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FAQs
<<Back to FAQsTelephony, SIP and E-911
Does Echopass support SIP based telephony?
Yes. The Echopass solution is SIP based and provides client interaction control for SIP enabled infrastructure. The Echopass SIP enabled contact center provides agent state tracking and monitoring, and delivers a complete set of interaction management functions needed in a contact center. These functions include client segmentation, call queuing, call routing, reporting and call control.
Does Echopass support IP and SIP?
Yes. The Echopass contact center technology was developed with a comprehensive IP services integration and delivery architecture to support inbound/outbound voice over TDM, IP/SIP, or hybrid. Over 70% of our existing clients are served via 100% SIP delivery solutions.
What about services other than voice?
In addition to voice calls, Echopass’ comprehensive IP services integration and delivery architecture also supports eServices interactions such as chat, SMS text, social media, email, work items and service request functions.
Which SIP end point devices does Echopass support?
The platform handles contact interaction control among SIP enabled devices such as gateways and endpoints including phones from Polycom, Nortel, Cisco and other vendors that support SIP based standards.
How does Echopass deploy SIP in its architecture?
Echopass uses Genesys SIP Server to integrate its contact center platform to third party call processing systems and SIP enabled soft-switches. The SIP Server is integrated to the Genesys Customer Interaction Management Platform for managing and tracking client contacts from beginning to end.
Does Echopass service include 911 services?
Emergency 911 services can be provided as a separate service offering from Echopass.
