That sounds a bit vague, let me clarify. A call comes in through the channel bank. A modem answers the call on the line that they called and a menu is played to the caller. The caller selects from the options presented. At any time the caller would like to exit the system and speak to a live agent, they can press "0" or another key. At any rate, I believe most of the transfers will go to remote offices and mobile workers via cell phone.
