Call management

Call management is the process of designing and implementing parameters for inbound telephone calls, which govern the routing of these calls through a network. The process is primarily used by corporations and call centres and is often supported by call logging software tools. Calls are routed according to the configuration of system features such as call queues, IVR menus, hunt groups, and recorded announcements. These features can provide a customized experience for the caller and help organize the distribution of calls. Call management parameters can specify how calls are distributed based on an agent's skill level, the time or date of the call, the caller's location, or through automatic routing processes.

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