Call Center On Demand Featured Articles

Indosoft Includes Polycom and Linksys IP Phones, Expands SIP Phones' Auto-Provisioning Capability

January 03, 2013

By Anshu Shrivastava,
TMCnet Contributor

Indosoft (News - Alert) has expanded its auto-provisioning capability of session initiation protocol (SIP) phones with the inclusion of Polycom and Linksys (Cisco) IP phones.

James Terhune (News - Alert), chief technology officer at Indosoft, said auto-provisioning with phone registration management is a must for a large call center setup. He added that the company is constantly expanding SIP auto-provisioning within its call center software to include more phone manufacturers.

This technology will provide Q-Suite-based contact centers a wider choice of IP phones, he said, adding that while working as an ACD agent in on-hook mode, supervisors and remote at-home agents can now take advantage of multi-channel phones with advanced features.

The use of Q-Suite’s auto-provisioning makes phone registration and management easy, benefitting large and distributed contact center deployments using a variety of hard and soft IP phones. Company officials said that home and remote agents now have a greater choice in selecting a preferred SIP phone.

Multi-channel software Q-Suite 5.7 enables the set up of medium and large contact center operations using Asterisk (News - Alert) as the telephony platform. Moreover, it offers out-of-the-box, skills based routing, full-feature queue setup, over-flow management and advanced call routing. Company officials said that it comes with an elegant and powerful GUI tool for building IVR, call-flows and Dialplans.

Additionally, contact center ACD agents within Q-Suite can work with either on-hook or off-hook phone designations. Company officials said that Home agents, remote agents and supervisors might prefer to work in on-hook mode, where the phone will ring for every call, said company officials.

However, it is seen that high volume contact center operations prefer off-hook mode for regular agent phones. This is because the phone stays connected to the phone system controlled by the call center ACD and receives every call with a beep preceding its arrival. Company officials said that this reduces the average caller wait-time in queues by minimizing the time taken for handing calls over to the agents.

Indosoft is a developer of Q-Suite, a multi-tenant call center ACD and Dialer software suite for Asterisk. The company has been providing turn-key contact center solutions to medium and large call centers around the world for over ten years.

Earlier last year in July, the company integrated call recording functionality from Orecx (News - Alert) into Q-Suite 5.7 to offer reliable network voice recording option for its call center software.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Rich Steeves