product/technology/architecture overview september 2012

Product/Technology/Architecture Overview

September 2012

Important Milestones

2000 – LiveOps founded in Florida

2001 – Callcast founded in California

2003 – LiveOps/Callcast merger

2004 – LiveOps becomes largest direct response (DR) call center

2005 – SaaS business launched, Red Cross relief

2006 – First large non-DR Agent Clients (Pizza Hut)

2007 – Tier 1 SaaS Customers (Fidelity, Accenture)

2008 – Marketplace/LiveWork initiative, PCI Compliance, Idol Gives Back

2009 – Enterprise Agent Business solidified, continued DR & SaaS growth

2010 – REST API and Salesforce.com integration launched

2011 – Completed acquisition and integration of Datasquirt for multichannel

2012 – Opened EMEA Voice PoP, started APAC Voice PoP project

© 2009 LiveOps, Inc. 2

1 - Agent connects to LiveOps Platform using web browser. Phone panel connects to Presence Server using persistent TCP connection. Presence server loads agent attributes from Local Data Store.

9 – If no agent available Call Manager places caller in Queue IVR. On agent availability, Call Manager chooses best available agent. Notification and screen pop delivered to agent via Presence Server connection.

3 – IVR or Enterprise Routing Engine send call data to LiveOps Transfer Data Service. TDS returns TFN for transfer.

4 – Call transferred by premise equipment to LiveOps. Call terminates at LiveOps Media Gateway which translates signaling to SIP and voice to RTP G.711. Incoming call load balanced by SIP Proxy to an available Call Manager.

5 – Call Manager establishes conference through Media Server. Media Server is responsible for managing RTP legs, mixing audio, and recording call to disk.

6 – Call Manager loads Campaign configuration based on DNIS from Local Data Store and attached data using DNIS/ANI pair from TDS.

7 – Call Manager connects to LiveOps IVR server for messaging, caller segmentation, etc. Media Server for IVR plays prompts, records, detects & generates DTMF.

10 – Call Manager establishes new call leg to agent. Agent leg is placed into Media Server conference. Agent can use Phone Panel for call control.

8 – Call Manager uses multicast protocol to perform distributed agent search. Presence Servers respond with best agent based on availability and Pool membership. Tunnel allows search across multiple data centers.

11 – On call completion, call recordings are transcoded and transferred to permanent storage. Call detail record is moved to Data Management System for warehousing and reporting.

2 – Customer dials TFN and is connected to a hosted or customer premise IVR or a customer premise Enterprise Routing Engine (Cisco, Genesys, etc.).

Telephony Platform: Lifecycle of a Call

Copyright © 2008 LiveOps, Inc. | Private and Confidential3

Copyright © 2008 LiveOps, Inc. | Private and Confidential3

TraditionalTDM Carriers

AdvancedIP Carriers

LeasedIP Networks

VVVVMedia

Gateway

SIP Proxy

Media Server

Media Server

Call Manager IVRServer

PresenceServer

Tunnel

Recycler

Dubber

Call RecordingStorage

Data Management System

Local Data Store

Hosted or Premise IVR

Transfer DataService

Customer

Enterprise RoutingEngine

Agent

Web Applications

TDM

SIP

RTP

Multicast

Data

Web/Presence

EncryptedSessionData

Session IDANIDN

EncryptedSessionData Session ID

ANIDNSession Data

Session IDANIDNSession Data

Engineering Philosophy

We are always available to take a call Highly distributed system with limited scope of failure of independent

components Releases and changes happen with systems online – no scheduled

downtime Application distributed to multiple data centers

Multi-tenancy with shared infrastructure Agile software development

Ship early and refine

Open Source preferred over proprietary/commercial Legal review of all open source projects used


Primary Systems

© 2009 LiveOps, Inc. 5Copyright © 2008 LiveOps, Inc. | Private and Confidential5

Inbound Call Routing Outbound Dialing Queuing IVR Call Recording CTI Presence Management

Call Center Administration Reporting & Monitoring Quality Management Communication Workforce Management

Tech Survey – Telephony and Presence

All components native to LiveOps Mostly Java-based components

One exception: Media Server (C++) SIP stack built and maintained in-house All components are redundant and load balanced

Call Manager Executes call flows Performs whole-call recording

IVR For self-service, plays announcements, menus, etc. into the call

Presence Tracks availability of agents for work assignment

SIP Proxy Manages assignment of inbound calls to call managers Ensures proper routing of outbound calls via proxy rules


Tech Survey – Web Applications

LAMP stack (general admin apps) Perl/Mason under Apache 1.3/mod_perl Ruby on Rails under Apache 2/Passenger

Windows Server stack (agent applications) IIS ASP.NET


Tech Survey – Data Management

Database: MySQL 5.1 (MyISAM and InnoDB) Configuration Data

MySQL – e.g. ccconf, callflow, nexus databases Slow changing, relatively small in size

Application Data MySQL – e.g. ccroute, ccoutbound databases Call managers, API servers Comparable read/write frequency, bounded growth

Historical Data MySQL – cclog and datamart databases Hadoop, ActiveMQ – fine-grained event/log data pipeline GreenPlum – distributed analytical database Ever growing, relatively large in size

Real-time Data RTM pipeline – scalable delivery to RTM dashboards Rapidly changing, relatively small in size


APIs & Integration

Desktop JavaScript API For integration with browser-based agent client apps Full control of agent capabilities (presence, call handling, etc.)

Platform Services API (PSAPI) User and configuration management Live call control Data transfer and statistics access

Data Exchange Data dips for intelligent routing External record creation and update Bulk data export and import (reporting and configuration data) Configuration driven

Developer Portal API documentation Sample code Developer support


Questions?

Integration Architecture


LiveOps InfrastructureLiveOps Infrastructure

RoutingRouting

ReportingReporting

RecordingRecording Comm

on

C

ompo

nent

s


RoutingRouting

ReportingReporting


on

C

ompo

nent

s

Integration - Core


Integration CoreIntegration Core

Data AccessData Access Dist. MemoryDist. Memory LoggingLogging

SecuritySecurity Configuration

Configuration SchedulingScheduling

MonitoringMonitoring ChannelsChannels PresencePresence

Integration – Data Exchange



RoutingRouting

ReportingReporting


on

C

ompo

nent

s





MonitoringMonitoring ChannelsChannels PresencePresenceData ExchangeData Exchange

Adapters (Salesforce, ReST Web Services,

etc.)

Adapters (Salesforce, ReST Web Services,

etc.)

TransformationTransformation

ConfigurationConfiguration

Response Response

Request Request External Web ServicesExternal Web Services

Integration – PSAPI



RoutingRouting

ReportingReporting


on

C

ompo

nent

s






AdaptersAdapters



PSAPIPSAPI

Routing MethodsRouting Methods

Configuration Methods


Reporting MethodsReporting Methods

Integration – Applications



RoutingRouting

ReportingReporting


on

C

ompo

nent

s






AdaptersAdapters



PSAPIPSAPI

Routing MethodsRouting Methods



Reporting MethodsReporting MethodsApplicationsApplications

LiveOps Apps (Web Callback, Proactive Chat, Agent Panels, Dashboards, etc.)

LiveOps Apps (Web Callback, Proactive Chat, Agent Panels, Dashboards, etc.)

Custom AppsCustom Apps

Roadmap: Regional DC Expansion


product/technology/architecture overview september 2012

Documents

liveops ivr server

agent available

best agent

agent availability

agent leg

liveops platform

liveops media gateway

best available agent