Making PBXs Play Well Together
To make everything work together more smoothly in the transition to Internet Protocol, IQ NetSolutions Inc. Monday is upgrading its call management software and unveiling companion desktop applications.In the midst of what many in the IT industry see as an inevitable move to IP-based telephony, many enterprises are grappling with a mishmash of technologies from different vendors. To make everything work together more smoothly in the transition to Internet Protocol, IQ NetSolutions Inc. Monday is upgrading its call management software and unveiling companion desktop applications. Integrating disparate phone technologiesfor example, a TDM-based private branch exchange with an IP-PBXis challenging enough, but integrating disparate technologies from different vendors compounds the difficulty. The latest version of IQ NetSolutions VistaPoint Integrated Call Manager and its new VistaPoint Companion Series desktop applications integrate systems from Nortel Networks Inc. and Mitel Networks Inc. OfficeScape Inc., a realty firm that manages incoming calls for about 200 companies around the country, deployed the VistaPoint system to improve the efficiency of its business. It is vital that OfficeScapes agents can resolve calls seamlessly so that they appear professional on behalf of their clients, said Steve Ames, director of engineering at OfficeScape in Indianapolis.
Ames said that the companys previous call management system was too slow. "There was a noticeable gap between when the phone would ring and when we could transfer it," he said. "The information created gaps as far as how quickly we could answer calls and how knowledgeable we looked."