What’s New in Version 5.1
New Capability: Call Center environments are now able to configure smart call queuing and call handling.
Why It Matters: Standard hunt groups and simultaneous call distribution is not sufficient for the demands of true call center environments. Advanced methods of call distribution are required, such as Skills Based routing or Least Active. Grouping of the agents is also a key advantage allowing call centers to logically group resources together to clearly define responsibilities and expertise of the agents.
New Capability: Using the XML Application Programmers Interface resources, calls can be initiated from a website.
Why It Matters: Many sales and support teams are extending their reach out to websites to further assist customers and promote business. Using the new XML API code, website designers build into the customers’ websites abilities to instantly connect customers to the sales and support teams. This feature will enhance customer satisfaction and drive revenue.
In the next issue, we will review Call Recording and Hot Desking.
The Internet Society (ISOC) is a nonprofit organization founded in 1992 to provide leadership in Internet related standards, education, and policy. With offices in Washington, D.C., USA, and Geneva, Switzerland, it is dedicated to ensuring the open development, evolution and use of the Internet for the benefit of people throughout the world.
When ISOC’s ISDN PBX located in their Geneva office reached its maximum capacity, with only limited enhancements and extensions possible, the ISOC IT team decided to adopt a communications system that would help improve productivity and grow with the organization as they added more employees. Specifically, the company was looking to interconnect their Geneva headquarters with their Washington, D.C., office, which they had been unable to do previously with their TipTel and Panasonic systems. Additionally, ISOC required the Washington, D.C., office’s system to support DIDs which was not previously available. In an effort to manage additional remote workers, ISOC decided it was time to look beyond their outdated system and plot a clear migration towards Epygi’s Quadro line of IP PBXs.
ISOC put the new phone system procurement out for tender and evaluated systems from a number of vendors. However, it soon became apparent that Epygi’s Quadro16xi and Quadro4x were the systems which could meet ISOC’s requirements for functionality, management and ease of use. “We looked at a number of vendors, but most presented solutions that were too complex for our requirements. We were impressed by the combination of Epygi’s rich feature set along with the ease of configuration and installation and great value for our money,” said Peter Godwin, IT Director for the Internet Society.
One of Epygi’s core values is conforming to engineering standards created by organizations such as the Internet Engineering Task Force (IETF). By supporting such standards, Epygi is able to work with other manufacturers who also conform to them. “As the organizational home for the groups responsible for Internet infrastructure standards, including the Internet Engineering Task Force (IETF) and the Internet Architecture Board (IAB), the Internet Society must also be seen to be applying best practices in using the technologies and standards that we promote. Epygi’s conformance to standards such as SIP was important to us here,” added Peter Godwin.
In 2006, the Quadro16xi was first deployed in the Geneva office with no disruptions to the ISOC operation. “The Epygi Quadro was up and running in a couple of hours!” explained Godwin. “I very quickly familiarized myself with the Epygi configuration and was soon at ease managing our system. As a growing organization, we needed a system that allowed for easy configuration of new users.”
The Quadro16xi allowed ISOC a step by step migration to Voice over IP (VoIP), as they were able to continue using their analog handsets immediately following implementation. Very quickly, they moved over to their IP phones, snom 320 and snom 360. Presently, the analog lines on the Quadro16xi are used for fax machines and their remote door access system. Following a seamless installation in their headquarters, ISOC installed a Quadro4x in their Washington, D.C., office.
VoIP and Epygi were clear choices for ISOC, as the technology provided them with greater flexibility than they had before. Currently, all staff members are now reachable via a four digit internal number or their own DID number.
As well as their two main offices, ISOC has staff working from several remote offices globally, thus they needed a common telephony service that could be provided to any employee regardless of their present location. “We required a solution for the staff that travels frequently, allowing them to make and receive calls using their office phone number,” explained Godwin. In addition to the numerous features offered by the Quadros, ISOC has integrated the Counterpath eyeBeam and Bria VoIP softphones.
ISOC’s staff appreciates the ability to remain connected to their office phone system when travelling anywhere in the world. Most importantly, Peter Godwin raves about Epygi’s continuous technical support over the years. “Epygi’s technical support has been first class. Technical information and configuration examples provided on the Epygi support site have been very helpful,” concluded Godwin.
To view the full story, please visit here.
Epygi Technologies, Ltd. and VoIP pioneer babyTEL Inc. recently completed interoperability testing and certified that the Epygi’s line of Quadro IP PBXs will work seamlessly with babyTEL’s carrier-grade VoIP service.
Epygi’s SIP trunking capabilities allow the Quadro family of business communication systems to communicate natively over IP with a SIP service provider. babyTEL offers VoIP service packages at different pricing models to suite the needs of different business customers. These services were developed for today's businesses with requirements spanning traditional telephony, virtual presences, multiple locations, satellite offices, mobile work force, and tele-workers.
“Epygi strives to provide our resellers the highest quality and most complete product offering. By partnering with babyTEL, we are able to offer a complete and reliable VoIP solution not only to our resellers but our large base of SMB customers," said Mario Cuello, CEO of Epygi. “We are pleased to announce this interopability, which will allow customers to benefit from the flexibility and scalability that will help to increase their productivity while driving down communication costs."
"This announcement represents babyTEL’s continued commitment to enterprise VoIP,” said Stephen Dorsey, President and CEO of babyTEL. "We are very pleased to have the opportunity to work with a world-class organization like Epygi. Our combined solution is loaded with valuable features and benefits and we look forward to supporting Epygi dealers in offering a total telephone solution to the business community."
babyTEL's core business is enterprise and home VoIP and is now pioneering VoIP and Social Networks with its Telephone application on Facebook. babyTEL is an established company with a 15-year track record of developing innovative and successful new telecom products and services, including the first platforms for the deployment of fax over IP in large-scale networks and networked unified messaging. Customers include major carriers and Fortune 100 companies. For more information, please visit www.babytel.net.
For more information from babyTEL: