SIP Trunking Featured Article

May 05, 2014

Toshiba IPedge Optimizes Contact Center Capacity and Communications for Williams Furnace

By Shamila Janakiraman
SIP Trunking Report Contributor

Toshiba’s IPedge IP business telephone system has helped Williams Furnace Company enhance its customer service. The reliable, feature-rich, and affordable telephony solution has enabled a robust unified communications solution that has helped the client integrate their computers and telephones to augment communications capabilities both internally and externally.

The IPedge solution has deployed a mobility application which helps in routing office calls to users’ mobile phones to ensure that important calls are attended to immediately. Also the unified messaging features will enable users to receive voice messages in their E-mail inboxes. The direct inward dialing (DID) feature helps callers to dial directly to an extension thereby avoiding delays in going through the switchboard.

To ensure that the phone system is always working, an uninterrupted power supply (UPS) system was installed that serves as a power backup system in case of power outages. Toshiba also provided durable, easy-to-use IP telephones along with wireless headsets. The professional IP telephones come with JABRA wireless headsets and Polycom wireless conference telephones.

Also Toshiba’s contact center solution featuring the call manager UC and TASKE applications have helped Williams Furnace’s five contact center supervisors and 15 agents to manage the huge volume of calls received. By using IPedge, customers can improve customer service delivered by contact centers.

William Furnace was able to integrate PCs and phones using the call manager UC solution making the combination a powerful communication tool that has advanced call handling features and database integration capabilities.

Other components of the Toshiba IPedge business telephone system deployed in multiple buildings on the 16-acre Williams Furnace campus include mobility solutions like Toshiba’s Find-Me Follow-Me to route office calls to users’ mobile phones.

The Enterprise Manager feature for remote system administration enables additions, changes and programming of telephones. This also provides the flexibility to add systems or users at remote locations besides eliminating the need for expensive maintenance and repairs. 

Edited by Maurice Nagle
Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner

Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.

Featured Case Studies

Case Study - Haiti
With this solution our doctors were able to reach anywhere in the world quickly and easily, to get consults from colleagues, facilitate treatment, order supplies 'on the fly' and also help victims report back to families. The solution from Business Mobility Systems and Ingate worked immediately.

Case Study - Turkish Petroleum
"With one Ingate at the customer headquarters, all of their remote workers can enjoy the benefits of Turkish Petroleum's IP-PBX from anywhere in the world.

Case Study - GCM
"The Ingate solution overcomes the NAT traversal hurdle and makes it possible to connect customers to our VoIP service, without the need of costly leased lines or support intensive VPN tunnels.

Case Study - Kool Smiles
"Ingate's solutions provide the advanced level of security necessary for this medical environment and the tools to make the interface to the service provider hassle-free."

Case Study - NMSAS
"This solution really saved the day for us," said Paul Mercier, IT Administrator, NMSAS. "We needed to leverage SIP trunks to reduce costs, and they had to work with our existing Microsoft OCS investment."

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.