How to define different call legs

The babelforce platform allows you to distinguish between the call legs involved in your calls. This article will demonstrate how to do this for inbound and outbound calls.

What are call 'legs'?

The legs of a call are determined by which device or application initiates them. For example, what actually happens on an inbound call to the babelforce platform is the following:

  1. Consumer initiates the consumer leg from their handset
  2. Consumer leg reaches the platform, is queued and an agent is selected
  3. The platform then initiates an internal leg to the agent
  4. The agent accepts this leg, and the 2 legs are bridged into a call 

When using event-trigger-action logic in call flows, deciding which call leg to specify happens at the trigger stage. When any kind of action is configured with these triggers, the action will then only happen for that leg.

This is very useful for firing certain events, for instance, you need the consumer leg if you want to update a ticket after the call finished. If you let the event always fire, the update will be placed on the ticket every time the call was not successfully connected to the second leg (maybe the agent didn't answer). Therefore, these triggers help you to define precise processes.

Inbound call

External inbound leg from consumer to the platform:

Internal outbound leg from the queue to the agent:

Outbound call

Internal outbound leg from the platform API to the agent device:

External outbound leg from the API to the consumer:

 

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