The shift from PBX to IP-PBX by many businesses is signaling a change in how organizations communicate. By combining voice and data services together, companies are able to access new services and take their work in different directions. TechTarget contributor Antone Gonsalves believes that those who make the move, and to cloud-based unified communications in general, are on the head of this advancement.
"Enterprises in the forefront of moving to cloud-based UC are often those whose business models depend on advanced communications capabilities," he said. "These often include financial institutions and companies with call centers."
One of the ways to maximize productivity, namely in contact centers, is using SIP trunking to enhance caller ID services. Not only will this keep numbers and customer information organized, but it can keep law-abiding companies off of the FCC's radar.
Using SIP for caller ID
SIP can be used to facilitate caller ID in many different ways, such as making automatic number identifications and procuring caller identification information, the charge number or even just the origin of the call. Implementation of SIP services must be handled properly, however – the FCC has strict regulations when it comes to caller ID, and transmitting inaccurate data via this method can result in negative consequences.
To combat some of those issues, it is important to understand what numbers are being used and if they abide by FCC standards. Configurable Calling Line ID can give organizations flexibility when it comes to display numbers, but it is essential for call centers to make sure their provider has an accurate, compliant charge number through which all calls are routed. This is important for both fraud and billing purposes, and helps to ensure compliance.
No Jitter contributor Mervat Olds wrote that understanding the FCC's rules is vital.
"For businesses moving to a centralized SIP environment, it's important you understand how the FCC defines Caller ID, and how it defines Caller ID fraud, so you can ensure you're within the law," Olds wrote.
Sangoma's analog, digital and BRI gateway products support a wide range of line codes and protocols, allowing enterprises of all sizes and with all types of telephony equipment to improve communication by implementing reliable, affordable SIP trunking. With enterprise communications rapidly shifting to IP-PBX solutions, businesses can rely on Sangoma Telephony Interface Boards to ensure best-in-class voice quality for appliance-based and software-based solutions of all sizes and levels of complexity.