Database Call Handling is a CTI application whereby the ACD works in sync with the database computer to process calls, based on information in the database.
When a caller inputs digits into a voice processing system, the database retrieves information on that customer and then issues instructions to the ACD on how to handle the call. For example, where to route the call, what priority the call should be given in the queue, the announcements to play, and so on.
Author: Robyn Coppell
Published On: 16th Feb 2023
Read more about - Definitions, Call Handling
