Expert Insights

What Is Database Call Handling?

Hand holding phone with people icons with the words database call handling

Published On: 16th Feb 2023 07:00 - Modified: 22nd Jul 2026

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.

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Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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What Is Database Call Handling?

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