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  2. Virtual number - Wikipedia

    en.wikipedia.org/wiki/Virtual_number

    A virtual number, also known as direct inward dialing (DID) or access numbers, is a telephone number without a directly associated telephone line. Usually, these numbers are programmed to forward incoming calls to one of the pre-set telephone numbers, chosen by the client: fixed, mobile or VoIP .

  3. Virtual queue - Wikipedia

    en.wikipedia.org/wiki/Virtual_queue

    Call centers do not measure this "virtual queue" time as "queue time" because the caller is free to pursue other activities instead of listening to hold music and announcements. The voice circuit is released between the ACD and the telecommunications network, so the call does not accrue any queue time or telecommunications charges.

  4. Contact center telephony - Wikipedia

    en.wikipedia.org/wiki/Contact_center_telephony

    In addition, they are making use of email, SMS, chat, social media, and other virtual contact channels. This is also the reason for the shift in nomenclature from "call centers" to "contact centers", "contact" being a wider term than "call". Respecting the trend, contact center owners need to adopt unified communication or multi-channel ...

  5. Call centre - Wikipedia

    en.wikipedia.org/wiki/Call_centre

    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]

  6. Call setup - Wikipedia

    en.wikipedia.org/wiki/Call_setup

    In telecommunication, call setup is the process of establishing a virtual circuit across a telecommunications network. Call setup is typically accomplished using a signaling protocol. The term call set-up time has the following meanings: The overall length of time required to establish a circuit-switched call between users.

  7. Computer telephony integration - Wikipedia

    en.wikipedia.org/wiki/Computer_telephony_integration

    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.

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