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\pgndec\pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033\qc{\rtlch \ltrch\loch
Chamada Entrante}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\rtlch \ltrch
 }{\b\ab\rtlch \ltrch
 }{\b\ab\rtlch \ltrch\loch
Defini\u231\'e7\u227\'e3o}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\rtlch \ltrch
 }{\rtlch \ltrch\loch
\tab }
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\rtlch \ltrch\loch
\tab Chamada recebida da p\u250\'fablica fixo ou m\u243\'f3vel, local, interurbana ou internacional,}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\rtlch \ltrch
         }
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\b\ab\rtlch \ltrch
  }{\b\ab\rtlch \ltrch\loch
Tipo de Atendimento }{\rtlch \ltrch\loch
   }
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\rtlch \ltrch
  }
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\ul\ulc0\b\ab\rtlch \ltrch\loch
Eletr\u244\'f4nico}{\rtlch \ltrch\loch
 }
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\rtlch \ltrch\loch
\tab Consideramos atendimento eletr\u244\'f4nico aquele que objetiva resolver o problama do usu\u225\'e1rio sem a necessidade de intera\u231\'e7\u227\'e3o humana e ocorre em uma das situa\u231\'e7\u245\'f5es abaixo:}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\b\ab\rtlch \ltrch\loch
\tab URA}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\b\ab\rtlch \ltrch\loch
\tab  }{\rtlch \ltrch\loch
 \tab Sistema interativo, capaz de emitir a segunda via de uma fatura por exemplo;}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\b\ab\rtlch \ltrch\loch
\tab Voice Mail   }
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\b0\ab0\rtlch \ltrch\loch
\tab \tab Sistema que armazena e gerencia mensagens de voz gravadas;}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\b\ab\rtlch \ltrch\loch
\tab An\u250\'fancio }
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\b0\ab0\rtlch \ltrch\loch
\tab \tab Sistema normalmente utilizado para informar o usu\u225\'e1rio, como por exemplo nos feri\u225\'e1dos.}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\rtlch \ltrch
                              }
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\ul\ulc0\b\ab\rtlch \ltrch\loch
DAC ou Fila}{\ul\ulc0\rtlch \ltrch\loch
 }
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\rtlch \ltrch\loch
\tab A chamada passa por um sistema de gerenciamento que organiza as chamadas em fila para posterior atendimento humano, esta  pode ser atendida imediatamente, ap\u243\'f3s espera ou ainda abandonada.}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033\rtlch \ltrch\loch

\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\ul\ulc0\b\ab\rtlch \ltrch\loch
Ramal}
\par \pard\plain \s0\nowidctlpar{\*\hyphen2\hyphlead2\hyphtrail2\hyphmax0}\aspalpha\ltrpar\cf0\kerning1\dbch\af6\langfe2052\dbch\af7\afs24\alang1081\loch\f3\fs24\lang1033{\rtlch \ltrch\loch
\tab  A chamada \u233\'e9 direcionada para uma ramal interno para atendimento humano.}
\par }