Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs

FAQs

Specific Telephony Questions

Does Echopass support SIP-based telephony?

Yes. The Echopass solution is SIP based and provides customer 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 including customer segmentation, call queuing, call routing, reporting, and call control.

Which SIP devices does Echopass support?

The platform handles contact interaction control among SIP-enabled devices, such as gateways and end-points including phones from Polycom, Nortel, and other vendors that support SIP based standards. Echopass also supports Cisco SIP phones, though the use a proprietary communication stack that is Cisco specific.

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 that do not support a CTI link.
The SIP Server is integrated to Genesys Customer Interaction Management Platform for managing and tracking customer contacts from beginning to end.

Does Echopass service include 911 services?

For contact center agents, Echopass typically does not support E911 since it is not the base telephony system. Echopass can work with customers in a PS engagement to support E911 if required.