Thomas Raes

SIP diagrams

Message diagrams are a great way of visualizing SIP calls. When troubleshooting SIP issues, you can use Wireshark to automatically generate such a diagram by selecting Telephony, VOIP Calls, Flow: […]

What is a single channel? Each contact center call consists out of two channels: One from the agent to the customer One from the customer to the agent If we […]

VCC - VocalCoach Integration

What is VocalCoach? VocalCoach helps agents by providing real-time feedback: Are they talking loud enough? Are they talking too fast? Did they mention everything they had to? and lots more! […]

Protocol Buffer Messages

Protocol Buffer Messages Starting with the Brinsop release, communication between modules happens by means of Protocol Buffer messages.  Protocol Buffers is a mechanism developed by Google. The main advantages of […]