Toshiba UCedge 2.5 Extends Usability

by Sandra Gustavsen

Toshiba has made some major enhancements to its UCedge client software that runs on Android and iOS smartphones and tablets, Windows PCs and Mac computers. New Release 2.5 software adds an “Essentials” version that is no additional cost to all users of the IPedge IP-based communications system. The UCedge license opens up access to the full set of UCedge unified communications (UC) features, including new capabilities for agents and supervisors in a contact center environment.

Toshiba released UCedge in 2014 as the forward-looking alternative to the company’s Call Manager Mobile and Call Manager for Windows clients, adding a number of benefits over and above these earlier UC clients. With UCedge software downloaded and installed, workers can use their mobile device (smartphones and tablets) or desktop/laptop device (Windows PCs and Mac computers) as their business telephone, displaying their office extension in the Caller ID for ‘single number reach’ whether the user is in or out of the office. The single UCedge client enables the same telephony and UC functionality across all supported device types, including advanced capabilities like federation, desk phone pairing and consolidated call and IM history.

Since its introduction, Toshiba has made steady improvements to the UCedge software, making it available as-a-service within Toshiba’s cloud-based VIPedge Application Service, adding a softphone capability across all device types and enabling one-touch customizable buttons and fax mail support, among other enhancements.

The latest UCedge R2.5 software extends the usability of the mobile client even further with an Essentials mode (free to all users) and new features for contact center agents and supervisors.

UCedge Essentials for All Users

Toshiba has created a new version, UCedge Essentials, which supports the essential features (the basic operations) of the full UCedge license. UCedge Essentials comes standard with the IPedge user license bundle at no additional charge so it is available to all users of the IPedge business communications system, as well as Strata CIX digital/IP phone systems with an add-on IPedge Application Server. With UCedge Essentials freely downloaded and installed on an Android or iOS smartphone (from the Google Play or the iTunes App Store) or to a Windows PC or Mac computer (from the Chrome Web Store), all users will be able to access a good complement of the UCedge productivity features – most importantly, the convenience of using their smartphone as their office extension.

In addition to dialing and answering calls via Toshiba’s callback/call through feature, UCedge Essentials users will also be able to click-to-call from a corporate contacts directory, view call history and voice/fax mail, manage greetings and settings such as for Follow-Me call routing and transfer missed calls to another extension – from anywhere using a UCedge-enabled smartphone, tablet, computer or laptop.

UCedge Features for the Contact Center

Purchasing the UCedge license opens up the full suite of UC capabilities, including a built-in softphone to make and receive calls through the Toshiba phone system over a low-cost corporate Wi-Fi connection. Users can share presence and exchange instant messages even with external users (Microsoft Skype for Business (Lync) Server users or external organizations using the Toshiba software), as well as access consolidated call and IM history information from anywhere via cloud-based Google Drive service.

The latest UCedge R2.5 software adds features for a contact center environment. With the UCedge client and built-in softphone installed on a smartphone, tablet, PC or Mac computer, agents and supervisors can manage customer calls and their own settings from anywhere, along with a number of key contact center functions, namely Agent/Supervisor Login, Agent Status Change, Call Handling and Call Notes, Broadcast, Real-time Displays and Warnings, Agent Help and Supervisor Monitor. In addition, agents and supervisors can take advantage of UCedge’s pairing feature that synchronizes an iOS or Android device with a Toshiba desk phone to conveniently initiate dialing via the mobile device.

Look for additional improvements in the coming months. UCedge Essentials and the UCedge license are available to Toshiba customers that install the Toshiba IPedge communications system or the Strata CIX phone system with an add-on IPedge Application Server. Toshiba’s VIPedge cloud-based UC service includes the full UCedge license at no extra cost in the per-user monthly fee.