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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Key Features:

  • Powerful and Customizable Computer Telephony Integration (CTI) for voice and data integration
  • Flexibility Automatic Call Distribution (ACD) for call routing schemes: Skill-based, Round Robin, Least Recent, Fewestcalls and Random
  • Script-based and easy configuration Interactive Voice Response (IVR)
  • Predictive and Progressive Dialer for Telemarketing or Telesurvey
  • Call Recording to record and archieve the incoming and outgoing transaction between agent and customer with searching feature based on date, time or phone number
  • Attractive Wallboard Display for customer handling information

Agent Features:

  • Call History allows agents to view the details of previous incoming and outgoing calls
  • Call Transfer allows agents transfer call to another agent, supervisor or office staff
  • Instant Messaging (IM) allows agents to chat and support one another with  managed and controlled features; This IM support multi-party conferencing
  • Remainder System will remaind agents to do a defined-job at a periodic time or at once time
  • Remote Login allows agents to login from a remote location in branch offices via Internet/VPN connection
  • Sofphone for agents to answer/make calls, transfer calls, hang up calls and perform ready/After Call Work (ACW)/Auxilliary (AUX) status
  • Web-based Pop-up Screen provides complete information about the Customer or Customer Relationship Management (CRM) application

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Supervisor Features:

  • Agent Monitoring allows supervisor to monitor agent status to know wheter agent is handling call, away from the desktop or other status specified by agent
  • Call History allows supervisor to view the details of previous incoming and outgoing calls
  • Complete Reporting and Statistic in an interactive web-based system to report the information about handled calls, not handled calls and average calls
  • Instant Messaging (IM) allows supervisor to chat and conference with agents or to support an agent who needs help
  • Interactive web-based administration for system configuration, management, maintenance and monitoring
  • Queue Management allows supervisor to configure agents group and policing when the load on an agent group increase
  • Remainder System will remaind supervisor to do a defined-job at a periodic time or at once time
  • Remote Login allows supervisor to login from a remote location in branch offices via Internet/VPN connection
  • Silent Monitoring allows supervisor to barge into an agent conversation to monitor the customer service quality
  • Sofphone allows supervisor to act as an agent; to answer/make calls, transfer calls, hang up calls and perform ready/After Call Work (ACW)/Auxilliary (AUX) status

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