FrontRange IPCM—IP based soft phone software for Service Desk or Contact Center integration, effective in/out bound call management
Easy to deploy
FrontRange IPCM Server is installed on a Windows server. It is a pure software solution, which means you do not need to buy any specialized telephony hardware, such as dialogic, digium, or other proprietary boards.
It uses Voice over IP to connect to the handset, so your existing ethernet LAN can be used, eliminating the need for separate, proprietary wiring typically required for a PBX and office phones. A FrontRange voice specialist will help you evaluate your existing LAN to ensure it is ready to handle the combination of voice and data on the single LAN. VoIP phones provide an extra ethernet port, so you only need one ethernet jack to handle both your phone and PC.
FrontRange agent dashboard includes a built in soft-phone, so your phone intensive users such as customer support will not require an external phone, they can utilize the integrated soft-phone and a USB headset if desired.
Easy to connect
VoIP Broadband: If you have enough available bandwidth, you can utilize your current internet connection to make phone calls, using broadband VoIP. This is the same technology used in residences from providers like Vonage, AT&T and local cable providers.
Traditional PSTN: If you prefer to be connected directly to traditional phone lines (PSTN), this is also easily accomplished by the addition of a SIP gateway, which converts the VoIP traffic to PSTN traffic. FrontRange can work with you to choose the right connection size from a variety of partners, including Audiocodes, Mediatrix and Vegastream. Whether you need just a couple lines, multiple T1s, or a full DS-3, we can help you find the right solution for your needs.
Existing PBX: Already have an existing PBX? No problem. Even though FrontRange Voice is a complete solution, we understand you may have investments in existing technology, and our solution is designed to integrate seamlessly. Your IP PBX can continue to provide the PBX capabilities, and FrontRange Voice will extend it for call center capabilities such as IVR, call recording, and skills based routing. FrontRange has out of the box solutions for major IP PBX vendors such as Cisco and 3Com.
Remote agents are just an interent connection away. So long as you have enough bandwidth, and appropriate security controls in place, FrontRange Voice can be used by remote agents over public internet or VPN connections.
Standard Integration Approaches
FrontRange Voice is designed to work in your environment.
- RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
- RFC-2833 Telephony Signals compliance for DTMF recognition
- Supports email integration using POP3, SMTP, IMAP
- Supports NAT addressing, and STUN
- Utilizes G.729 or G.711 enconding / decoding
- CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
- 512 MB RAM
- 2GB HDD
- XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
- 100-MBit LAN card and 100-MBit switched LAN (or vLAN) with TCP/IP network participation is required
- Windows Server 2003 w/ TCP/IP configuration (domain membership is recommended, but is not required)
- Microsoft SQL Server 2000 w/Service Pack 3 or newer
- Internet Explorer® 6.0 or higher
Optional Software / Equipment
Certain applications may require additional software. Text to speech requires a Microsoft SAPI compliant TTS server, such as Nuance or Cepstral. Automated Speech Recognition requires an external speech recognition engine, such as Nuance SpeechPearl. FrontRange specialists can help you choose the right add-on components for your unique needs. Direct connections to the PSTN will require a 3rd party media gateway.
VoIP, or Voice over IP, is a way of transmitting phone calls over a local network, or the Internet. Using VoIP has several advantages over the traditional phone system, or PSTN. These include:
Because VoIP was developed after computers were commonplace, most VoIP systems are written using standard computer systems. This meant that they were able to mix phone calls and data much more easily, leading to a concept of convergence, where phone applications are able to interact with other software systems, such as using your e-mail system as both your voicemail and email inbox. If someone leaves you a voicemail, it shows as an email in your inbox, with a voice file attachment.
This also enables you to listen to your emails by calling in to your voicemail system. VoIP technology from FrontRange provides all these basic capabilities, but it also takes the next step. It integrates your voice communications with your business systems.
Gartner describes this as 3rd generation VoIP technology.
FrontRange allows you to provide both agent-assisted and self-service solutions that can both retrieve and update information in your CRM and service desk applications. This means you can allow your callers to open new cases, reset passwords, validate completed requests and many other tasks all without requiring an agent to be present, which increases your customers satisfaction because they can solve their own problems and it reduces your bottom line by freeing your agents to work on the unique problems that arise rather than the repetitive ones.
FrontRange also understands you may not be ready to replace your legacy telephone equipment, so it is designed to integrate seamlessly to extend your solutions as you migrate to complete VoIP deployments.
Call Ticomix today at 779-423-6200 to discuss Frontrange Voice solutions for your business, or click here to have someone contact you.