Frequently Asked Questions

1 Explanation of PBX error encoding

Error encoding	Chinese explanation	Example
404	This extension is not found, callout is prohibited	Example: Agent A registers a sip phone, and then sets the agent status to disabled in the agent editing page. After saving, delete the agent. If the telephone registers, call out the outside line before the voice prompt is heard.
410	Defective steering type or steering target	Example: Did does not set the steering, the incoming call route is incoming, and the incoming call route can match, but the steering is not set, and the prompt tone cannot be heard, but the 410/did is displayed in the call record. The overflow steering of the seat group has a category but no target, and a voice prompt will be heard.
411	The steering target configuration was not found (usually, the steering target was deleted)	Example: Did turned to ivr, and then deleted the ivr. You will hear a voice prompt when you call in from outside.
415	The route is not matched in the outgoing call file	Example: No outgoing call file is set; or the set outgoing call file route cannot match
416	The specified outgoing call relay was not found	Example: No relay is set in the outgoing call file
417	Failed to obtain IVR voice list media file	Example: Set a media file in the ivr voice menu, then delete the set media file, and turned to the ivr. You will hear a voice prompt when an external call is in.
418	The client bound by the relay is inconsistent with the client bound by the DID	The realm of did shall prevail
419	The incoming call does not match any Client and cannot be turned on	Example: The incoming DID and relay are not bound to the client
420	Numbers in DNC list, no calls are allowed	Example: Add the customer number to the prohibited call list, and the call will be out of the seat, and there will be a voice prompt.
421	DID has been disabled
422	Meet the system call limit rule and prohibit outgoing calls	Example: On the root-call limit page, add call limits, and there will be voice prompts when the agent calls out.
423	The default incoming route does not set the steering target	Example: When did not set the steering, and if the existing incoming route cannot match, the default incoming route does not set the steering, and the voice prompts for incoming calls from outside.
424	Listening/Secret Word/Strong insertion object is not in the call	Example: 9010 is not on the phone, 9003 enter *909010, and there will be a voice prompt
425	This seat only allows click calls (double call) and direct calls are prohibited	Example: Open on the agent editing page: Only clicking calls is allowed, and there will be voice prompts when the agent directly calls out.
426	No permission to use function keys to perform monitoring related operations, the monitoring target is not within the monitoring range	Example: The agent does not have the privilege of monitoring or the monitored party is not within the monitoring range of the agent. The agent will hear a voice prompt when monitoring.
427	It is not allowed to monitor and operate related to yourself when you are on your own extension.	Example: The seat monitor, secret words, and forced yourself to listen to voice prompts
430	The target call was not found in any node/*85 does not process the number	Example: The seats in the same department are not in the ringing state. If the seats are entered *85, there will be a voice prompt.
432	The target is not ringing	Example: In 2006, enter “*859010:” to pick up the call from the 9010 seat, but 9010 is in idle state, and will be prompted by voice.
434	Function keys to pick up calls from different departments	Example: In 2006, enter “*859010:” to pick up the call from the 9010 seat, but 9010 is in idle state, and will be prompted by voice.
460	The residing call does not exist	Example: The SIP node corresponding to the call cannot be found, and the data of this system node will not be reported if it does not exist.
461	Same as above
462	The call that was picked up does not exist	Example: The corresponding SIP node for the call cannot be found, and the data of this system node will not be reported if it does not exist.

2 Call type in call history

Call Type
Call in
Call out
Call on both ends
Pre-dial
Inside
Voice notification
Play the sound and receive the number
Forced insertion
Secret Word
monitor
Grab the pickup
Residence
Three-party call

3 The reason for hanging up in the call record and its way of occurrence

Reason for hanging up	Cause
Connect	Call connected
No answer	Call in to the seat that is not online
Call failed	The outgoing error number (the outgoing call file cannot match)
blacklist	Set this number in the blacklist to make a call
Call limit	The system has set a limit on the number of calls. When the limit is reached, it will be prompted.
Emergency number blocking	No call to emergency numbers 110 118 119
Being called	The caller is on the phone or refuses to call, and it will show that he is being called.
Called to reject
Caller hangs up in advance	Call out the wrong number, but the number can match the corresponding outgoing file
Caller hangs up in advance	Deleted, there may be residual system
Caller hangs up in advance
Call timeout	Call (in and out) to the online agent or client, but the agent or client does not connect until the timeout is suspended
Queue waiting for exit	When a call is in the queue, the client hangs up when waiting in the queue for the agent to answer the call.
Queue timeout	When the call is in the queue, the client waits in the queue for the agent to answer the call until the queue timeout and the call is hung up.
Empty queues are blocked	Set in the queue, call in is not allowed when there is no agent check-in
Empty queue overflow
Queue queue overflow	When the call incoming queue calls exceed the maximum queues set by the agent group, the call is suspended
Identification errors
Shut down
Shutdown
other
Call error
Transfer	The call was disconnected due to transfer
Grab the pickup	Call answer
block

4 seat events

Party	Action	describe	reason
agent	ringing	The seat enters the ringing state
	answer	The agent enters the reply state (the incident in which the agent receives the phone call)
	pause	The seat is suspended	①Default pause does not display ②Select the reason for pause to display the pause name ③ Group leader pause: SP
	ACW	After entering the conversation
	hangup	The call was hung up
	hangupPause	Resuming suspension	Call in to the seat group, the seat is checked in but the phone is not online: NoR
	hangupACW	After hanging up, enter	auto
	onhold	Call keep
	resume	Call recovery
	unpause	Cancel the pause
	exitACW	After the end
	login	Check in to the seat group
	Logoff	Check out the seat group	① The agent check-in is not checked out, just close the browser page or disconnect the network –> The agent browser timed out –checkws.② The agent login timed out –checkonline
	QPause	Queue pause
	QUnpause	Cancel queue pause
	confJoin	Join the tripartite meeting	Joining three parties will generate an event of joining at two seats.
	confLeave	Leave the tripartite meeting	There will be two seats in the three parties
	setDefaultGroup	Set the default agent group, this function has been cancelled, but the event log is retained
	Abandon	① The queue is not answered, waiting for timeout or the caller is hung up.	①JOINEMPTY (This prompt will be displayed when the empty queue is not enabled in the queue).
	joinQueue	Calls entered the queue
call	create	Start a new call (call establishment)
	answer	Call answer (when the call is established between both parties, there will be an answer event)
	hangup	Call hangs up
Caller	incoming	There is an incoming call
	hangup	Calling off
callee	ringing	Called ring
	answer	Called answer (event established by the called answer)
	hangup	Called to be hung up
Conversation	hangup	Call hangs up
Consult	ringing	Start calling the consulted party
ivr	start	Enter IVR (you will only appear if you dial ivr in the inside line)
	userInput	IVR key operation
	end	Exit IVR

5 Calculation formulas and statistical scope of each data in the statistical report

Statistical items	category	Calculation method	Rounding method
Seat details	Average call duration	Average call duration incoming calls = Total incoming calls / Incoming access	Round downward, for example, 11/2=5.5 for the last 5 seconds
	Total call duration	Total call duration = call	Directly sort according to the call situation
	Average call duration	Average call duration for outgoing calls = Total call duration for outgoing calls / Total number of outgoing calls
		Total length of exhalation	Total length of call = ringing + call
	Average length of retention	Average hold time = hold time / number of hold times	Average holding time = holding time / number of holding times Round downward, for example, 7/2=3.5 The last holding time is 3
Seat summary	Average length of retention	Average hold time = hold time / number of hold times	Round downward, for example, 7/2=3.5, last hold time 3
	Time after the conversation	Call in to the seat group, and the seat will enter after hang up the call	Directly sort out the situation after the call
	Check-in time	Duration of check-in to the seat group	Directly sort by check-in time
	Call duration = ringing + call		Directly sort by dialing time
Seat group details	Incoming call access rate	Incoming call access rate = incoming call throughput / total incoming call times multiplied by 100	Leave the two decimal places, round it up, 1/3*100%=33.33%
	Average call duration	Average call duration incoming calls = Total incoming calls / Total incoming calls	Take the integer downward, 11/2=5.5 takes 5
	Total call duration	Total call duration = call
	Outgoing call rate	Outgoing call rate = outgoing call volume / total outgoing call volume multiplied by 100	Leave the two decimal places, round it up, 1/3*100%=33.33%
	Average call duration	Average call duration for outgoing calls = Total call duration for outgoing calls / Total number of outgoing calls	Take the integer downward, 240/9=26.66 takes 26
	Total call duration	Total call duration = call
	Average length of retention	Average hold time = hold time / number of hold times	Take the integer downward, 116/15=7.73 takes 7
Agent group summary	Incoming call access rate	Incoming call access rate = incoming call throughput / total incoming call times multiplied by 100	Leave the two decimal places, round it up, 7/9*100%=77.78%

