Telrex Announces CallRex Support for Cisco Unified Contact Center 7.0 Enterprise.Contact Centers Can Now Affordably Record Agents in Free Seating Call Center Environments KIRKLAND, Wash. -- Telrex, developer of VoIP call recording and monitoring software for businesses using IP PBXs (Internet Protocol Private Branch eXchange) A telephone switch that supports voice over IP (VoIP). IP PBXs convert IP phone calls into traditional circuit-switched TDM connections for the PSTN. or hosted 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). services, today announced CallRex support for Cisco Unified Contact Center 7.0 Enterprise Edition. With this integration, call centers can now trigger their CallRex recordings with Cisco Unified Contact Center Enterprise Agent ID and DNIS (Dialed Number Identification Service) A service that enables a company to identify which telephone number was dialed. A PBX often receives calls on the same port that were dialed to different 800 or 900 numbers, and the DNIS data contains the dialed number so fields. CallRex's ability to record agents based on their Agent ID enhances the value of Cisco Unified Contact Center Enterprise deployments by allowing call recording for agents in free seating contact center environments. "Telrex is committed to providing the leading call recording platform for Cisco's unified communications The real time redirection of a voice, text or e-mail message to the device closest to the intended recipient at any given time. For example, voice calls to desk phones could be routed to the user's cellphone when required. solutions," says Michael Gyger, senior product manager at Telrex. "CallRex was the first to support encryption The reversible transformation of data from the original (the plaintext) to a difficult-to-interpret format (the ciphertext) as a mechanism for protecting its confidentiality, integrity and sometimes its authenticity. Encryption uses an encryption algorithm and one or more encryption keys. in Cisco Unified CallManager 5.0 and has now expanded its customized call recording support for Cisco Unified Contact Center 7.0 Enterprise Edition. CallRex has frequently been deployed alongside Cisco Unified Contact Center, and now this custom integration will make it easier for our joint Cisco-Telrex resellers to offer advanced, affordable call recording solutions that help them close contact center deals." By recording calls "by agent" instead of "by phone," CallRex will track all of a given agent's conversations regardless of which phone they log in to the contact center with. Combined with CallRex Agent Evaluation, tracking calls associated with a specific agent allows managers to identify specific agent training needs and overall trends in their contact center. CallRex Agent Evaluation allows managers to evaluate and score phone calls made regardless of the agent's location in the contact center. These calls can then be reviewed with call center agents to ensure the appropriate training is consistently applied. CallRex records agent calls by capturing voice packets as they pass through the Cisco Unified Contact Center 7.0 Enterprise Edition on a per call basis. CallRex, Telrex's flagship product A primary product of a company, which is typically why the company was founded and/or what made it well known. For example, MS-DOS, Windows and the Microsoft Office suite have been flagship products of Microsoft. CorelDRAW is a flagship product of Corel Corporation. , enables contact centers to record VoIP calls for training purposes, dispute resolution or regulatory compliance. For more information, visit www.telrex.com/callrex_content/cisco_contact_center_recording.htm. About Telrex Telrex is a provider of VoIP call recording and monitoring solutions for businesses and contact centers using IP PBX and hosted IP PBX services. CallRex supports the leading IP-based phone systems and softswitches including Cisco, Avaya, Nortel, 3Com, Mitel, ShoreTel, NEC (NEC Corporation, Tokyo, www.nec.com, www.necus.com) An electronics conglomerate known in the U.S. for its monitors. In Japan, it had the lion's share of the PC market until the late 1990s (see PC 98). NEC was founded in Tokyo in 1899 as Nippon Electric Company, Ltd. , Siemens, BroadSoft, Sylantro, Tekelec, Vertical, Asterisk (1) See Asterisk PBX. (2) In programming, the asterisk or "star" symbol (*) means multiplication. For example, 10 * 7 means 10 multiplied by 7. The * is also a key on computer keypads for entering expressions using multiplication. , Pingtel, Fonality, TalkSwitch, and Switchvox. |
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