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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