CosmoCom integrates CosmoCall Universe contact center with Cisco Call Manager.CosmoCom has announced that its flagship product, CosmoCall Universe, can now be integrated with Cisco Call Manager (CCM CCM Contemporary Christian Music CCM Critical Care Medicine CCM County College of Morris (New Jersey) CCM Chama Cha Mapinduzi (political party, Tanzania) CCM CORBA Component Model ) to enhance that IP-PBX with a set of IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. and advanced contact center capabilities. Current CosmoCall Universe (CCU CCU abbr. 1. coronary care unit 2. critical care unit CCU critical care unit. CCU Critical care unit, see there ) customers can now use Cisco CCM to add IP-PBX functionality to their IP call centers, and Cisco CCM customers and distributors can now use CosmoCall Universe to build an integrated PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). and multichannel call center environment. Calls to the CosmoCom IVR or call center can be transferred to any PBX extension, and calls can be transferred from PBX extensions to CosmoCom IVR, call center queues or directly to call center agents. All such transfers set up only one RTP (1) (Rapid Transport Protocol) The protocol used in IBM's High Performance Routing (HPR) system. (2) (Realtime Transport Protocol) An IP protocol that supports real time transmission of voice and video. stream instead of the multiple streams necessary in RTP proxy integrations. The need for virtual call centers and virtual PBXs is a key driver for VoIP, and in these environments avoiding multiple RTP streams helps to optimize the cost and quality of calls across widely distributed locations. www.cosmocom.com/www.cisco.com |
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