Vertical Intros TeleVantage 7.5

By Johanne Torres

TMCnet Contributing Editor

 

IP-based phone systems provider Vertical Communications on Monday introduced Vertical TeleVantage 7.5, its newest release of the company's IP-PBX and contact center system.

 

Software-based TeleVantage integrates IP-PBX with a suite of voice applications, including unified messaging, personalized call-handling rules, call recording and a contact center. The new version features automatic remote login for mobile users, last agent routing for call centers, and expanded multi-site capabilities via PSTN and SIP. TeleVantage 7.5 also includes expanded support for IP phones and services, enhanced Session Initiation Protocol (News - Alert) (SIP) VoIP functionality, and integration with ViewPoint, the company's graphical user interface.

 

"Vertical is dedicated to helping customers adopt and deploy the latest technology while simultaneously protecting their investment in existing infrastructure," said Vertical Communications' (News - Alert) chairman and CEO Bill Tauscher in a statement. "TeleVantage continues to add features that provide more value to the customer. By dramatically improving productivity, and enhancing customer service while lowering costs, we are enabling our customers to optimize their own customer relationships."

 

The TeleVantage 7.5 "Automatic remote login via caller ID" feature will allow administrators to identify one or more users' "my numbers" as "auto authenticated," which will automatically treat those calls as logged into the internal phone system without entering an extension or password. The remote workers consequently have access to all the capabilities they have in the office, including voicemail transfer, outbound calls via the PBX, call conferencing and more, as if they were using their office phone. Additionally, toll calls are directly linked to the office, rather than the workers' individual cell phones.

 

The new version also offers Last Agent Routing for call center queues, so that callbacks by the same caller can be routed straight to the agent who handled the previous call. This feature eliminates the frustrating need for the customer having to repeat their issue to multiple agents. This is due to the Last Agent Routing feature which when is turned on for a queue, any call that comes in with the same Caller ID as a previous call is automatically routed to the agent who previously handled it and understands the caller's history. If that agent is unavailable (on another call, in DND, not taking queue calls, etc.), the call waits a specified duration, then is routed according to the queue's normal distribution algorithm.

 

TeleVantage 7.5 is currently available through the company's network of value-added resellers and systems integrators.

 

Today's news follows Vertical's announcement about it certifying the Quintum SIP Tenor VoIP MultiPath switches and gateways for use with Vertical TeleVantage. The move will allow the TeleVantage and the Quintum (News - Alert) switches and gateways to provide customers with dual communications features and functions, combined with the call routing and processing capabilities of TeleVantage. With the Vertical/Quintum combo, customers will also be able to connect to Public Switched Telephone Networks (PSTN) without having to immediately upgrade to an all-IP environment.

 

Vertical Communications, Inc.

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Johanne Torres is contributing editor for TMCnet and Internet Telephony magazine. To see more articles by Johanne Torres, please visit Johanne's columnist page.