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  2. Call management - Wikipedia

    en.wikipedia.org/wiki/Call_management

    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]

  3. Call processing - Wikipedia

    en.wikipedia.org/wiki/Call_processing

    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.

  4. Computer-aided dispatch - Wikipedia

    en.wikipedia.org/wiki/Computer-aided_dispatch

    Computer aided call handling (CACH) is built on the premise that effective call handling is the foundation for an efficient dispatch response. By using structured call handling and a series of risk calculations, such systems can make objective dispatch recommendations based on information provided by the caller.

  5. Call centre - Wikipedia

    en.wikipedia.org/wiki/Call_centre

    A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.

  6. Automatic call distributor - Wikipedia

    en.wikipedia.org/wiki/Automatic_call_distributor

    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 ...

  7. Computer-aided call handling - Wikipedia

    en.wikipedia.org/wiki/Computer-aided_call_handling

    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 ...

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    mail.aol.com

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  9. Dispatch (logistics) - Wikipedia

    en.wikipedia.org/wiki/Dispatch_(logistics)

    Dispatch is a procedure for assigning employees (workers) or vehicles to customers. Industries that dispatch include taxicabs, couriers, emergency services, as well as home and commercial services such as maid services, plumbing, HVAC, pest control and electricians.