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Telephony 101: Giving Voice to Your Network: Page 8 of 8

(B) If the IVR couldn't answer the customer's question, the call opts out to a queue for a human agent.

6. As soon as an agent is available, the call is transferred and the agent-to-customer portion of the call commences.

7. With an advanced CTI (computer-telephony integration) system, the call-center agent's PC receives the caller's information (from caller ID and IVR prompting), along with relevant information from the external database.