Macfarlane Telesystems Limited
Improving lines of communication
[ Voice over Internet Protocol (VoIP) or IP Telephony ]
The Internet is shaping the future of business. It is creating new ways for organisations to connect people with the information they need, changing the ways those people stay in touch using messaging technologies - and making them more productive.
Voice over IP (VoIP) technology is enabling an exciting new world of integrated contact centre services where organisations can:
  • Reduce the cost of calling


  • Simplify network administration by switching to converged voice and data networks


  • Enable employees to make and receive calls - as well as listen to messages - from their computer desktops


  • Use presence and instant messaging to ensure always-on, instant communications


  • Enable employees to speak with customer service advisors while sharing web pages
The Macfarlane CallPlus system fully supports hybrid PSTN/ VoIP working. CallPlus interfaces directly to telecoms switches using DPNSS or QSIG signaling, and to VoIP infrastructures via gateways supplied by VoIP switch manufacturers. Whether CallPlus is interfacing to a telephony switch or to a VoIP environment, it operates in exactly the same way. It will route and switch calls to agents regardless of whether they are directly attached to the CallPlus unit, attached as extensions to an existing switch, or situated remotely and accessible on the Public Network (PSTN).

Calls arriving from the Public Network (PSTN) into a VoIP environment will be routed via PSTN/IP gateways to CallPlus using DPNSS or QSIG. CallPlus then manages that call (i.e. by applying intelligent routing, queuing, IVR, recording, MIS, CRM integration etc.) before sending the call back to the VoIP system for onward routing to an agent.

Given the proprietary nature of many VoIP systems today, Macfarlane believes that this methodology is more advantageous than using direct links to different vendors' Gatekeeper technology.

An interoperability document for the testing of CallPlus, produced by Cisco is on their website. Click here for a copy


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