Introduction

Active Call Center is software that answers and processes incoming or outbound telephone calls. Here's a summary of how Active Call Center handles inbound calls:

• The phone rings.
• Active Call Center answers with an initial greeting and question.
• The caller responds to the question by speaking or touch tones.
• Active Call Center performs some actions based on the caller's response.
• Active Call Center responds with feedback.
• Active Call Center may ask another question, in which case the cycle would repeat with the caller responding and the Active Call Center performing actions and giving feedback.
• The call ends when Active Call Center does not have any more questions or the caller hangs up.

Outbound call operation is very similar, except for the following differences:

• Active Call Center dials a number instead of waiting for an incoming call.
• Outbound calls can be performed in large batches, one after another.