[4] Interactive voice response is a sound recording device that allows a caller to give information to a system verbally about what services or support they require.
[7] Alternatively, call queues can be used to keep a caller on hold until one of the destination numbers becomes available.
[8] Call routing is the internal process of selecting a path for inbound telephone calls whether to individual agents or queues and often uses computer telephony integration system (CTI) to function within a network.
Automated process include translation, which is the automatic routing of inbound calls from one telephone number to another,[9] and auto attendants, which are large directories of extension numbers to provide a caller with access to their preferred destination.
It is sometimes works in conjunction with omnichannel routing, where the priority of the call, the context of the customer journey and the agent's workload in real time are all taken into account.