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The sequence of operations performed by a switching system from the acceptance of an incoming call through the final disposition of the call. [1] See call control for a more complete description. The series of steps and processes by which an organization automates the handling of telephone calls (usually incoming calls).
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]
R0 — Rejects incoming call and temporarily disables call waiting. Pressing the R button during a call usually places the call on hold and returns a dial tone. A second number can then be dialed. Calls can then be toggled between with R2 or conferenced together with R3. On Centrex lines, PBX systems and VoIP ATAs a hook flash or the R-button ...
The G-MSC for handling incoming calls; The VLR for handling requests from mobile phones to attach to the network; The SMSC for handling incoming SMSs; The voice mail system for delivering notifications to the mobile phone that a message is waiting; The AuC for authentication and ciphering and exchange of data (triplets)
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 ...
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