Iwatsu Voice Networks has announced the release of Version 4.0 software for the Iwatsu Enterprise-CS (ECS) communication system. This new release features additional ACD (Automatic Call Distribution) enhancements to the ECS, and allows remote workers full use of their IP station with or without a VPN connection.

A major improvement to the ECS 4.0 software is the enhancement of the ACD interface for large call centers. The update was built around improving the experience of both ACD agents and incoming callers, where agents have full control over transferring and parking ACD calls without removing callers from their place in queue. Iwatsu claims that incoming callers will benefit from shorter hold times, group specific music on hold, and improved efficiency in reaching the appropriate agent.

Iwatsu says another improvement to ECS 4.0 is the ability to for remote workers to choose the manner in which their IP stations connect to the ECS. Users now have the option of a secure VPN connection, or if business practices dictate, they can choose to connect via an Internet connection mode. Both VPN and Internet mode IP telephone connections may be supported simultaneously.