Avaya Implements SIP Across VOIP Products
<<<... Communications Manager 5.0 also supports SIP alternate routing, which enables SIP traffic to be redirected onto another trunk if the primary trunk goes down.
Beyond Communications Manager 5.0, Avaya also SIP-enabled three models of its Avaya one-X VOIP deskphones through a new firmware upgrade. That gives users access to presence-enabled functions in directories, so that users can see the availability of colleagues within a phone’s directory.
In addition, Avaya added SIP support to its Avaya Video Telephony Solution videoconferencing system.
Avaya claimed that it is making SIP practical in the contact center by providing end-to-end SIP support through a new purpose-built SIP phone for contact center applications and by upgrading to the Avaya Call Center software with new end-to-end SIP support.
The new Avaya Agent Deskphone 16cc eliminates the requirement for CTI middleware, “so when a call gets to the agent, they already see information about the customer calling in,” said Colleen Agurirre, the company's director of product management. “The carrier used ISDN in the past to deliver that additional information. SIP didn’t have standards for that. Avaya has been working with carriers to establish the standard [for SIP],” she said. “It’s nice Avaya has Call Center 5.0 that’s end-to-end SIP. But for the most part you are still seeing blended environments at best,” said Ian Jacobs, senior analyst with Frost & Sullivan. “The hard phone in particular though helps for a sort of new model for contact centers—distributed contact centers with remote agents. You just need to send them the phone, in theory plug it in, and the apps are pushed to them.”
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