Welcome to WMT
There's no stupid questions, there are however questions that could have been answered better by visiting a search engine
Call centre install & support, any IVR systems ? Press 1 for dept x, Press 2 for dept y
I'm currently writing integration software to manage transfer of data in / out of some call centre software (passing call data to 3rd party suppliers for engineer site vists etc...) Until recently I used to manage the database systems for some huge outsourced call centre systems.
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