OAISYS recently integrated its Talkumentand Tracer call recording solutions with the IPedge IP business telephone system of Toshiba (News - Alert). The integration will allow users of IPledge to benefit from a reduction in costs when using SIP trunking, as well as real-time call recording control and optimized call retrieval and management.
Toshiba's IPledge IP business telephone system has been developed by Toshiba America Information Systems, Inc.’s Telecommunication Systems Division.
OAISYS (News - Alert) is one of the premier providers of call recording and contact center management solutions.
“As a long-time Toshiba partner, we value the collaborative relationship we have developed and our shared abilities to optimize solution functionality and affordability for our mutual customers,” said Brian Spencer (News - Alert), president of OAISYS. “By Toshiba enhancing the level of call data relayed by the IPedge platform when utilizing SIP trunks, and OAISYS in turn modifying its software to capitalize on those changes, we are exceptionally well-equipped to deliver the unique combination of advanced call recording functionality and resource efficiency businesses require.”
The newly integrated solution has been based on Toshiba's Computer Telephony Integration (CTI) enhancements, which support the exchange of expanded information between third-party applications and the IPedge systems via SIP trunking services.
The OAISYS R&D team and Toshiba’s product management team collaborated over incorporating these enhancements to ensure optimized call data capture capabilities for the recording solutions.
The integration also addressed the challenge of gathering critical call identifiers during the recording of IP calls over SIP trunks. This has been a particularly debilitating limitation, as a majority of PBX and call recording vendors are still in the process of developing integration solutions.
Call detail data collected by the OAISYS software includes the agent ID, extension, the dialled number and incoming caller ID, as well as call direction and duration. Using this information, users can easily tag (News - Alert) and identify specific calls, trigger call recording or control access rights and optimize the search criteria.
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Edited by Braden Becker