Telephony integration

Telephony integration is achieved using a ‘drop and insert’ design, where Semafone sits between the public phone network and the ACD. It precedes other ‘trunk side’ telephony components such as the call recording system.

This allows Semafone complete control over the speech path between the caller and agent, preventing the agent or call recording system from ‘hearing’ the caller’s card details.

A variety of TDM or VoIP protocols are supported, inc. E1/T1, ISDN-30, and SIP. A mixture of protocols can be run simultaneously within the Semafone architecture allowing integration into mixed vendor and hybrid VoIP & Circuit Switched call centre telephony infrastructures. Semafone is genuinely independent of the telephony system provider and will work on switches provided by all leading manufacturers, including Avaya, Cisco and Nortel.