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ContactCenterWorld - Definition
Phrase:Database Call Handling
An application, whereby the ACD works in sync with the database computer to process calls, based on information in the database. For example, 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 (e.g., where to route the call, what priority the call should be given in queue, the announcements to play, etc.).