April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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2.3 Basic CTI services 31
Chapter 2
by the user—from the basic call setup to delivering caller ID. This software
also provides user features (such as call forwarding), enhanced network services
(such as least-cost routing), and specialized call handling for call centers. Call
processing is the basis for powerful CTI applications that can make a call cen-
ter highly effective and productive.
Interfacing hardware
Modern telecom systems operate by converting analog voice signals into a
digital format known as pulse code modulation (PCM). The digital format is
far superior for clear transmission, storage, compression, and even encryp-
tion. This process is ...
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