CC Solution Partners

Interactive Intelligence Contact Center


AudioCodes has been partnering and collaborating with Interactive Intelligence for over a decade, demonstrating continuous commitment to enabling advanced network connectivity solutions for Interactive Intelligence Customer Interaction Center (CIC). AudioCodes MediaPack and Mediant Media Gateways are tightly integrated with Interactive Intelligence CIC, providing comprehensive Contact Center and Enterprise IP Telephony solutions.

AudioCodes’ Enterprise Session Border Controllers (E-SBC) and Media Gateways have been selected by Interactive Intelligence as their recommended and validated devices for integration with their contact center and IP Telephony solutions. These products are listed on the Interactive Intelligence Testlab website, along with their relevant documentation:

Additional AudioCodes products have been tested by AudioCodes to be fully interoperable with Interactive Intelligence solutions.

AudioCodes’ modular hybrid Mediant platforms offer a unique architecture design that support PSTN, SIP trunks, remote agents and legacy PABX in a single box.

  • No Risk Migration from TDM to IP and future proofing the solution
  • Tested interoperability with dozens of third party devices to allow a cost effective upgrade path
  • Differentiated features and functionality can help position InIn as the superior solution
  • Broad interoperability list with TDM PBX and IP-PBX vendors for an easy connection between CIC and any PBX system
  • PSTN survivability for SIP, analog and fax endpoints during WAN failure scenarios

Simplify Your Solution

  • CIC can automatically configure AudioCodes gateways, speeding up installation and reducing configuration troubles
  • User friendly remote management via AudioCodes’ Network Management System
  • AudioCodes High Definition VoIP (HD VoIP) technology and products provide enhanced intelligibility and a better end user communication experience in voice communications

AudioCodes’ products provide solutions to complement Interactive Intelligence platforms in many different scenarios. Among the solutions offered by AudioCodes are:

  • TDM Trunking
  • Secured SIP Trunking
  • Connecting remote CIC agents
  • Branch office appliances

TDM Trunking

AudioCodes Mediant Gateways enable CIC deployments to connect to legacy TDM PBXs and the PSTN, offering broad TDM interoperability with PBXs and PSTN switches. The Mediant gateways feature a range of densities and interfaces to accommodate different sizes of contact centers and types of TDM trunks. The gateways offer superior voice quality and, optionally, SIP Call Progress Detection (CPD).

TDM Trunking

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Secured SIP Trunking

SIP Trunking services allow enterprises to eliminate costly TDM Trunks and enjoy significantly lower calling rates to PSTN destinations. For any enterprise, including those deploying Interactive Intelligence’s CIC systems, AudioCodes Enterprise Session Border Controllers (E-SBCs) are a key component in the migration from TDM to SIP Trunking. The E-SBC acts as the point of demarcation between the Enterprise VoIP network and the service provider’s SIP trunking service. The E-SBC establishes a secured connection to the SIP Trunk and filters unwanted traffic from the Internet. By using the E-SBC’s Back-to- Back-User-Agent (B2BUA) function, the enterprise can hide its network topology from the service provider.

Secured SIP Trunking

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Gateways for Connecting Remote CIC Agents

For distributed Contact Centers with remote agents working from home, AudioCodes E-SBCs support a comprehensive implementation of NAT traversal and other security features. AudioCodes High Definition IP Phones provide the remote agents with the added value of high quality voice when conducting an end-to-end VoIP call.

AudioCodes MediaPack 20x Broadband VoIP gateways are ideal for connecting remote home-based agents who still use analog phones and fax machines. These gateways also feature 1 to 4 LAN ports with wireless router and a firewall for connecting the agents’ PCs and laptops.

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Branch Office Appliances

Interactive Intelligence CIC applications such as SIP Proxy and Media Server can run on an optional Open Solutions Network (OSN) Server module, integrated and running on the AudioCodes Mediant 1000 platform. By doing so, distributed enterprises with CIC deployments in several locations can save on operational expenses, reduce footprint and integrate the full branch solution into a single device.

Interactive Inteligence Branch Office Application

The Mediant 1000 MSBR (Multi-Service Business Router) is an all-in-one gateway solution for the distributed Contact Center, combining Media Gateway, Server, WAN Access, LAN Switch, Router, Enterprise SBC and Stand-Alone Survivability (SAS) functions in a single, easy-to-manage platform. This is an ideal solution for ensuring service continuity for remote CIC agents in a branch office location: ensuring secured voice and data connectivity to the WAN and to the main CIC Application Server in regular operation, and enabling inbound and outbound calling through the PSTN in cases of WAN failure.

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