What Is Database Call Handling?

Hand holding phone with people icons with the words database call handling
Filed under - Definitions,

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,

Follow Us on LinkedIn

Recommended Articles

Average Handling Time (AHT) formula
How to Measure Average Handling Time (AHT)
Happy smiling positive woman showing looking on the speech bubble
What is an ACD in the Call Centre?
The History of the Call Centre - Updated
31 More Tips for Reducing Average Handling Time (AHT)