Dialogic Blog

James Rafferty

James is a Product Line Manager, Media Gateways for Dialogic. He has been active in the Voice over IP industry for the past fifteen years and is a frequent speaker at industry events. He previously was President of Human Communications, a leading consulting firm offering technical and marketing advice to a wide range of clients in the telecommunications and office products industries. He has also been an active participant in a variety of standards groups including the ITU, 3GPP and the IETF.
 

Recent Posts

Enhancing Avaya Solutions with Advanced Dialogic Technology

by James Rafferty

Jun 14, 2017 2:58:15 PM

Dialogic is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market, and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network. In recent years, Dialogic has tested numerous products with various Avaya subsystems such as the Avaya Aura platform, which provides a foundation for several of Avaya’s customer engagement solutions.  Products which have been tested and certified as Avaya Compliant in recent years include the IMG 2020 Integrated Media Gateway, the PowerVille™ Load Balancer and the Controlswitch™ System

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Topics: WebRTC, VoLTE/VoWifi & IMS, Signaling

Transporting User Information into SIP for Contact Centers

by James Rafferty

Oct 7, 2015 11:03:00 AM


A common experience when a customer contacts a large company is that the initial call gets fielded by a contact center agent who asks for various information (such as your name, account number and a contact phone number).  Perhaps a few minutes into the call, the agent says that they can’t help you, but they’ll transfer you to somebody who can.  At this point, your call is transferred and often you will need to repeat the information you’ve already provided.  This process could even happen multiple times before you are finally talking with the correct person who can help you. 

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Topics: Fax, Modem, TDM, Signaling