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This invention provides a water utility call system, comprising: an extension unit connected to the system via a session boundary controller; a session boundary controller for receiving external call requests from customers via the extension unit, forwarding them to a voice processing module, and simultaneously recording corresponding call target information; and a voice processing module with a built-in call control module for: upon receiving a forwarded call request from a customer, calling a historical call record storage database containing a mapping relationship between call target information and target staff identification; determining the target staff identification recorded in the historical call record storage database based on the call target information; and notifying the session boundary controller to initiate a call request to the target staff through the corresponding extension unit.