Why are my internal calls being costed?

[Belinda Frick]

An internal call is a call that originates on an internal extension and made to another
internal extension.

If you phone from extension 121 to extension 110 (switchboard) then it is an internal call.
If you phone from extension 121 to 0215924033 (switchboard number) then it is an outgoing call.
All outgoing calls is costed.

ALSO SEE: My internal calls are being costed.

TOPAZ will only cost OUTGOING calls.
You can view the call direction in TOPAZ under 'ENQUIRIES', under the 'All Calls' tab in the 'Inc.'
column. If the value is 'True', then it is an incoming call.

The call direction is used to check if it must be costed, not the call action.

TOPAZ calls is classified by:
direction (incoming or outgoing) and
call action, ALSO SEE: TOPAZ call action types
The PABX call data string is translated by the PABX3 plugin. This translation will depend
on the call action and direction given off by the PABX.

If the PABX unit gives off an internal call to another extension as outgoing internal, then it
will get translated that way and therefore costed in TOPAZ.

Some PABX will give off all internal or transferred calls off as internal, which is incoming. This
means that if you make an outgoing call and then transfer it, it will show as incoming transfer.

Some PABX's will classify transferred and internal calls as internal and therefore as incoming.

Conclude: The call direction and actions available will depend on the PABX. In some cases
you cannot differenciate between internal calls and transferred calls. If all these calls is
classified as incoming, you could miss costing actual outgoing transferred calls.

Please note that this information being available is a limitation of the PABX. The plugin can only
report on the call data information it receives from the PABX.

The telephone number will be used to determine which costing should be used for the outgoing call made.
In the case of incoming calls it is only used to determine the destination.

Some PABX's will give the extension number as the telephone number if a call is transferred. The
destination will then have the extensions as the 'exchange'.
ALSO SEE: My internal calls show a destination in TOPAZ.

If this call has a direction of outgoing it will be costed at the rate tied to the 'telephone' number,
which is actually the extension.

If the PABX differenciate between internal calls(call originates on an internal extension and made to another
internal extension) and transferred calls (a call received on an internal extension or originated on an internal extension and then
transferred to another internal extension), then all internal calls can be classified as direction incoming (no costing
involved).

Transferred calls can have a costing, depending on if it is incoming transferred of outgoing transferred.
If you make an outgoing call and then transfer that call to another internal exension then you will be
costed for that call. If you receive an incoming call and transfer that call to another extension,the
original dialing party will be costed for the call.