ Agent Auto-Answers<br/>Device Ready]
    G --> H[📡 System Dials<br/>Customer Number]
    H --> I{Customer<br/>Answers?}
    I --> |Yes| J[🔗 Bridge Agent<br/>& Customer]
    I --> |No| K[📝 Log Disposition<br/>No Answer]
    J --> L[💬 Prepared<br/>Conversation]
    L --> M[👋 Call Ends]
    M --> N[📊 Update CRM<br/>Call Result]
    N --> O[⏳ Wrap-up Time]
    O --> A
    K --> O
    E --> A
    
    style A fill:#ff6b6b,color:#fff
    style B fill:#4ecdc4,color:#fff
    style G fill:#45b7d1,color:#fff
    style J fill:#96ceb4,color:#fff
    style L fill:#feca57,color:#fff
    style N fill:#95e1d3,color:#000

Technical Workflow

1. Record Presentation: System displays next customer record to agent
2. Information Review: Agent reviews customer history, previous interactions, notes
3. Decision Point: Agent chooses to dial, skip, or request different record
4. Agent Device Connection: System first calls agent's bound device (auto-answer)
5. Customer Dialing: After agent device connects, system dials customer
6. Call Bridging: When customer answers, both parties are bridged together
7. Conversation: Agent conducts prepared, informed conversation
8. Disposition: Agent logs call outcome and updates customer status
9. Wrap-up: Agent completes notes before receiving next record

Typical Use Scenarios

💼 B2B Sales Outreach

• Scenario: Enterprise sales team calling C-level executives
• Volume: 20-50 calls per agent daily
• Configuration: CRM integration, detailed lead scoring, call scripts
• Benefits: Personalized approach, high conversion rates, quality over quantity

🏦 Banking Collections

• Scenario: Bank contacting customers with overdue accounts
• Volume: 30-80 calls per agent daily
• Configuration: Account history display, payment options, compliance rules
• Benefits: Informed conversations, regulatory compliance, better outcomes

🏥 Healthcare Follow-up Calls

• Scenario: Medical center post-appointment follow-ups
• Volume: 40-60 calls per agent daily
• Configuration: Patient records, HIPAA compliance, appointment history
• Benefits: Patient care quality, privacy compliance, personalized service

🎓 Education Enrollment Counseling

• Scenario: University admissions team contacting prospects
• Volume: 25-50 calls per counselor daily
• Configuration: Application status, program information, student profile
• Benefits: Personalized guidance, high engagement, improved enrollment

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🤖 4. Predictive Outbound (预测式外呼)

Description

Predictive Outbound is an intelligent, automated batch dialing system that maximizes agent utilization by predicting agent availability and dialing multiple numbers simultaneously. The system automatically connects answered calls to available agents while filtering out busy signals, voicemails, and invalid numbers.

Call Flow Diagram

graph TD
    A[🎯 Campaign Starts<br/>with Customer List] --> B[🧮 Prediction Algorithm<br/>Analyzes Metrics]
    B --> C[📊 Calculate Optimal<br/>Dial Ratio]
    C --> D[📞 Batch Dial<br/>Multiple Numbers]
    D --> E{Call<br/>Outcomes}
    E --> |Answered| F[✅ Customer<br/>Connected]
    E --> |Busy| G[🔄 Retry Later]
    E --> |No Answer| H[📝 Schedule<br/>Callback]
    E --> |Invalid| I[❌ Remove from<br/>List]
    F --> J{Agent<br/>Available?}
    J --> |Yes| K[🔗 Bridge to<br/>Agent]
    J --> |No| L[⏳ Brief Wait<br/>or Abandon]
    K --> M[💬 Agent<br/>Conversation]
    M --> N[📝 Disposition<br/>& Notes]
    N --> O{More<br/>Customers?}
    O --> |Yes| B
    O --> |No| P[📊 Campaign<br/>Complete]
    
    B -.->|Monitor| Q[📈 Real-time<br/>Metrics]
    Q -.->|Agent idle rate| B
    Q -.->|Answer rate| B
    Q -.->|Call duration| B
    
    style A fill:#ff6b6b,color:#fff
    style B fill:#4ecdc4,color:#fff
    style F fill:#45b7d1,color:#fff
    style K fill:#96ceb4,color:#fff
    style M fill:#feca57,color:#fff
    style P fill:#95e1d3,color:#000

