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Q: routing calls to international call centers ( No Answer,   0 Comments )
Question  
Subject: routing calls to international call centers
Category: Computers > Software
Asked by: ken92075-ga
List Price: $10.00
Posted: 04 Apr 2004 23:13 PDT
Expires: 04 May 2004 23:13 PDT
Question ID: 325285
When American enerprise companies use call centers in India do they
park the call in India while waiting for a connection or is the call
parked in the US and then connected when a service representative is free?

For example, an American customer calls an 800 number for GE to get
advice on his washing machine.  The call is routed through an ACD to a
group in India who know or can look up the answer. While the American
customer is waiting, is the call parked at a PBX in India waiting for
the next available service representative or is it parked on a switch
in the US within the carriers' network and then forwarded to India
when a DS0 at the agents desk is free?

Thanks,
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