routing incoming calls
by wpadmin
February 12, 2023
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Routing Incoming Calls: The process of directing incoming telephone calls to the appropriate person or department within an organization. Routing incoming calls may be done manually by a receptionist or operator, or automatically using an automated call distribution (ACD) system, which uses algorithms to determine the best agent to handle each call based on factors such as call volume, agent availability, and call priority.
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