CallQX is an innovative Cloud-based SIP solution that integrates within your IVR and PBX environment to transform your customer experience and in-queue caller interactions. Powered by the CallQX SIP Server, we introduce powerful functionality to your contact center operation. Regardless of your personal technology mix, implementation follows many of the same steps, with a few customer integration steps required to ensure the deployment is as seamless as possible. CallQX is constantly becoming more robust as our platform technology relationships deepen and we check off more boxes on our technology roadmap.
CallQX SIP Server
The CallQX SIP server is a fully complaint (RFC3261) SIP user agent and registrar. It accepts SIP calls delivered via specific trunks, and/or DNs from any source capable of generating invites. Once a call is delivered, the server performs authentication, then our unique hold messaging treatment is offered along with detailed reporting on actions the caller performs. The server may pull and parse header parameters to determine specific criteria to control the experience. All caller data and content (music and messaging) are sourced from the experience portal API where content is aggregated and updated. Because callers can engage with the content, we create a new data set for the business to leverage, including hold message engagement and effectiveness along with content choice. The SIP server becomes a caller touch point to the experience portal with full management for tenants including changing the music, adding messaging, and reporting. There are two modes with which this server can be operated: streaming mode and call accepter mode.
SIP Call Acceptor Mode
CallQX SIP call accepter mode is designed to provide maximum caller and business hold experience reporting and tracking. It allows the callers to control their experience, and the business to control messaging and message engagement. In this mode, the physical call path is routed to the server and specifically the Avaya Session Manager. The SIP signaling comes from the PBX or IVR to session manager, which then finds a route to CallQX. Once the signaling arrives, CallQX inspects the headers to determine how to treat the caller. You can integrate with CRMs and other data repositories to control this
routing. Everything the caller does is recorded in real time to the dashboard for business intelligence and message engagement tracking.
SIP Streaming Mode
The second type mode of operation is that of a streamer. In this case, the server will create an HTTP stream (a local stream) that can be consumed by a PBX, IVR, or a media server. The content which makes up that stream need not reside on the Internet. This allows the callers to be served without respect to the state of the Internet in outages and slow, latent connections. Due to the realities of call traffic and latency across the Internet, we store content locally on the server, which is then rendered by the local stream. When you use CallQX in this manner, the server is never in the actual call path. As such, the caller cannot control the content. However, the business can control the messaging, the volume, and other features of the dashboard.