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Glossary:Consultation Call

A call from a local Directory Number (DN) to another local DN (for example, an Interactive Voice Response (IVR) or an agent’s DN) or a remote DN (for example, from a customer) during an inbound call, outbound call, or internal call, or during another consultation call. For example, one agent initiates a conference or transfer, and calls another agent for more information about handling the customer call. Consultation calls can be made for the purpose of transferring or adding a party to the conference, even if no actual consultation is necessary.


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This page was last modified on November 18, 2013, at 17:00.