Call originating from an device outside the switch network infrastructure to a device inside the switch network infrastructure.

Call originating from a device inside the switch network infrastructure to a device outside the switch network infrastructure.

Personal extension

Calls made to or from a private extension available to multiple devices within the switch network infrastructure.

Blind conference

Call between three or more parties where the invited third party was consulted prior to the invite.

Blind transfer

Call transferred from one agent to another agent where the other agent was consulted prior to the transfer.

Call made to a hunt group that distributes phone calls from a single telephone number to a group of different phone lines.

Call whose duration exceeds the Long Call Duration (minutes) limit configured for the data source in WFE.

Continuously running excessively long calls, such as nailed or open line calls.

Call that is put on hold and resumed at least once, which does not become a transfer or conference as the same agent resumes the call.

Call that involves at least one instance of being put on hold in a communal "parking spot", so that another agent can resume it on a different phone.

Call between two traders through a handset or over the microphone and speakers inside the switch network infrastructure.

Call made on an always-on intercom channel between multiple devices on the switch network that multiple traders can simultaneously connect to and communicate on.

Manual Ring Down (MRD)

Call made on a device that automatically dials a pre-configured private line number when a user takes the phone off-hook. The user cannot dial any other number.

Call made between two or more traders on a private line that is always open.

Instant conference call with one-way audio that broadcasts to multiple phone lines simultaneously. Only the broadcast initiator can transmit; other parties can only listen and cannot talk to the initiator or to each other.