The babelforce platform distinguishes between different call legs involved in your calls. This article will demonstrate how to use them 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 (and then to an agent) is the following:
- Consumer initiates the consumer leg from their handset
- Consumer leg reaches the platform, is queued and an agent is selected
- The platform then initiates an internal leg to the agent
- The agent accepts this leg, and the 2 legs are bridged into a call
In babelforce, the decision which call leg to use is defined in the Triggers. Any action configured in the respective Trigger only happens for the specified leg.
This is very useful to carry out certain Actions: You need the consumer leg for instance, if you want to update a ticket after the call has been finished. If you use the Trigger "Always", the Action to update the ticket will be carried out 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.
External inbound leg from consumer to the platform:
Internal outbound leg from the queue to the agent:
Note that the call type is outbound here, because the babelforce platform makes an outbound call to the agent (away from the platform).
Internal outbound leg from the platform API to the agent device:
External outbound leg from the API to the consumer: