If you’re a service or sales agent and your company just purchased the latest version of
SwitchVox’s SMB IP PBX (
News -
Alert), watch out! Version 2.6 of this popular IP PBX sports more call monitoring features, including the ability to jump in on calls and record them - or let colleagues to listen in on conversations.
The company claims this new feature is particularly useful in “call center environments where agents may need coaching, or where a receptionist might need to notify users of a call holding.” Perhaps the simple truth is, its main use is to make sure each and every agent is conducting themselves in the prescribed manner.
Although the ability to monitor calls is nothing new, this is the first version of the SwitchVox SMB that let’s other parties listen in on-the-fly. Other new features include real-time call queue visibility, which allows managers to see the status of other agents in the queue and statistics, such as how long someone has been on hold – and an updated switchboard, which provides more granular control over user and supervisor permissions.
Switchvox (
News -
Alert) SMB v2.6 also offers “call recording backups,” which allows administrators to backup recorded calls and XML details with the same easy FTP procedure that’s used to back up Switchvox. It also adds more reporting capabilities, including new 3D graphs; a “dial by first name directory,” which lets users dial others by first name; and “one touch agent login,” which lets agents log in and out with a single key press to start receiving calls.
The new version also offers “complex network support,” which enables businesses with remote users to connect over multiple VPNs. This feature allows the system “to smoothly traverse even the most unusual network scenarios.” In addition, the PBX is now fully configurable “to work seamlessly with virtually any VoIP provider.”
“Many of the features that we have added come straight from customer requests on how to make the product more effective,” said Joshua Stephens, CEO of Switchvox, in a
press release. “The latest version is really focused on giving users increased visibility into how their phone system is operating and enhance the usability of the product throughout the organization, from front office assistants at small offices to call center managers.”
Switchvox - a leading provider of PBX and VoIP phone systems for small-to medium-sized businesses - is currently exhibiting its products at TMC’s
INTERNET TELEPHONY Conference & Expo, WEST, which runs October 10-13, 2006, at the San Diego Convention Center in San Diego, Calif.
Switchvox made news on TMCnet in August when it
announced that it was partnering with
VoIP Supply. The deal enables VoIP Supply to sell Switchvox SMB on its new PBXselect.com e-commerce Web site.
In another important development, the company announced just last week that it had teamed up with
NetLogic, which delivers business class VoIP and Internet services, for the deployment of next generation VoIP products and services. NetLogic - which is also exhibiting at
INTERNET TELEPHONY Conference & Expo, WEST this week - has reportedly certified that Switchvox’s SOHO and Switchvox SMB IP PBX systems work with its VoIP Choice product, and, similarly, Switchvox has certified that NetLogic’s VoIP Choice works with its Asterisk (
News -
Alert)-based systems.
“NetLogic provides and manages both data and voice together, which results in superior quality of service,” said Joshua Stephens, CEO of Switchvox, in a
press release. “By certifying NetLogic’s VoIP product with our IP PBX systems, Switchvox SOHO and Switchvox SMB, we can provide VoIP excellence to our combined customers.”
“Our certification ensures users of Switchvox IP PBX systems that they can enjoy voice-optimized, high quality connections,” said Mike Morey, president of NetLogic. “Together we can provide end to end management of the VoIP connection, thereby eliminating the jitter and garble associated with many conventional VoIP deployments.”
Switchvox SMB is built from open source software and uses open standards. The IP PBX allows companies to make calls using traditional analog lines, as well as VoIP services.
For more information, visit
www.switchvox.com.
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Patrick Barnard is Associate Editor for TMCnet and a columnist covering the telecom industry. To see more of his articles, please visit Patrick Barnard’s columnist page.