6 Examples of the percentage of seats calculated in the advanced pre-dial setting

Advanced settings are shown in the figure

List the situation

Total number of seats online 10

Seat 1: Call duration 20s

Seat 2: Call duration 120s (greater than the average call duration 60s [talkend])

Seat 3: Call duration 4s (less than short-term call time 10s * short-term call rate 50% = 5s [shorttalk])

Seat 4: 60s after conversation (30s after average conversation)

Seat 5: 30s after the conversation

Other seats are idle seats [idleagent]

Client 1: Ringing, ringing 15S, it has been connected, but no seat has been connected

Client 2: Ringing is turned on for 20s (less than the average ringing time is 25s【ringing】)

Available Agent = idleAgent + talkEnd + acwEnd + shortTalk - waiting

Predict the number of available seats next time = 5 idle seats + 2 seats (at this time the system judges that the call is about to be hung up) + 4 seats (more than the average time after the system predicts that the seat will leave the conversation) + 3 seats (the short call is about to end) - Customer 1=5+1+1+1-1=7

Dial number = (Agent × Percentage of seats)/Response rate - ringing

Number of dials = (7*150%)/50%-1=20

The system predicts the number of next dials before each wheel pre-dial starts.

allRinging = all ringing numbers

waiting = number of calls that the client has been connected but not received by the agent

allAnswered = Number of calls to be answered by the agent

ringing = Number of calls whose ringing duration is less than the average ringing duration

talkEnd = Number of calls whose call duration is greater than the average call duration

shortTalk = Call duration is less than short call order × short call order ratio

maxChannel = task maximum dial limit

idleAgent = idle seat in the queue

Available Agent = idleAgent + talkEnd + acwEnd + shortTalk - waiting

Dial number = (Agent × Percentage of seats)/Response rate - ringing

The number of calls initiated each time is: (the number of dials calculated by the formula), (the maximum concurrency per dial), (the maximum number of tasks concurrency - allRinging -waiting - allAnswered) The minimum value of the three

7 What preparations do you need to make before the seat makes an outgoing call?

①First establish a relay, display number, and outgoing call file at the root level

First assign the display number to the affiliated agent, and the agent assigns it to the client for use

Create outbound call files and assign outbound call files to client

Select the corresponding outgoing file in the client level —>System preferences —>Dialization —>Default outgoing file

Select the corresponding display number in client level —>System preferences —>Call settings —>External number

If the corresponding configuration in the outgoing call file is normal, after logging in to the seat, the seat can turn on the phone and then make the outgoing call.

8 Calling method using outbound call task

1. Call the seat manually

After the client has established the seat, log in to the seat, check the seat into the seat group, open the contact customer page to prepare to start work.

On the [Contact Customer] page, select the task you want to add a customer, and click “+” after [My Customer] to add a customer

Edit and save customer information.

After saving customer information, you can also conduct a questionnaire survey on the customer, or establish or process work orders, etc.

When there are assigned customer seats in the agent group, customers in the customer pool can also be batched in the task customer pool.

2. Automatic dialing for assigning seats

After the seat is checked into the seat group, select the corresponding task.

Clicking on automatic dialing will show the conditions met by customers who need automatic dialing at the agent:

Number of dials: The seat can filter the customer number to be dialed based on the number of times the customer dials.

Last contact information: The agent can define the customer number to be called based on the time of the last contact of the customer.

Number of dials: Conditions set by automatic dialing.

Delay: There is an intermittent time for the agent to process the result of the call after the call is over to the start of the next automatic call. If the time is not enough, the agent can click on delay. The delay time is set by the task management. Click once to delay the set delay time, and the delay can be accumulated.

