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When an inbound call arrives in the NewVoiceMedia platform, NewVoiceMedia Vonage Contact Center, Vonage Contact Center routes the call through applets as configured in the interaction plan. Using your configuration settings, NewVoiceMedia Vonage Contact Center determines which agent or agents can handle the call and estimates when such an agent will be available. If the queued callbacks feature is enabled for your account, you can configure your interaction plan to set up a callback to the caller. |
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