Customer Service in Telecom Sector

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    http://en.wikipedia.org/wiki/Smoke_signalhttp://en.wikipedia.org/wiki/Drum_(communication)http://en.wikipedia.org/wiki/Drum_(communication)http://en.wikipedia.org/wiki/Africahttp://en.wikipedia.org/wiki/Africahttp://en.wikipedia.org/wiki/Americashttp://en.wikipedia.org/wiki/Asiahttp://en.wikipedia.org/wiki/Semaphore_linehttp://en.wikipedia.org/wiki/Semaphore_linehttp://en.wikipedia.org/wiki/Europehttp://en.wikipedia.org/wiki/Telecommunicationhttp://en.wikipedia.org/wiki/History_of_communicationhttp://en.wikipedia.org/wiki/Drum_(communication)http://en.wikipedia.org/wiki/Africahttp://en.wikipedia.org/wiki/Americashttp://en.wikipedia.org/wiki/Asiahttp://en.wikipedia.org/wiki/Semaphore_linehttp://en.wikipedia.org/wiki/Europehttp://en.wikipedia.org/wiki/Telecommunicationhttp://en.wikipedia.org/wiki/History_of_communicationhttp://en.wikipedia.org/wiki/Smoke_signal
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