Integrating with Nortel via SIP opens the door for leveraging existing flexibility and product support.  It allows for customers to bring converged architectures onto a single platform without sacrificing important functionality.

The integration can leverage Direct SIP, IP PBX Gateways or TIE lines to support a distributed environment or a single location with audio flowing directly between the IC Media Server and the two endpoints. Remote offices, with their local MGCP, H.323, or SIP gateways can take full use of Media Server capabilities, by keeping the audio local yet maintaining call recording. Stations are configured to allow for MWI and consistency of dialing from either the NORTEL phones or the IC client. Phone functionality, such as hold and conference, are also persevered when done either from the phone or the IC client. Inbound calls, both from another NORTEL station or the PSTN via an MGCP/H.323 gateway, are sent over and routed to the intended user. The user, if logged on to an NORTEL workstation configured in IA, will be alerted on their phone. Outbound calls (from the phone) can be configured to appear in the IC client as if it were dialed from the client itself. Products such as Interaction Dialer, that have been limited with other PBX’s, because of the lack of call analysis, can now be integrated you’re your NORTEL PBX or ACD.

Using an Interaction Intelligence Gateway for outbound dialing is now an option with agents using NORTEL phones/stations. Testing has been completed for the use of SIP stations connected directly to the IC server.

With CIC you have only one solution, with one UI and no CTI.  Simple, successful, elegant and effective…One call, one contact, all solutions.

If you have questions about a configuration customized for your needs and specific Nortel communications systems contact us for a no-obligation consultation with an ACD expert.