Technical Workflow

1. Campaign Initialization: Administrator configures campaign with customer list
2. Prediction Analysis: Algorithm analyzes agent availability, answer rates, call duration
3. Dial Ratio Calculation: System calculates optimal number of simultaneous dials
4. Batch Dialing: Multiple numbers dialed simultaneously based on prediction
5. Answer Detection: System identifies answered calls using AMD (Answer Machine Detection)
6. Call Filtering: Invalid numbers, busy signals, and voicemails automatically filtered
7. Agent Matching: Answered calls queued for first available agent
8. Call Assignment: Connected customer transferred to agent
9. Real-time Adjustment: Algorithm continuously adjusts dial ratio based on performance
10. Campaign Completion: System processes entire list and generates reports

Typical Use Scenarios

📞 Telemarketing Campaigns

• Scenario: Large-scale product promotion or surveys
• Volume: 10,000+ calls per day, 50-100 agents
• Configuration: Aggressive dial ratio (3:1 to 5:1), AMD enabled, DNC list filtering
• Benefits: Maximum productivity, high contact rate, optimized agent time

💳 Credit Card Collection

• Scenario: Financial institution recovering overdue payments
• Volume: 5,000-15,000 calls daily, 30-80 agents
• Configuration: Compliance-focused dialing, time zone restrictions, attempt limits
• Benefits: Improved contact rates, regulatory compliance, efficient recovery

🗳️ Political Polling and Outreach

• Scenario: Campaign conducting voter surveys or mobilization
• Volume: 20,000+ calls during campaign periods
• Configuration: Geographic targeting, call time restrictions, opt-out handling
• Benefits: High volume coverage, demographic targeting, cost efficiency

🏥 Appointment Reminders

• Scenario: Healthcare system reducing no-show rates
• Volume: 2,000-8,000 calls daily
• Configuration: Moderate dial ratio (2:1), appointment scheduling integration
• Benefits: Reduced no-shows, efficient use of agents, patient engagement

⚠️ Compliance Considerations

• Abandon Rate Control: Maintain < 3% abandon rate (TCPA compliance)
• DNC Scrubbing: Automatic Do-Not-Call list checking
• Time Restrictions: Respect calling hour regulations by timezone
• Consent Management: Track and honor opt-out requests

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📱 5. Direct Outbound (直接外呼)

Description

Direct Outbound enables agents using physical SIP phones or hardware devices to manually dial customer numbers directly from their phone handsets. This traditional calling method is preferred by agents who work with dedicated desk phones or require tactile dialing.

Call Flow Diagram

graph TD
    A[📱 Agent Lifts<br/>Handset] --> B[🎵 Dial Tone<br/>Available]
    B --> C[🔢 Agent Dials<br/>Customer Number]
    C --> D[📡 SIP Phone<br/>Sends INVITE]
    D --> E[🏢 CTICloud PBX<br/>Receives Request]
    E --> F[🔍 Number Validation<br/>& Authorization]
    F --> G{Valid<br/>Number?}
    G --> |Yes| H[📞 Platform Dials<br/>via Trunk]
    G --> |No| I[🚫 Play Error<br/>Message]
    H --> J{Customer<br/>Answers?}
    J --> |Yes| K[✅ Call Connected<br/>RTP Established]
    J --> |No| L[📝 Busy/No Answer<br/>Tone]
    K --> M[💬 Conversation<br/>HD Audio]
    M --> N[👋 Agent or Customer<br/>Hangs Up]
    N --> O[📊 CDR Logged<br/>Automatically]
    I --> P[🔄 Agent Can<br/>Redial]
    L --> P
    
    style A fill:#ff6b6b,color:#fff
    style C fill:#4ecdc4,color:#fff
    style H fill:#45b7d1,color:#fff
    style K fill:#96ceb4,color:#fff
    style M fill:#feca57,color:#fff
    style O fill:#95e1d3,color:#000

Technical Workflow

1. Phone Ready: Agent SIP phone registered and ready for calls
2. Handset Lifted: Agent goes off-hook, receives dial tone
3. Number Entry: Agent manually dials customer phone number using keypad
4. SIP Signaling: Phone sends SIP INVITE message to CTICloud platform
5. Authorization: Platform verifies agent permissions and number validity
6. Trunk Routing: System selects appropriate trunk based on destination
7. Outbound Dialing: Platform dials customer via PSTN or SIP carrier
8. Call Establishment: RTP media stream connects agent phone to customer
9. Conversation: HD audio conversation through dedicated phone device
10. Call Recording: System automatically records if configured
11. CDR Generation: Call details logged for reporting and billing

Typical Use Scenarios

🏢 Traditional Call Center

• Scenario: Established contact center with desk phone infrastructure
• Volume: 40-100 agents with physical desk space
• Configuration: Fanvil/Yealink SIP phones, wired network, PoE switches
• Benefits: Familiar interface, HD audio quality, reliable hardware

