Call Segmentation

Modified on Tue, 14 Feb 2023 at 01:27 PM

Call segmentation is the name given to how the system models telephone calls. The way calls are modeled affects the call recording and call reporting areas of the solution. The following section explains how the system models calls and what users need to be aware of when using different features within the solution.

The section below explains the difference between single and multi-segment calls. For information on how call segmentation affects different aspects of the solution, please refer to the following sections:


Single Segment Calls

A single segment telephone call is a call that involves only two devices on the telephone system. Valid devices on the telephone system include:

  • Internal Extensions
  • Trunks (for making external calls)
  • Voicemail Applications (for announcements or leaving/retrieving voicemail messages)
  • Hunt Groups

The image below shows a single segment call between two internal extensions:

As soon as another device becomes involved in the call (e.g. through a conference or transfer), the call becomes multi-segment. 


Multiple Segment Calls

A multi-segment call is a telephone call that has involved three or more devices, either at the same time as a conference or at different times when the call was transferred between devices.

The image below shows a multi-segment call:


The call starts out as an external call between extension 1001 and an external caller through trunk 94001 (segment 1). Extension 1001 performs an announced transfer to extension 1002 (segment 2), once they have finished introducing the caller, extension 1001 completes the transfer leaving the external caller connected to extension 1002 (segment 3).

The call is modeled as three separate segments to ensure that all the information about the life of the call is stored and it can be easily identified by searching for any device that interacted with the call.

The sections below outline how call segmentation works in some common call scenarios.

Each call scenario does not happen in isolation and can apply to a single call one or more times. For example, a call can be transferred multiple times before being routed through a hunt group and then conferenced.


Transferred Calls

Transferred calls occur any time a call is moved from one device from another. Calls can be transferred between extensions or to other devices such as Call Routing Announcements (CRA) or hunt groups.

Every time a call is transferred to a new device a new segment will be generated. A call that goes through several announcements, gets answered by an attendant and then gets transferred to another extension will have at least four segments.


Hunt Group Calls (Linear, Distributed, Balanced Call Count, Longest Idle)

Hunt groups are used to distribute calls between a number of users on the telephone system, ensuring that calls are answered by someone who is available and has the skill set to handle the request.

When a hunt group is configured to ring one device at a time (using any of the modes listed above), the call will be segmented each time it rings a new extension/agent within the group.

The image below shows a telephone call that has alerted hunt group 2001:


The call is presented to extension 1001, then extension 1002, then finally gets answered on extension 1003. This call consists of three segments.


Hunt Group Calls (All-Ring)

Hunt groups are used to distribute calls between a number of users on the telephone system, ensuring that calls are answered by someone who is available and has the skill set to handle the request.

When a hunt group is configured to offer calls to all member extensions/agents at the same time (all-ring), only a single segment will be created within the software.

The image below shows an example of a telephone call alerting a hunt group configured to ring all extensions:

Even though the call has alerted three different extension (1001, 1002, 1003), it will only be modeled with a single segment. the call segment will be logged against the extension which answers the call.

This is not best practice when trying to analyze individuals' performance.


Conference Calls

A conference call is a call that involves more than two devices at a time. When calls with more than two devices are active, conference resources on the telephone system are used to merge the audio streams from each device.

A new segment is created each time the number of devices in the conference changes.

Example call flow:

  • Extension 1001 dials extension 1002 (segment 1)
  • Extension 1001 press 5 then dials extension 1003 (segment 2)
  • Extension 1001 connects the conference (segment 3) 

Each time a new party is added or leaves the conference a new segment is created.


Trunk to Trunk Calls

Trunk to trunk calls are calls between two trunks on the telephone system that do not involve any internal extensions.

The image below shows a trunk to trunk call:




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