ImageMedia Gateway, also commonly referred to as VoIP Gateway is device which provides connection between an endpoint on VoIP packet-switched network and PSTN circuit-switched network.

The gateway translates between transmission formats and the communication protocols that are used on each side. The gateway packetizes the voice and routes it over VoIP network. In carrier class system, media gateways are provided as stand-alone devices.

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In Inbound and Outbound Call, agents can receive inbound calls as well as make outbound calls. Agents easily can login as an inbound agent or an outbound agent. Administrator or supervisor can assign agents to both inbound and outbound system using a web-based administration system. Inbound and outbound call will increase the agents productivity by minimizing agent idle time.

 

This system utilizing both ACD system to route customer calls to agents and Automatic Dialer to setup outgoing calls to customer. Using Progressive Dialer, agents have opportunity to review about contact details; while using Predictive Dialer, the speed of outgoing calls is adjusted automatically depending on factors such as agent idle time and call drop rate. In the condition inbound calls decrease, agents can switch to outbound call system. In the condition inbound calls increase, agents can switch to inbound call system. This help to increase agents productivity.

 
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