Start to the next call: After the call is over and the next automatic call starts, if the agent completes the processing of the call within the countdown time set by the task, the next automatic call can be started. The agent can click this key to enter the next automatic call state directly.

Pause: After the call ends and the next automatic call starts, the agent can temporarily suspend the automatic call if there is a temporary problem and continue processing when there is time.

Countdown: The countdown time set by Task Management from the end of the call to the start of the next automatic call.

×: Turn off automatic call, and those who are already calling cannot be turned off.

3.Pre-dial

After assigning an outgoing call task, you can set the pre-dial before starting it.

After setting up the advanced options for pre-dialization, you can enter the process of turning on pre-dialization.

Click Recycle to recycle customer data in the task.

Now return to the pre-dial page of the agent group and click Start to enable pre-dial.

During the pre-dial dialing process, the user can click the pre-dial list in the pre-dial list to view the current dialing list.

9 Three ways to transfer in a call

1 Blind to the phone

When the agent is in a call state, when it is necessary to transfer the call to a third party, there are two ways to transfer the agent blindly, that is, it can be used to transfer directly on the page, or it can be used to transfer the phone. The specific operation method is as follows:

A. Take yealink phone as an example. Use the phone to click (the corresponding button in the phone) to enter the third party number and click (trans) again to transfer to the third party. At this time, all operations of the seat are only performed on the phone.

B. Using the agent page, you can directly click the call button and enter a third-party number, click the call button again to transfer the call. At this time, the agent operation is performed on the web page.

After the transfer, the call to the agent is initiated to hang up directly. The current call is transferred to a third party. At this time, because the status of the third party is unknown, if the third party can answer, the transfer is successful, that is, the dialing user and the third party successfully connect.

The above is to realize blind phone rotation.

Note: Third parties may include seats, external lines, etc.

2 phone consultation and transfer

When the agent is in a call state, take yealink phone as an example. When it is necessary to transfer the call to a third party, you need to directly use the phone to click (trans) to enter the third party number. After entering, click (send) on the phone. The agent that initiates the transfer can call with the designated third party to determine the call status of the third party at this time, confirm that it can answer and then click (trans) to forward the call.

3 phone stay

When the agent is in a call state, take the yealink phone as an example. When it is necessary to transfer the call to a third party, you need to directly use the phone to click (trans) to enter the residency number set in the function key. Take the system default 700 as an example. After entering, click (send) on the phone. The call will be resided, and the resident party will keep the music. When the third party seat or the original seat wants to retrieve it, you can press 701 according to the voice prompt.

10 How to use the automatic deployment of phones

Taking yealink phone as an example, set the username and password for automatic deployment in the client and phone

On the Agent - Advanced Page, select the phone deployment template - fill in the phone’s MAC address

After saving, click on the agent to edit - preview the phone deployment template, fill in the user name and password to preview

Fill in the server url and username and password set in client settings at the yealink phone settings-settings-automatic update

The automatic deployment of the phone will be successful.

11 What preparations are needed to call between two clients in the same system?

Create a relay

1.建立一个使用ip的中继，因为都在同一个环境中，所以建立的中继就是本环境的
例如stg的两个client互相打，就建一个stgIP的中继

Create outbound call files

2.以被叫号码-前缀匹配为条件，匹配目标client所用did的前缀，中继都使用同一个中继（上述创建好的）

For example: the did prefix used by client1 is 56, and the did prefix used by client2 is 57. Then the prefix of client1–out call file 1 matches 57, and the prefix of client2–out call file 2 matches 56

distribute

3.将创建好的外呼档案、did号码、外线号码等分配给对应的两个client，就可以双向进行呼叫了

12 Blf instructions and methods

1 Function description

blf function: If a seat needs to know the current status of another or more designated seats, the blf function can be activated.

2 Configuration method

Currently, the blf function can be implemented on two types of phones.

SIP phone configuration steps (taking yealink as an example)

① Log in to the IP address of the sip phone and enter the function configuration page of the sip phone

② Register an extension on the [Account] page

③ Click the [Programmable Key] page, change the type of account key 2 to blf, fill in the value, label, and extension number respectively, click the [Submit] button, the blf function on the sip phone will be enabled, and the extension in account 1 can monitor the status of the extension in account 2.