🏦 Banking Advisory Services

• Scenario: Financial advisors calling high-net-worth clients
• Volume: 10-30 advisors, private offices
• Configuration: Premium SIP phones, call recording, CRM screen-pop
• Benefits: Professional experience, privacy, audio quality

🏥 Medical Office Front Desk

• Scenario: Clinic reception handling appointments and inquiries
• Volume: 2-5 reception staff
• Configuration: Simple SIP phones, call transfer, intercom features
• Benefits: Simple operation, reliable, multi-line support

💼 Executive Communication

• Scenario: Corporate executives and assistants
• Volume: 5-20 users
• Configuration: High-end SIP phones, BLF keys, speed dial
• Benefits: Status visibility, quick transfers, professional appearance

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🔄 6. Internal Call (内部呼叫)

Description

Internal Calls enable direct communication between agents, supervisors, and other team members within the organization. This call type facilitates collaboration, consultation, call transfers, and internal coordination without using external trunk resources.

Call Flow Diagram

graph TD
    A[👤 Agent A<br/>Needs Consultation] --> B[🔍 Look Up<br/>Extension Number]
    B --> C[📞 Dial Internal<br/>Extension]
    C --> D[🏢 CTICloud PBX<br/>Routes Internally]
    D --> E{Target<br/>Status?}
    E --> |Available| F[📲 Ring Agent B's<br/>Device]
    E --> |Busy| G[🔔 Busy Tone<br/>or Voicemail]
    E --> |Offline| H[📭 Route to<br/>Voicemail]
    F --> I{Agent B<br/>Answers?}
    I --> |Yes| J[✅ Internal Connection<br/>Established]
    I --> |No| K[📞 No Answer<br/>Forward Options]
    J --> L{Call<br/>Purpose}
    L --> |Consultation| M[💬 Quick Question<br/>& Return]
    L --> |Transfer| N[🔀 Transfer Customer<br/>to Agent B]
    L --> |Conference| O[👥 Add to<br/>Existing Call]
    M --> P[👋 End Internal<br/>Call]
    N --> Q[🔗 Customer Connected<br/>to Agent B]
    O --> R[👥 Three-way<br/>Conference]
    
    style A fill:#ff6b6b,color:#fff
    style D fill:#4ecdc4,color:#fff
    style J fill:#96ceb4,color:#fff
    style M fill:#feca57,color:#fff
    style N fill:#45b7d1,color:#fff
    style O fill:#95e1d3,color:#000

Technical Workflow

1. Extension Lookup: Agent identifies target extension number (short code)
2. Internal Dialing: Agent dials extension using phone or softphone
3. PBX Routing: Platform routes call internally without external trunks
4. Presence Check: System checks target agent availability status
5. Call Delivery: Rings target device if available, otherwise follows routing rules
6. Connection: Internal RTP media stream established between devices
7. Collaboration: Agents communicate for consultation, transfer, or conference
8. Call Features: Support for hold, transfer, conference, call parking
9. Call Completion: Either party ends internal call
10. No External Charges: Internal calls don't consume trunk resources or incur costs

Typical Use Scenarios

🆘 Call Transfer and Escalation

• Scenario: Agent needs to transfer customer to specialist
• Volume: 20-40% of calls require transfers
• Configuration: Blind transfer and consultative transfer enabled
• Benefits: Smooth handoffs, expert assistance, problem resolution

👥 Supervisor Consultation

• Scenario: Agent requests supervisor guidance during customer call
• Volume: 5-15% of calls require supervisor input
• Configuration: Supervisor extensions, whisper/barge features
• Benefits: Real-time coaching, escalation handling, quality assurance

🔧 Technical Support Collaboration

• Scenario: Level 1 agent consulting Level 2 specialist
• Volume: 10-25% of technical calls need collaboration
• Configuration: Extension directory, skills-based lookup
• Benefits: Faster resolution, knowledge sharing, team efficiency

📞 Internal Communication

• Scenario: General office communications between staff
• Volume: Variable, 10-50 internal calls per agent daily
• Configuration: Company directory, speed dial, BLF monitoring
• Benefits: Efficient communication, no external costs, presence awareness

👨‍💼 Management Communication

• Scenario: Supervisors coordinating with team leads and managers
• Volume: Regular internal discussions
• Configuration: Priority routing, executive extensions, conferencing
• Benefits: Quick decisions, team coordination, operational efficiency

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🌐 7. SIP Outbound (SIP外呼)

Description

SIP Outbound enables external systems and applications to initiate outbound calls by connecting to CTICloud platform via SIP Trunk protocol. This integration method allows third-party applications, CRM systems, or automated processes to leverage CTICloud's telephony infrastructure for outbound calling.

