Agent Leg/Client Leg Descriptions

One area for confustion with many of our clients is the way our telephony platform works.
The most common application of the dialer is doing outbound calling. Regardless of the interface being used, the typical process goes something like this:

1. User initiates an outbound call by clicking a button on the computer.
2. The user’s telephone rings to connect them to the call first.
3. The outbound call is placed as a second leg.
4. The user dispositions the call.

This basic process is in essence actually creating two separate phone calls—one to the agent sitting at their station, another to the person receiving the call, with the dialer platform acting as a bridge between both calls.



As the user continues to move through their dialer list, the call connected to the user, called the agent leg, never disconnects from the platform as long as the user leaves their phone connected. Each time the user places the next call, the dialer drops the second leg, called the client leg, and then reconnects the next call with a new client leg, and once again bridges the agent and client legs together.



For inbound calling, the process is almost the same with one difference—typically it is the client leg that is connected first, which is then bridged to the agent leg when the agent is notified of the inbound call.