The call type code provides a user-defined way to categorize calls. Types are best for broadly classifying the reason for calls. For example, you may want to define different call types for marketing and sales calls, for operational questions that you often answer immediately, and for problems that require the attention of field service personnel. These business situations often require different kinds of call management.

Within each call type, you can use other call parameters such as work code to further qualify the call.

Define call types with Call Types Maintenance (11.1.21.4).