Call Flow Diagram

graph TD
    A[🖥️ External Application<br/>CRM/ERP/Custom] --> B[📡 API Call<br/>or SIP Message]
    B --> C[🏢 CTICloud Platform<br/>SIP Trunk Endpoint]
    C --> D[🔐 Authentication<br/>& Authorization]
    D --> E{Valid<br/>Credentials?}
    E --> |Yes| F[✅ Accept SIP<br/>INVITE]
    E --> |No| G[🚫 Reject with<br/>403 Forbidden]
    F --> H[📋 Parse Call<br/>Parameters]
    H --> I[🎯 Determine<br/>Routing]
    I --> J{Destination<br/>Type}
    J --> |IVR| K[🎵 Enter IVR<br/>Flow]
    J --> |Queue| L[📞 Join Call<br/>Queue]
    J --> |Extension| M[📲 Ring<br/>Extension]
    J --> |External| N[🌍 Dial External<br/>Number]
    K --> O[🔗 Call Processing]
    L --> O
    M --> O
    N --> O
    O --> P[💬 Call Active]
    P --> Q[👋 Call Ends]
    Q --> R[📊 CDR Sent to<br/>Application]
    
    style A fill:#ff6b6b,color:#fff
    style C fill:#4ecdc4,color:#fff
    style F fill:#45b7d1,color:#fff
    style O fill:#96ceb4,color:#fff
    style P fill:#feca57,color:#fff
    style R fill:#95e1d3,color:#000

Technical Workflow

1. Application Integration: Third-party system integrates via SIP trunk or REST API
2. Call Request: External application sends call initiation request
3. SIP Trunk Connection: Request arrives at CTICloud SIP trunk endpoint
4. Authentication: Platform validates credentials and permissions
5. Parameter Parsing: Extract destination, caller ID, custom variables
6. Call Routing: Platform routes call based on destination type
7. Destination Processing: Call enters IVR, queue, or direct destination
8. Call Establishment: Complete call setup and media path
9. Call Duration: Active call with full feature support
10. Call Termination: Either party ends call
11. Event Notifications: Platform sends call events and CDR to application
12. Billing and Logging: System records all call details for reporting

Typical Use Scenarios

🏥 Healthcare Appointment Reminders

• Scenario: Hospital EMR system triggering automated appointment reminders
• Volume: 500-2000 automated calls daily
• Configuration: SIP trunk integration, IVR playback, confirmation collection
• Benefits: Reduced no-shows, automated workflows, EMR integration

📦 E-commerce Order Notifications

• Scenario: Online store calling customers for order confirmation
• Volume: 1000-5000 calls daily
• Configuration: Order management system → SIP trunk → IVR confirmation
• Benefits: Order verification, fraud prevention, customer satisfaction

🚨 Emergency Alert Systems

• Scenario: Automated emergency notifications to subscribers
• Volume: Variable, high during emergencies
• Configuration: Alert system → SIP trunk → Mass notification
• Benefits: Rapid communication, reliable delivery, audit trails

💼 CRM-Initiated Calls

• Scenario: Sales team using CRM to initiate calls
• Volume: 200-1000 calls daily
• Configuration: Salesforce/HubSpot → API → SIP trunk → Agent connection
• Benefits: Click-to-dial, call logging, workflow automation

🏢 Business Process Automation

• Scenario: ERP system triggering calls for various business events
• Volume: Variable based on business rules
• Configuration: ERP workflows → API integration → SIP calls
• Benefits: Process automation, reduced manual work, consistency

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🎯 Call Type Selection Guide

Choosing the Right Call Type

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📊 Performance Optimization

Key Performance Indicators by Call Type

Inbound Calls

• 📈 Service Level: % answered within threshold (target: 80/20)
• ⏱️ Average Speed of Answer: Customer wait time (target: < 20s)
• 🚫 Abandon Rate: % callers hanging up (target: < 5%)
• ⭐ First Call Resolution: % issues resolved on first contact

Outbound Calls (Preview & Predictive)

• 📞 Contact Rate: % successful connections (target: > 30%)
• 💬 Conversation Rate: % leading to conversations (target: > 15%)
• ✅ Conversion Rate: % achieving campaign goal (varies by campaign)
• ⏰ Agent Utilization: % time agents spend on calls (target: 45-65%)

WebCall Outbound

• 🔗 API Response Time: Time from API call to first dial (target: < 2s)
• 📞 First Leg Success Rate: % end user answers (target: > 40%)
• 🔗 Connection Success Rate: % successful bridging (target: > 95%)
• 📊 End-to-End Completion: % calls reaching intended destination (target: > 90%)

