What Is Database Call Handling? Related Articles What is an ACD in the Call Centre? The History of the Call Centre - Updated How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) How to Reduce Average Handling Time (AHT) © ra2 studio - Shutterstock - 1059241562 189 Filed under - Definitions, Call Handling 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 Recommended Articles What is an ACD in the Call Centre? The History of the Call Centre - Updated How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) How to Reduce Average Handling Time (AHT) Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter