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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.
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 ...
With that capability the units could be used to automate various telephone-related tasks by handling both incoming and outgoing calls. This included acting as an interface to an email system and the capability to function as an alerting system by utilizing the ability to place calls and interact via touch tones with the person answering the phone.
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]
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)
It also uses entirely the same four-stage switching fabric for incoming as for outgoing calls, instead of separate fabric, as had been done in earlier systems. These developments had the overall effect of simplifying the switch fabric, and using it as a "service" rather than as an immutable part of the call, as was the case in most earlier systems.
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