The incoming calls from the softswitch land on the call server. Multiple servers can be used to balance loads across multiple departments or multiple locations. The call server notifies the call control and further to the inbound campaign. The call flow configuration of the inbound campaign, further decides the flow of the calls. Customized messages can be played, music can be played the call can simply follow the digital routing, or it can be connected to an agent. The agent views customer information on his screen with the help of the Session Manager and the pre-integrated CRM and database.