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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
86:"Volume Call Processing" is the handling of calls when there are far more incoming calls than can be answered by an individual or group of attendants.
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thereof. The automated treatment may include routing the call to an
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is initiated until the instant the call release is completed.
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or a combination of steps and real-time decisions. See also
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The end-to-end sequence of operations performed by a
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