Cold Transfer
when a consumer calls a tracking number and reaches an agent at a call center who qualifies the caller on behalf of the advertiser; when the caller is connected to the advertiser, there is no introduction between the two call …
Directory Assistance Calls
when a customer calls directory assistance (411) and is connected to an advertiser based on their request…
Carrier / Intercept Calls
when a customer calls a business number that is no longer in service, they have the option to be connected to a business related to the one they were trying to reach…
Inbound Call
when a consumer calls a business; the call is coming into the business…
Outbound Call
when a business or third party calls or sends an SMS to a consumer; the call is going out of the business…
Warm Transfer
when a call center qualifies a caller and, when the caller is connected to the advertiser, the call agent stays on the line to introduce a caller to the advertiser’s agent; the call can be inbound or an outbound dial…
