Use cases for each call type call (Make or receive a call )

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Use cases for each call type call (Make or receive a call ) by Mind Map: Use cases for each call type call (Make or receive a call )

1. Outbound call types

1.1. Pick up by client

1.1.1. Talk and hang up by agent

1.1.2. Talk and hang up by client

1.1.3. Transfer the call to another agent (Who is in Ready or Not ready status)

1.1.3.1. Accept the call by another agent

1.1.3.1.1. Talk and hang up by the agent

1.1.3.1.2. Talk and hang up by the client

1.1.3.2. Decline the call by another agent

1.1.3.3. Ignore the call by another agent

1.1.4. Transfer the call to an agent (Who is in Meeting, Break, Lunch, Bathroom or training status)

1.1.5. Transfer the call to another extension

1.1.5.1. Accept the call by another extension

1.1.5.2. Decline the call by another extension

1.1.6. Transfer the call to another campaign

1.1.6.1. Accept the call by another campaign

1.1.6.2. Decline the call by another campaign

1.1.7. Transfer the call to another Custom phone number

1.1.7.1. Accept the call by custom number

1.1.7.2. Decline the call by custom number

1.1.8. Talk and put on hold

1.1.8.1. Pick up

1.1.8.1.1. Hang up

1.1.8.1.2. Put on hold

1.1.8.2. Hang up by agent

1.1.8.3. Hang up by client

1.1.8.4. Make a call to another agent

1.1.8.4.1. Accept the call by another agent

1.1.8.4.2. Decline call by another agent

1.1.8.4.3. Ignore the call by another agent

1.1.8.5. Make a manual call

1.1.8.5.1. Decline the call as dialed number

1.1.8.5.2. Accept the call as dialed number

1.1.8.5.3. Ignore the call as dialed number

1.2. Decline the call as client (without answer)

1.2.1. Leave a voicemail

1.2.2. Not Leave a voicemail

1.3. Hang up by agent before client will pick up the call

1.4. Hang up by agent in the moment when client accept the call

1.5. In case of Preview campaign -> Postpone the call

1.6. Ignore the call as client

1.6.1. Leave a voicemail

1.6.2. Not Leave a voicemail

2. Inbound call types

2.1. Ctax mode

2.1.1. Ignore as agent

2.1.2. Decline as agent

2.1.3. Pick up as agent

2.1.3.1. Talk and hang up by agent

2.1.3.2. Talk and hang up by client

2.1.3.3. Transfer the call to another agent (Who is in Ready or Not ready status)

2.1.3.3.1. Accept the call by another agent

2.1.3.3.2. Decline the call by another agent

2.1.3.4. Transfer the call to an agent (Who is in Meeting, Break, Lunch, Bathroom or training status)

2.1.3.5. Transfer the call to another extension

2.1.3.5.1. Accept the call by another extension

2.1.3.5.2. Decline the call by another extension

2.1.3.6. Transfer the call to another campaign

2.1.3.6.1. Accept the call by another campaign

2.1.3.6.2. Decline the call by another campaign

2.1.3.7. Transfer the call to another Custom phone number

2.1.3.7.1. Accept the call by custom number

2.1.3.7.2. Decline the call by custom number

2.1.3.8. Talk and put on hold

2.1.3.8.1. Pick up

2.1.3.8.2. Hang up by agent

2.1.3.8.3. Hang up by client

2.1.3.8.4. Make a call to another agent

2.1.3.8.5. Hang up

2.1.3.8.6. Make a manual call

2.2. Normal mode (The call is picked up automatically)

2.2.1. Ignore as agent in Not Ready status

2.2.2. Hang up the call by agent in the moment when the call is answered

2.2.3. Pick up by agent

2.2.3.1. Talk and hang up by agent

2.2.3.2. Talk and hang up by client

2.2.3.3. Transfer the call to another agent (Who is in Ready or Not ready status)

2.2.3.3.1. Accept the call by another agent

2.2.3.3.2. Decline the call by another agent

2.2.3.3.3. Ignore the call by another agent

2.2.3.4. Transfer the call to an agent (Who is in Meeting, Break, Lunch, Bathroom or training status)

2.2.3.5. Transfer the call to another extension

2.2.3.5.1. Accept the call by another extension

2.2.3.5.2. Decline the call by another extension

2.2.3.6. Transfer the call to another campaign

2.2.3.6.1. Accept the call by another campaign

2.2.3.6.2. Decline the call by another campaign

2.2.3.7. Transfer the call to another Custom phone number

2.2.3.7.1. Accept the call by custom number

2.2.3.7.2. Decline the call by custom number

2.2.3.8. Talk and put on hold

2.2.3.8.1. Pick up

2.2.3.8.2. Hang up by agent

2.2.3.8.3. Hang up by client

2.2.3.8.4. Make a call to another agent

2.2.3.8.5. Make a manual call

2.2.3.9. Talk and put on hold

2.3. Direct dial calls

2.3.1. Pick up by agent

2.3.1.1. Talk and hang up by agent

2.3.1.2. Talk and hang up by client

2.3.1.3. Transfer the call to another agent (Who is in Ready or Not ready status)

2.3.1.3.1. Accept the call by another agent

2.3.1.3.2. Decline the call by another agent

2.3.1.4. Transfer the call to an agent (Who is in Meeting, Break, Lunch, Bathroom or training status)

2.3.1.5. Transfer the call to another extension

2.3.1.5.1. Accept the call by another extension

2.3.1.5.2. Decline the call by another extension

2.3.1.6. Transfer the call to another campaign

2.3.1.6.1. Accept the call by another campaign

2.3.1.6.2. Decline the call by another campaign

2.3.1.7. Transfer the call to another Custom phone number

2.3.1.7.1. Accept the call by custom number

2.3.1.7.2. Decline the call by custom number

2.3.1.8. Talk and put on hold

2.3.1.8.1. Pick up

2.3.1.8.2. Hang up by agent

2.3.1.8.3. Hang up by client

2.3.1.8.4. Make a call to another agent

2.3.1.8.5. Make a manual call

2.3.2. Decline as agent

2.3.3. Ignore as agent