Presence
The system allows managing traditional voice and IP channels. It provides a full control of the communication process between the contact centre and the client as well as allowing processing incoming and outgoing calls made by the same agents.
Introduction
With a traditional PBX system, or private branch exchange, everything is done over live phone lines. Stations are utilized to route and reroute phone calls in order to allow a caller to reach the party they want to talk to. While this is a perfectly acceptable method of doing business, as technology grows, so do the incentives for upgrading to newer business telephone systems.
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