A plug-and-play device controlled by the contact centre routing engine
Plantronics has launched the new IP40, a Session Initiation Protocol (SIP) device for the contact centre. The IP40 connects agent headsets directly to the ethernet to unify contact centre software applications with all inbound and outbound call activity.
The company said that the new device is designed specifically for the heavy traffic loads and premium voice quality requirements found in contact centres. It is a plug-and-play device controlled by the contact centre routing engine. IP40 registers with the SIP proxy upon start up, and is controlled from the contact centre software application. Integrating the IP40 with contact centre applications helps improve collaboration and workflow management among agents and managers so they can provide better customer service.
According to Plantronics, IP40 features include voice path independent of the PC or Deskphone that reduces footprint on desktop, draws up to 2/3 less power than a contact centre telephone, dual ethernet ports let the PC share the IP40 network connection, device powered using standard 802.3af Power over Ethernet.
In addition IP40 compatible with Plantronics professional grade headsets provides control features such as transmit mute, receive volume adjust, and call answer/end button with a remotely configurable auto-answer option, and features presence-based automatic hold when the headset is detached using the QuickDisconnect feature.
Nick Eisner, director of contact center product management at Plantronics, said: Robust, quality audio is critical for contact centres. Customers tell us they want to simplify and drive call control to the workstation application to ensure that their quality systems capture every move an agent makes.
“The IP40 leverages the customer’s investment in VoIP and SIP, eliminating the telephone on the agent’s desk but without compromising the robustness of the voice path. It also reduces power consumption and optimizes audio quality for intelligibility; less is truly more.
The IP40 is available for purchase via Plantronics authorised resellers for a MSRP of $189.