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The series of steps and processes by which an organization automates the handling of telephone calls (usually incoming calls). 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.
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]
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 ...
Alpha Dispatch service is best described as enhanced numeric paging. [4] It is a service that consists of live operators who answer incoming calls and input the callers' messages on a computer, then transmit the message using the Telocator Alphanumeric Protocol to the paging provider's radio towers.
GSM procedures are sets of steps performed by the GSM network and devices on it in order for the network to function. GSM (Global System for Mobile Communications) is a set of standards for cell phone networks established by the European Telecommunications Standards Institute and first used in 1991.
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An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing , for solicitation of charitable or political donations , debt collection , market research , emergency notifications, and ...
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