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Auto diallers are responsible for providing management information to call centre operators, including how many outbound calls each agent has handled. [3] In more sophisticated computer telephony systems, a single system handles both ACD of inbound calls and dialling of outbound calls, allowing agents to be switched between the two as traffic ...
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]
An IVR can play announcements and request an input from the caller. This information can be used to profile the caller and used by an ACD to route the call to an agent with a particular skill set. Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller. Information can be obtained from ...
An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the ...
A fax server at a central location, connected directly to public switched telephone network (PSTN) T- or E-carrier primary rate interface lines and using direct inward dial to identify the intended addressees can convert incoming faxes to electronic documents (such as TIFF or PDF) for web or e-mail delivery. The fax traffic never passes through ...
These solutions typically allow dynamic interconnection between users in any two domains of the Internet, when a user wishes to place a call. In addition to VoIP phones, VoIP is also available on many personal computers and other Internet access devices. Calls and SMS text messages may be sent via Wi-Fi or the carrier's mobile data network. [4]
Call processing in this sense may include the initial greeting of the call (perhaps time-of-day or other factor dependent) to routing the call based on dialed digits or lack thereof. The automated treatment may include routing the call to an Interactive Voice Response System (IVR) , sending the call to a voice mail system , queuing the call ...
In telecommunications, the dropped-call rate (DCR) is the fraction of the telephone calls which, due to technical reasons, were cut off before the speaking parties had finished their conversational tone and before one of them had hung up (dropped calls). This fraction is usually measured as a percentage of all calls.
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