Call Center Speech Analytics with Historical Transcription: A Must-Have for Your Business
Every customer conversation holds invaluable insights, but only if you know how to uncover them.
If you register with an extension, this allows 5 calls to 20 calls per extension (depending upon license type).
For customers where this is fine, comes another component that isn’t great. The load balancer kills the SIP headers as it’s blind transferred to the other extensions in line. As a result, every time the Contact Center calls goes to the “Default”.
Because we aren’t using any API integration, they are forced to have to use the built in WebRTC technology for inbound Contact Center calls and Outbound.
Because of the above, it’s not ideal to register via an extension or extensions. As a result of this, I would strongly recommend registering via a Broadsoft trunk or Ribbon SBC.
Both of these scenarios have been tested and work. You will need to work with your reseller/customer to get these credentials, but this is definitely the better option of implementation.
NOTE: Once registered, we ran into an issue with outbound calls going out properly. We found out that we needed to send the P_Asserted_Identity out via our SIP messaging. There is now a feature toggle available to enable this on version
Once this is enabled you shouldn’t have any issues with making outbound calls.
The best way to route calls to skills is via the unique DID’s. As an example, I requested multiple DID’s to test this theory and set them up as so.
Every customer conversation holds invaluable insights, but only if you know how to uncover them.
Picture this: a customer calls your business, and instead of waiting through endless menus or long hold times, they’re instantly greeted by an intelligent system that understands their needs. That’s the power of AI-driven Interactive Voice Response (IVR).
Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and our Social Media Integration.
Thursday, September 12, 2024 | 11:00AM ET