Direct Outbound

• 🎤 Audio Quality: MOS score (target: > 4.0)
• 🔗 Connection Success Rate: % successful call setups (target: > 95%)
• 📊 Call Completion Rate: % calls not dropped (target: > 98%)

Internal Calls

• 🔄 Transfer Success Rate: % successful transfers (target: > 95%)
• ⏱️ Average Transfer Time: Time to complete transfer (target: < 30s)
• 📈 Consultation Rate: % calls requiring assistance (benchmark: 10-20%)

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🔧 Technical Requirements

Infrastructure Requirements by Call Type

Security Considerations

All Call Types

• 🔐 TLS Encryption: Signaling encryption for SIP communications
• 🔒 SRTP: Media encryption for voice streams
• 🛡️ Firewall: Proper port configuration and access control
• 👤 Authentication: Strong credentials and MFA where applicable

WebCall Specific

• 🔑 API Authentication: Secure API key or OAuth token management
• 🚦 Rate Limiting: Prevent abuse and control API usage
• 📝 Request Validation: Validate phone numbers and parameters
• 🔒 Webhook Security: HMAC signature verification for callbacks

SIP Outbound Specific

• 📝 Whitelist IPs: Restrict access to known source IPs
• 🔐 SIP Authentication: Username/password or certificate-based
• 🚦 Rate Limiting: Prevent abuse and fraud

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🚀 Implementation Best Practices

1. Call Type Deployment Sequence

Recommended Rollout Order:

1. ✅ Phase 1: Inbound Call + Internal Call (core functionality)
2. ✅ Phase 2: WebCall Outbound or Direct Outbound (choose based on infrastructure)
3. ✅ Phase 3: Preview Outbound (controlled outbound operations)
4. ✅ Phase 4: Predictive Outbound (after staff training and compliance review)
5. ✅ Phase 5: SIP Outbound (for system integration requirements)

2. Training and Onboarding

Agent Training Focus

• Inbound: Queue procedures, transfer protocols, hold procedures
• Outbound: Disposition codes, skip criteria, compliance rules
• WebCall: Browser troubleshooting, audio device setup
• Internal: Extension directory, transfer types, conferencing

3. Monitoring and Quality Assurance

Real-time Monitoring

• 📊 Live dashboards for each call type
• 🚨 Alert thresholds for performance degradation
• 🎤 Call quality monitoring (MOS scores, jitter, packet loss)
• 👥 Agent state monitoring and adherence

Historical Analysis

• 📈 Trend analysis by call type
• 🎯 Campaign performance evaluation
• 📊 Agent productivity metrics
• 💰 Cost per call analysis

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🆘 Troubleshooting Guide

Common Issues by Call Type

Inbound Call Issues

WebCall Issues

Predictive Outbound Issues

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📚 Additional Resources

Documentation References

• 📖 IVR Configuration Guide: Design effective call flows
• 📖 Queue Management Guide: Optimize routing strategies
• 📖 Agent Management Guide: User setup and permissions
• 📖 Trunk Configuration Guide: SIP trunk connectivity

API Documentation

• 🔌 REST API: Programmatic call control
• 🔌 WebSocket API: Real-time events and notifications
• 🔌 SIP Trunk API: SIP integration specifications

Support Channels

• 💬 Technical Support: 24/7 platform support
• 🎓 Training Portal: Video tutorials and guides
• 👥 Community Forum: Best practices and peer support
• 📧 Email Support: [email protected]

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🎓 Conclusion

CTICloud's comprehensive call type support enables organizations to build flexible, efficient contact center solutions tailored to their specific business needs. By understanding each call type's characteristics, workflows, and optimal use cases, organizations can:

✅ Key Takeaways

• 🎯 Match call types to business requirements and agent workflows
• 📊 Optimize performance through appropriate KPI monitoring
• 🔧 Implement systematically following best practice deployment sequences
• 👥 Train thoroughly ensuring agents understand their call type workflows
• 🚀 Scale effectively as business needs grow and evolve

🌟 Success Factors

1. Proper Planning: Assess requirements before choosing call types
2. Infrastructure Readiness: Ensure network and devices meet requirements
3. Comprehensive Training: Prepare agents for their call type workflows
4. Continuous Monitoring: Track performance and optimize regularly
5. Compliance Awareness: Follow regulations, especially for outbound calling

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Leverage CTICloud's flexible call type architecture to create exceptional customer experiences while maximizing operational efficiency across all communication channels.