NoteIf you enter function keys such as *85 in “Value”, the monitoring seat can directly press the indicator button on the SIP phone to catch up the phone of the monitored seat.

Configuration steps of wcc web phone

①Login an extension

②Click the [Settings] button on the page to enter the custom key page

③You can choose to add one or more monitored seats on the custom key page

④After the addition is successful, you can see the current status of the monitored agent.

Color display

Whether it is a sip phone or a wcc web phone, if the monitored agent indicator light is green, it means that the agent is currently in an idle state; if the monitored agent indicator light is red, it means that the agent is currently in a busy state such as ringing, talking, etc.

Note: This function will only be triggered when the inside line or outside number calls into the monitored seat, and the indicator light will turn red. This function will not be supported when the call out to the outside line.

13 不同通话类型，原始主叫号码、原始被叫号码等8个字段显示情况 .

前提条件	测试坐席A/B/C	使用的外线号码	坐席组号码（设置号码前缀）	坐席组名称（设置名称前缀）	振铃组号码（设置号码前缀）	振铃组名称（设置名称前缀）	IVR菜单名称（设置号码前缀、名称前缀	did号码（设置号码、名称前缀）
	2008/2006/2001	881005	20250701	20250701坐席组	444555	ring	test1	581000

显示字段/呼叫类型	原始主叫号码	原始主叫名称	实际主叫号码	实际主叫名称	接入号码	实际被叫号码	原始被叫号码	原始接入号码
内线（呼入到振铃组）	坐席工号 2008	2008	振铃组号码前缀+2008	振铃组前缀+坐席名称	振铃组号码 444555	2006	振铃组名称 ring
呼出到外线	坐席工号 2001		外呼档案主叫号码替换 011888	外呼档案主叫名称替换 1106	881005	外呼档案被叫号码替换 881006	881005
呼入到坐席	881005		did号码前缀+881005	did名称前缀	did号码 581000	2008	2008	did号码 581000
呼入到坐席组	881005		did号码前缀+881005	did名称前缀	did号码 581000	2008	2008	did号码 581000
呼入到振铃组	881005		坐席组号码前缀+did号码前缀+881005	坐席组名称前缀+did名称前缀	did号码 581000	2006	坐席组号码 20250701	did号码 581000
呼入到语音播报（转向到振铃组）	881005		did号码前缀+881005	did名称前缀	did号码 581000	2006	2006	did号码 581000
呼入到条件（转向到振铃组）	881005		振铃组号码前缀+did号码前缀+881005	振铃组名称前缀+did名称前缀	did号码 581000	2006	振铃组名称 ring	did号码 581000
呼入到IVR语音菜单（按1转向到振铃组）	881005		振铃组号码前缀+IVR号码前缀+did号码前缀+881005	振铃组名称前缀+IVR名称前缀+did名称前缀	did号码 581000	2006	振铃组名称 ring	did号码 581000
Pre-dial	坐席组号码20250701		外呼档案主叫号码替换 011888	外呼档案主叫名称替换 1106	坐席组号码20250701	2006	881005

总结
原始主叫号码与实际主叫号码的区别	原始主叫号码前面是没有任何号码前缀
	实际主叫号码在呼入通话类型中会加号码前缀，在呼出通话类型中会根据外呼档案的设置进行主叫号码替换，显示替换后的号码
原始主叫名称与实际主叫名称的区别	原始主叫名称没有前缀
	实际主叫名称是在呼入通话类型中会加名称前缀，在呼出通话类型中会根据外呼档案的设置进行主叫名称替换，显示替换后的名称
原始被叫号码与实际被叫号码的区别	原始主叫号码是指最先转接到的层级的号码。	例如外线呼入，did转向到坐席组，那坐席组号码就是原始被叫号码
	实际被叫号码是指最后接通电话的号码。	例：外线呼入，did转向坐席组，坐席A最后接通了电话，坐席A的工号就是实际被叫号码
	在外呼过程中，外呼档案可能会替换被叫号码，那么最后接通电话的是被替换的号码，被替换的号码就是实际被叫号码
接入号码	是指拨打的号码（再通过其进行转接）。出是显示外线号码，呼入是一般为did号码
	若内线拨打振铃组、拨打坐席组号码等不走外呼档案、did号码时，接入号码为振铃组号码、坐席组号码。