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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  • Call Handling: provides information the number of calls handled by an agent

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  • Login Time: provides information when an agent start login or how many times an agent login to Agent Desktop in an hour, a day, a month or a year
  • Ready Time: provides information the number of ready time of an agent
  • Waiting Time: provides information the average time for an agent could handle the next call
  • Occupation Time: provides information the total occupation time for a trunk channel

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  • Contact Ratio: provides information the precentage of calls handled by agents compared to the number of calls enter to the queue
  • IVR Time: provides information the average time a call is in IVR menu
  • Offered Call: provides information the total call are in queue

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  • Abandoned Call: provides information the total call not handled by agents
  • Answered Call: provides information the total time of call handled by agents
 
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