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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 ...
The PBX may use this information to route the call directly to a telephone extension within the organization without the need for an operator or attendant. The service provides inbound telephone service for many telephone numbers, often requiring far fewer physical telecommunication circuits to satisfy the demand for concurrent usage than the ...
[1] [2] Whereas automatic call distribution (ACD) distributes inbound calls to a call centre amongst its agents, an auto dialler makes outbound calls and comes in several forms. [2] Auto diallers are responsible for providing management information to call centre operators, including how many outbound calls each agent has handled. [3]
A form of toll-free telephone service in North America was the Zenith number, published in distant cities from where a company expected or desired frequent customer calls. Published as "Zenith" and a four- or five-digit number, these collect calls required operator assistance. The subscriber of the service was charged for the call.
IBM WebSphere Optimized Local Adapters (OLA or WOLA) is a functional component of IBM's WebSphere Application Server for z/OS that provides an efficient cross-memory mechanism for calls both inbound to WAS z/OS and outbound from z/OS. Because it avoids the overhead of other communication mechanisms, it is capable of high volume exchange of ...
A SIP provider (Session Initiation Protocol) is any telecommunications company which provides SIP trunking to customers, usually businesses. Many companies provide SIP "termination" (outbound calling) and "origination" (inbound calling, usually with a plain old telephone service (POTS) phone number, called a direct inward dialing (DID).
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.
Dialed Number Identification Service (DNIS) is a service offered by telecommunications companies to corporate clients which identifies the originally dialed telephone number of an inbound call. The client may use this information for call routing to internal destinations or activation of special call handling.