Telephony
Softdial Contact Center™ (SCC) contains a collection of software components that drives either
- VoIP and host based media processing software, or
- TDM trunk devices and hardware DSP modules on industry-standard telephony cards
Known as Softdial Telephony Gateway™ (STG), its primary responsibilities are:
- to manage interfaces to PSTN, PBX, VOIP or other telephony networks
- to implement all inbound and outbound call routing as directed by Softdial CallGem™
- to implement all call control features such as call hold, mute, transfer, conference etc
- to implement call recording and playback as directed by Softdial CallGem™ / Softdial Recording Monitor™
- to report real time information on dialing resources and call status e.g. line connected / disconnected
Sytel and our partner companies supply STG worldwide as a software only solution using our host media processing platform. Sytel no longer directly supplies card based telephony servers however we work with partners and end users to source 3rd party hardware based telephony solutions where this is required.
For information on low cost gateway solutions which can be combined with host based media processing to provide a full featured CTI solution, see VoIP to TDM Options.
Softdial CallGem™ includes a Gateway Cluster Controller for managing multiple STG instances as a single telephony resource - see Clustering Configuration. This allows configuration of an N+1-based redundancy scheme to satisfy High Availability (HA) requirements.
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