In telecommunications, call management is the process of designing and implementing rules and parameters governing the routing of inbound telephone calls through a network. These rules can specify how calls are distributed according to the time and/or date of the call as well as the location of the caller (usually defined by the outbound Caller ID...
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http://en.wikipedia.org/wiki/Call_management
Process of selecting and managing the optimum mix of equipment, network services, and labor to achieve maximum productivity from a telemarketing center.
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http://www.nmoa.org/Library/index.htm
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