Call segmentation is a reference to how many steps of the call do you want to show. All calls at our locations go to a main greeting first. From there, the caller can go to an extension or make other choices that will eventually end up in a hunt group. What parts of the journey do you want to see? If you don't care about the call tree, don't keep "historical" information about any of the applications. For me, I want everything. So every extension and application are kept. As well as internal information. I have many managers who ask about agents calling each other to keep from being available in the queue. I want to make sure that each caller has heard the application that informs them of possibly being recorded. You have to prove that if it goes to court. So on and so on.