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Routing Voice Calls

A customer sees an ad for a product and dials the toll-free number associated with the ad. The customer call is routed into a call queue. The call is forwarded to Siebel Universal Queuing for routing to the most qualified available agent. Siebel Universal Queuing uses the toll-free number or other selection made by the customer to determine the routing rule to use.


 Siebel Universal Queuing Administration Guide
 Published: 18 April 2003