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Computer aided call handling is a methodology for managing calls to service providers, such as emergency services, through the use of computer based algorithms in order to make consistent and objective decisions on action to be taken. The computer software can provide scripting, prompts or interactive questioning to assist the call handler in ...
Call management is the process of designing and implementing inbound telephone call parameters, which govern the routing of these calls through a network. The process is most prominently utilized by corporations and the call centre industry and has its highest effectiveness when call logging software tools are used.
A softphone is a software program for making telephone calls over the Internet using a general purpose computer rather than dedicated hardware. The softphone can be installed on a piece of equipment such as a desktop, mobile device, or other computer and allows the user to place and receive calls without requiring an actual telephone set. [1]
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be coordinated. The term is predominantly used to describe desktop -based interaction for helping users be more efficient, though it can also refer to server-based ...
A command-line interface (CLI) is a means of interacting with a computer program by inputting lines of text called command lines. Command-line interfaces emerged in the mid-1960s, on computer terminals, as an interactive and more user-friendly alternative to the non-interactive mode available with punched cards. [1]
Middleware is a type of computer software program that provides services to software applications beyond those available from the operating system. It can be described as "software glue". [1] [2] Middleware makes it easier for software developers to implement communication and input/output, so they can focus on the specific purpose of their ...
In computer programming, the term hooking covers a range of techniques used to alter or augment the behaviour of an operating system, of applications, or of other software components by intercepting function calls or messages or events passed between software components.
Message passing is a technique for invoking behavior (i.e., running a program) on a computer. In contrast to the traditional technique of calling a program by name, message passing uses an object model to distinguish the general function from the specific implementations. The invoking program sends a message and relies on the object to select ...