application overview. network zone user zone – client layers
TRANSCRIPT
Application OverviewDMZ ZoneWeb/User
Zone
CallCenter Server
Conference Server
Master Application Server
Backup Application Server
Session Server
File Server
Internet Private VLAN
HTTPSPort 443
TCP/IPBus, Database,
FTP(configurable)
PSTN
IP Gateway
`
`
Database
HTTPPort 80
J2EE Server
Presentation Zone
Network Zone
Private VLAN Private VLAN
Network ZonePSTN
Network Zone
LAN
IP Gateway
TC
P/I
P B
us
CallCenter Server
Conference Server
Master Application Server
Backup Application Server
CallCenter Server
Conference Server
Master Application Server
Backup Application Server
CallCenter Server
Conference Server
Master Application Server
Backup Application Server
CallCenter Server
Conference Server
Master Application Server
Backup Application Server
Shared Resources
Dedicated Resources
Company 1...N Company N+1...X
Database Cluster
File Server ClusterStorage Array
IP Gateway
Host ManagerUnified MessengerLicense ServerCall CenterSIP Redirect
Host ManagerUnified MessengerMP3 Converter
Host ManagerUnified MessengerMCU Server
Host ManagerUnified MessengerLicense ServerChat ServerCTI ServerEmail ServerIM ServerPredictive ServerSchedule ServerStatistics ServerSNMP Server
CallCenter Server
Conference Server
Application Server
File Server
User Zone – Client Layers
`
Internet
Administartion IntegratedStandalone
JSP
Session Server
Java Beans
User/Internet Zone
DMZ Zone
FireWall
SOAP/XML & HTTP
FireWall
Web Services
HTML / JavaScript
TAW
Java Applet
Client Network Considerations
Bandwidth Utilization - between 5-20 kbps depending on activity and number of interactions or workgroups
Client Heartbeat- Ping message every 3 seconds- Made offline after 15 seconds - Logged off backend after 90 secs
Session Recovery – automatic recovery when heartbeat is restored
PSTN/TDM Options• PSTN utilized for customer and agent connection
• Offer shared or private dedicated access
• Remote agents supported via POTS lines
• Remote offices supported via Direct Inward Dialing (DID) or Virtual Private Networks (VPN)
• Supports UFP/ITFS & International Agents
Remote Office
VLAN
Call Center Servers Conference Servers
IP Gateway IP GatewayRouter
PSTNIP
T1/E1/DS3SIP/H323
SIP/H323/RTP
RTP
SIP/H323
SIP/H323
Customer Remote AgentPBX
Current Capacity
• Concurrent Session – – Infrastructure supports 1000-2000– Licensed for 500– Expandable with additional licenses and hardware
• Concurrent Voice Interactions -– VoIP Gateways
• Sprint DS3 – 576 LD DS0• MCI DS3 – 576 LD DS0• MCI Local – 138 Local DS0
– Call Center Servers – 1300 interactions– No licensed restrictions– Expandable with additional gateways, DS3 circuits and Call Center Servers
• Tenant Specific -– 50,000 Interactions (not tested)– 20,000 Sessions (not tested)
Hosting Environment• Data Center
– State-of-the-Art, Disaster-Tolerant Texas facility
– Manmade & Natural Disaster Resilient
– Redundant Power, UPS &Generator
– Multiple Layered Secure – BGP IP Access with 4 Backbone
Providers • Voice Network
– Diverse Multi-Carrier 8XX/LD/Local Access
– TDM & VoIP egress and regress – 100% Soft Switch Architecture – Emergency Rerouting &
Deflection
• Data Network– Diverse BGP Connections– Redundant Fully Meshed
Routers/Switches– Multi Level Firewall
Zoning – VLAN Voice & Data
Isolation– CSS Load balancing
• Server Architecture – Utilize IBM Blade Servers – Clustering Used for high-
availability– Utilize EMC Storage
