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For data communication, the overall length of time required to establish a circuit-switched call between terminals; i.e., the time from the initiation of a call request to the beginning of the call message. Note: Call set-up time is the summation of: (a) call request time—the time from initiation of a calling signal to the delivery to the ...
The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
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For call setup, the body of a SIP message contains a Session Description Protocol (SDP) data unit, which specifies the media format, codec and media communication protocol. Voice and video media streams are typically carried between the terminals using the Real-time Transport Protocol (RTP) or Secure Real-time Transport Protocol (SRTP).
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Call features provide a customised experience for the caller and maximize the efficiency of inbound call handling. Call management parameters can specify how calls are distributed according to an operator's skill level in relation to a call, the time and/or date of a call, the location of the caller or through automatic routing processes. [3]
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