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A Java program wishing to initiate an OLA call outbound may be implemented as either a servlet or EJB. The Java program codes to the supplied JCA resource adapter (ola.rar) using the class files supplied in the development tooling support. External address spaces that are the target of the outbound call must be in a state ready to accept the call.
The ability to use XML-driven applications allows a web server to act as the application server, freeing the IVR developer to focus on the call flow. IVR speech recognition interactions (call flows) are designed using 3 approaches to prompt for and recognize user input: directed, open-ended, and mixed dialogue. [10] [11] [12]
Auto diallers are responsible for providing management information to call centre operators, including how many outbound calls each agent has handled. [3] In more sophisticated computer telephony systems, a single system handles both ACD of inbound calls and dialling of outbound calls, allowing agents to be switched between the two as traffic ...
Call flow for the mobile terminated Short Message Service. The figure to the right depicts a call flow for mobile-terminated Short Message delivery. [1] For the sake of simplicity, some of the interactions between the VMSC and VLR, and VMSC and Handset, have been omitted, and only the case when SMS home routing is not in use is shown.
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. The automated treatment may include routing the call to an Interactive Voice Response System (IVR) , sending the call to a voice mail system , queuing the call ...
Adding the mobile lines in the existing telephone system (GoIP provides a GSM network between telephone systems and IP PBX, and ensures a fast connection to PSTN where usual telephone lines are unavailable) Organization of outbound call-centers Call transfer from GSM into SIP and backward (inbound and outbound calls between GSM and VoIP)
Spoilers ahead! We've warned you. We mean it. Read no further until you really want some clues or you've completely given up and want the answers ASAP. Get ready for all of today's NYT ...
Fraud prevention is a specialized type of agent-assisted automation focused on reducing ID theft and credit card fraud.ID theft and credit card fraud are huge threats for call centers and their customers [1] and few good solutions exist, but new agent-assisted automation solutions are producing promising results.