UC in the Call Center

Unified communications is normally associated with individual users. We forget that for quite a few years now - even before the recent mania of UC - efforts have been underway to make any given organization’s contact center capable of reaching out to any employee for a consultation if necessary. Indeed, this involves presence (is the person avaialable?) and must increasingly take into account employee mobility, various modes of commuication, and integration with business processes. Sounds a lot like UC? It is.

 

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The Good, the Bad and the Locatable

Why Wireless Carterfone is Needed The Carterfone ruling (www.tmcnet.com/2426.1) is what allowed the AT&T network to be opened up to competition. Ironically, it was the result of AT&T attempting to stop a company from adding a device to its network via an acoustic - not an electrical - connection.

 

The 1968 Federal Communications Commission allowed the Carterfone and other devices to be connected directly to the AT&T network, as long as they did not cause damage to the system. This famous ruling (13 F.C.C.2d 420) crea...

 

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