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VoIP Switch - ITP VoIP Adds Call Recording Support to its VoIP Broadband Phone Service

September 07, 2011


Digital phone provider ITP VoIP has announced the addition of several complimentary features for customers, including call recording support, to its VoIP broadband phone service.

According to company sources, this hosted PBX (News - Alert) technology allows call centers to enjoy the facility to record and play back calls for identifying common customer issues and hence improve services cost effectively. This enables customer service managers to meet the demands of quality expectations of customers and the businesses they are representing.

The call recording feature offered by ITP VoIP hosted PBX helps call center managers to identify customer issues from common questions and then solve them by placing additional information on the company website or via existing instructional materials.

As frequently asked questions are answered by means other than the phone, call center managers can reduce overall call volume thereby enabling managers and staff to focus on priority calls, explained company officials in a release.

VoIP business call recording also addresses problems encompassing work flow issues, including the ability for managers to see how well call agents interact with one another. It helps managers to detect if agents are not responding properly to customers making them repeat information to multiple employees. Call recording from the hosted PBX provider helps in evaluating employees’ responses to important customer queries and lets managers take action where necessary.

Officials added that VoIP call recording provides call agents with a unified view of customers so that all customers get the same quality customer service regardless of which agent attends their calls.

Besides VoIP phone call recording, ITP VoIP also offers other services for businesses such as a toll-free number so customers can contact the call center for free, a fax line or virtual fax line for simple document sharing, and softphone support that lets agents make calls from their computers.

All these additional Internet phone services will be made available on any plan at a low monthly rate. Also, the services can be enabled or disabled through ITP VoIP’s online interface, confirmed officials.

ITP VoIP also announced that it is helping satellite Internet users switch to residential Voice over Internet Protocol (VoIP) services.

In related news, Patton (News - Alert) recently announced a new Ethernet extender product for bandwidth-intensive applications. The CopperLink Model 2174 Ethernet Extender is the company's fastest CopperLink product, offering symmetrical lines greater than 100 Mbps over single twisted-pair, Cat 5e/6/7 or coaxial cable.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by John Lahtinen

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Intro to Basic System Features

Accounts Overview
An account is a logical entity usually representing some logical or physical end point in the VoIP network.

Customers are logical entities in the system for which invoices will be generated. They may be termination partners, resellers of a service, or a virtual .

Tariffs and Rates
Tariff is logical entity in the system, which represents rules for rating and billing calls made by Account or Customer to which this Tariff has been assigned.

Balance and Credit Limit
In addition to Tariff, each Customer or Account, except Root Customer, has those two basic rating/billing parameters associated with it – Balance and Credit Limit.

Intro to Advanced System Features

On-Net Routing
On-Net Routing is the feature that allows placing calls from one account in the system to another account in the system.

Ability to Charging On-Net (Account-to-Account) Calls
In some cases it might be necessary to charge either caller or callee or both for the on-net call based on per-minute rate.

Automatic Database Backup
The Softswitch includes the system which allows performing automatic backup of the database periodically.

Ability to Get exchange rate using external script
Exchange rates can be set using external custom script.

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