Call Center Primer

Introduction
PIKA Technologies brings together a broad line of reliable analog and digital boards for call center
solutions that connect to TDM and IP networks. This combination produces today’s most cost effective,
scalable, and flexible call center systems.
Using reliable media processing building blocks from PIKA Technologies, developers can:
• Quickly and easily enhance existing systems without the need for forklift upgrades;
• Reduce development costs for new applications;
• Simplify the development and deployment of new services;
• Deliver more cost effective integrated solutions to your customers; and
• Reduce ongoing support and maintenance costs.
Reliable media processing building blocks
PIKA Digital T1/E1 Boards and PIKA Analog Boards incorporate a powerful API that works across
all board families and applications. This means system provisioning can be dynamically matched to any
grade of analog or digital service. This enables more intelligent and feature-rich solutions to be
developed and deployed across any analog or digital platform. The voice boards allow you to implement
newer digital technology while maximizing existing investments in analog equipment.

Flexible. Scalable.
A flexible and scalable architecture means you can meet customer requirements today as well as in the
future. Boards scale from one to eight T1 or E1 digital interfaces (digital harware) and from four to 24
station lines (analog hardware). The Analog Boards can be set to accommodate any combination of
station termination and trunk interfaces on a single board according to the requirements of the
application. This eliminates the need to add and configure extra analog resource cards to accommodate
changes in the number of agents or consoles.

Technically sound analog boards

The Analog Board family has always received high marks from our developer partners for its flexibility.
The standard configurations are 12 or 24 trunk ports, 12 or 24 station ports, and combination cards
with either four trunk and eight station ports or eight trunk and 16 station ports. For volume
applications, the Analog Boards can be ordered in custom configurations. Onboard digital signal
processing (DSP) features enable applications that take advantage of dual tone multi frequency (DTMF)
and frequent shift keying (FSK) detection, conferencing, call control features and playing and recording
voice files.

Technically sound digital boards

The Digital T1/E1 Board family includes two lines of T1/E1 cards: CompactPCI (cPCI) and PCI.
The Digital T1/E1 cPCI Boards provide voice over quad or octal span T1/E1/ISDN primary rate
interface (PRI) network connections for up to 240 digital telephony channels, fully provisioned with a
large array of media processing DSPs.
With up to four T1/E1 digital network interfaces and 24 DSPs, Digital T1/E1 PCI boards deliver
ample interface and processing capacity for the most demanding applications.

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Plug-in to the converged network. Expertly.
PIKA Technologies’ reliable media processing building blocks deliver the features required to design call
center solutions for TDM and IP networks. When you chose PIKA Technologies, you are in the hands
of technical experts.

The PIKA Plus Advantage

PIKA Technologies delivers the products and services you need to design voice and fax applications:
high density digital, analog and IP boards; a market-leading granular API that works across our entire
series of voice boards; powerful and feature-rich DSPs; competitive pricing; and a comprehensive
support package that includes direct pre-sales support, free development support, and free ongoing
maintenance support by our in-house technical support team. Get a cost effective total solution from a
single source – the PIKA Plus advantage.

About PIKA Technologies

PIKA Technologies’ reliable media processing building blocks connect computer systems to TDM and
IP networks. Brand name companies design groundbreaking IVR, call center, custom PC/IP PBX, fax
and logging solutions using PIKA Technologies’ building blocks. With two decades of experience in this
industry, the company is recognized for earning strong relationships with its customers worldwide by
delivering direct, expert technical support. Headquartered in Ottawa, ON, Canada, the company has
ranked in The Branham300, an authoritative ranking of successful Canadian high tech firms, for four
consecutive years. Visit www.pikatechnologies.com or call +1-613-591-1555 for more information.

535 Legget Drive, Suite 400, Ottawa, Ontario, Canada, K2K 3B8 Tel: 613-591-1555 Fax: 613-591-9295
Visit www.pikatechnologies.com Email: sales@pikatech.com
© Copyright PIKA Technologies Inc., 2005. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, without the express written permission of
PIKA Technologies Inc.

This document is provided to you for informational purposes only and is believed to be accurate as of the date of its publication, and is subject to change without notice. PIKA Technologies Inc. Assumes no responsibility for any
errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains.

PIKA is a registered trademark and AllOnBoard and AllOnHost are trademarks of PIKA Technologies. LINUX is a trademark of Linus Tovalds. SUSE is a registered trademark of SUSE LINUX AG. RED HAT is a registered
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