Dial-by-Name Directory
The program asking you to enter the extension number of the person or department you are trying to reach. When the caller enters an extension number, the system asks the name of the caller in order to inform the called party about an incoming call, presenting the caller.
A feature allowing sending calls to queues or extensions based on set criteria. In example, a skill based routing where calls are directed to an agent or person, who has the most appropriate skill set in order to address the problem.
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