The system of distributing calls to agents more suitable by competence, mainly used in call service centers. The necessity for this service arose due to the big amount of incoming calls and in order to cope with them better, all calls are sorted and directed to corresponding agents.
Citel PBXgateways are installed at the central PBX location, and EXTenders are deployed at branch offices, call centers, or at home offices over managed IP connections, DSL, cable, or analog circuits