The first main function of call handling is automatic logging of all incoming and outgoing calls, including the call time and the telephone number of the caller. Calls are then automatically or manually assigned to specific categories. They are first categorised as incoming, outgoing or unanswered calls. In the next step, the various calls are arranged as per department or project and allocated to specific persons. If required, call handling can completely exclude private calls from further processing. Employees can record the information regarding the conversations directly in call handling either during or after the call. This information could include, e.g., notes, summary of the conversation, attached documents or automatic reminders for tasks to be performed. If call handling has access to the contact and customer management system of the company, it links the call handling information directly to the customer contacts either automatically via the telephone number of the caller or by manual allocation.
Other functions of call handling include direct dialling of a telephone number by mouse click, allocation of calls to particular projects, automatic generation of tickets or orders, or billing and imputed inclusion of the working hours spent in calling.