Amtelco Intelligent Soft Agent System with Asterisk and ACD Connectivity: Amtelco released the Intelligent Soft Agent for installation in the call center market. The Soft Agent application is specifically designed for use with Voice over Internet Protocol (VoIP) based telephone switching systems, integrating with Session Initiation Protocol (SIP) enabled PBX equipment from Asterisk, Avaya, Cisco, Mitel, NEC, Nortel, and Siemens, as well as Amtelco’s Infinity ACD system. SIP-VoIP technology provides call centers with the ability to establish low-cost, efficient, direct connections to their clients’ PBXs and ACD systems.
Amtelco Increases Infinity Conferencing Seats to 64: Expanded voice conferencing is available with the Infinity Conference Bridge module. Conferences are created with or without operator assistance; operators or the conference moderator can initiate audio recording, with the resulting WAV file emailed to them. Moderators can manage and view their conference via a Web interface. Conferences can be secured with a moderator password. Multiple conference bridge IDs can be pre-defined, allowing each staff member to have his or her own conference bridge. This is available in Infinity v5.51.
Amtelco Adds Auto-Connect Option to Soft Agent: Amtelco has added a configurable auto-connect option to its Intelligent Soft Agent operator application. The auto-connect option enables incoming calls to be answered immediately as they ring into an agent workstation, eliminating the need for them to manually connect to calls. Auto-connect calls are preceded by a discreet audible tone as they are connected, alerting operators that new calls have arrived. The feature saves time and eliminates missed or delayed calls when agents are not looking at their workstation.
For more information, call 800-356-9148 or 608-838-4194.