• Voice over IP

    Can Open Source PBX be scaled to carrier grade?

    As we know, open source PBX (Soft Switch) has already been accepted as a stable and preferred voice switch for enterprises and business establishments. In this article, we will see if the open source PBX meant for enterprises can be scaled to carrier grade - to handle protocols like SS7 after analysing the current limitations of current open source PBX which are meant for enterprise applications. We will also have a look at Woomera protocol which enables such a scaling through a distributed voice switch model.

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  • Voice over IP

    Factors that affect VOIP Call quality

    In this article, we would take a look at the various factors that affect the call quality while transporting voice over IP Networks. We take a look at factors like the type of audiocodec used, latency, jitter and jitter buffer, packet loss, packet size, silence suppression, echo and other network parameters that affect the call quality for VOIP applications.

  • Video over IP,  Voice over IP

    What is Unified Communications?

    The communications industry, video conferencing industry, contact centre industry - all of them are so excited about UC - Unified Communications. Let us see the various components/features of Unified Communications and how they can be applied to businesses, in this article.

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  • Voice over IP

    Options for Call Detail Recording(CDR) and Call budgeting in PBX

    Cost cutting, especially those that recur every month, seems to be the priority of companies these days. One thing that the companies can look in to, is reducing the calls and the call charges associated with the company telephony infrastructure. How much of control can a company have on its outgoing calls - let's find out in this article.

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  • Voice over IP

    What an enterprise company should know about a Contact Center

    This article looks at the basic components of a contact center, defines a blended contact center, introduces an IP based blended contact center and lists down its advantages and explores the options available for all the agents to communicate with the customer other than voice - like email, web chat, PC based remote guidance etc. and how an enterprise company can take advantage of such a contact center.

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  • Voice over IP

    What is so different about an IP Fax?

    This article attempts to communicate the differences between a normal fax and an IP fax. It tells you why an IP fax server is required, what are the options of sending and receiving fax through IP and what are the advantages and disadvantages of using an IP Fax.

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  • Voice over IP

    How Skills based Routing in done in Call Centres

    This article gives an introduction to ACD - Automatic Call Distribution, explains what is Skills based Routing, the factors in the In-coming calls that affect the parameters of skills based routing, options available for call centre software to route the calls, management, advantages and dis-advantages of skills based routing in call centres.

  • Voice over IP

    Some call center functionalities that can be built into an IP PBX

    This article gives an account of the call center funtionalities that can come in-built in to an IP PBX like Incoming call rules, Call queuing, IVR(Interactive Voice Response) & MOH(Music on Hold) and Call Recording and analyses if a small call centre can function without those costly call center applications.

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