Many of our modern telecom technologies and devices have a history that goes back further than most of us would imagine and were invented by persons we would never have imagined. The first automatic telephone switch was the Strowger switch. It was invented by a man named Almon Brown Strowger, and patented in 1891, who at the time was an undertaker. His motivation apparently was that his competitor’s wife was a telephone operator and he believed that she was interceptingRead
When an inContact customer needs to send a file, such as a contact that has been recorded, from an inContact script back to a server on their network, they have more than one option. They can email the file as an attachment. They can use the SENDFILE action, which uses the standard FTP protocol to send the file back to an FTP server on their network. Both Email and SENDFILE actions typically accomplish this task sending one file at a time. When there are larger volumes of files or very large files being sent, it may be more efficient to use the inContact FTP serveRead
Lets start with a little technical mumbo jumbo. Most of the energy of human speech is contained within a bandwidth range of 300-4000 Hz (cycles/second) so when the telephone network processes your voice, the first thing it does is constrain the audio it is processing to that frequency range. It is now ready to digitize your speech for transmission. The traditional codec for speech has been U-LawG.711, uRead
When I was 17, my first car was a 67 Cadillac. Sure, it floated like a cloud, but that was because the steering linkage was so loose that it was more like guiding than steering. One headlight housing was cracked, so that light was became my search light that was watching the bushes by the road as I drove by. It had lots of interior room because it had no seats. It had a powerful V8 engine, powerful that is when all eight cylinders were working. You get the picture. But at the age of 17, and my first car, it met my minimum requirements . Later, with the responsibilities of a spouse and parent, my minimuRead
I find it interesting that prior to toll free numbers, the only way to get a hold of a company for sales or customer support was via a local, LEC provided 10 digit telephone number that the caller paid the toll fee on or a customer calling collect (then called transferred-charge service). It wasn't until 1967 that toll free numbers were introduced by AT&T and at the time, only major hotel chains used them.
Since then, toll free service grew to huge proportions to the point where the industry ran out of 800 prefixes and moved on to consuming 888, 877, now working on 866 and have in reserve 855, 844, 833, 822 and several more. But enough of the history lesson. This is about Local Numbers, an alternative to Toll Free.Read
Competitive advantage in a call center is all about providing best of breed service in the most efficient way possible which, to the many that strive for this, is more difficult to achieve than one might expect. It is this difficulty that makes achieving such optimal levels a powerful advantage. Although there are many factors that contribute to this success, a call center must focus on the agent to set itself apart.Read
System Signaling 7 or SS7 is the signaling protocol that drives most of todays modern telecom network. More information can be had at the IEC. Part of the SS7 protocol is a series of release cause codes. These are called ISDN or SS7 Release Cause codes These are numeric codes that provide information about caRead