Description of components 

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Overview

This section provides a brief description of each CentreVu Internet Solutions component. The following components are discussed:

The role of the VoIP gateway is to convert between packetized Internet voice and the circuit-switched voice used by the the DEFINITY ECS. Your contact center can mix and match the various types of gateways to increase Internet voice processing capacity.

The following VoIP gateways can be used with CentreVu Internet Solutions:

Avaya, Inc. discontinued the Internet Telephony Gateway (ITG) on December 4, 2000; therefore, customers can no longer purchase an ITG. However, prior to December 4, 2000, customers could purchase the ITG to provide VoIP gateway functionality.

The following information about the ITG is provided for existing customers who are using an ITG:

• The ITG is a hardware component that is an industrial grade, Pentium-based PC running LynxOS (a UNIX-compatible real time operating system). The ITG receives customer requests and launches voice sessions into the contact center over an Integrated Services Digital Network-Primary Rate Interface (ISDN-PRI) channel to the DEFINITY ECS.

• The ITG contains one or more voice processing boards to convert between packetized Internet voice and circuit-switched voice used by the DEFINITY ECS.

• The ITG may also be used to carry text and telephone callbacks on earlier versions (prior to 6.3) of DEFINITY ECS.

• See the Internet Telephony Gateway Technical Reference Issue 2 (555-027-212) document for details.

DEFINITY IP Solutions eliminates the need for an external H.323 gateway; this functionality is provided by the combination of an IP Media Processor (TN2302AP) board and a C-LAN (TN899B/TN899C) board residing in the DEFINITY ECS. Each such combination supports up to 31 simultaneous Internet voice sessions.

There are several points to keep in mind when considering this solution:

• There is no protocol conversion (IP to PRI) between the Internet and the switch to help buffer the switch from the Internet; therefore, using DEFINITY IP Solutions extends the contact center's DMZ LAN into the DEFINITY ECS. Your contact center must ensure that it follows standard security measures to maintain the integrity of the switch.

• DEFINITY IP Solutions relies on the DEFINITY processor to perform gatekeeper functionality and signaling as the IP Media Processor board converts the IP voice into circuit-switched voice; therefore, an Internet voice session consumes more DEFINITY ECS processing power than does a normal telephone call.

• DEFINITY IP Solutions integrates into the DEFINITY ECS chassis; therefore, it is a simpler and lower-cost configuration for smaller installations.

The IP600 accepts packet-switched voice, converts it to circuit-switched voice, and passes on the results to the DEFINITY ECS over either a PRI or IP link. One IP600 can handle up to 60 simultaneous VOIP sessions (each block of 30 sessions requires one each of the following cards: C-LAN, IP Media Processor, and DS1).

Using IP600s, your contact center can extend Internet voice processing capacity by:

• Adding fully-configured IP600s

• Connecting two IP600s together so that they share the same Processor and Call Classifier boards

• Combining these methods.

The DEFINITY ECS is a hardware component of CentreVu Internet Solutions that is a digital switch that processes and routes voice communications. It also houses sophisticated Automatic Call Distribution (ACD) software that allows any telephone on the DEFINITY ECS to act as a contact center agent terminal.

CentreVu Internet Solutions utilizes the DEFINITY ECS's advanced ACD features to process and route real-time and message calls to the appropriate endpoints. CentreVu Internet Solutions uses the Adjunct/Switch Applications Interface (ASAI) feature on the DEFINITY ECS by way of a Java Telephony Application Programming Interface (JTAPI) to integrate the data networking portions of CentreVu Internet Solutions with the DEFINITY ECS CTI. This interface provides capabilities such as call progress monitoring, third party call control, and agent state changes (log in, log out, AUX mode, and so forth).

The mail server containing the mailboxes polled by the messaging component must be POP3-compliant over a Transmission Control Protocol/Internet Protocol (TCP/IP) stack. To handle outgoing messages from the messaging software, the mail server must also be Simple Mail Transfer Protocol (SMTP)-compliant. Most leading mail servers provide both of these protocols. However, if necessary they can be on two separate mail servers.

An excellent example of such a server is the Intuity AUDIX server with Internet Messaging.

The ICM and the Agent Router exchange information about agent sessions (login, logout, agent idle, and so forth) and call (real-time and message) requests. For example, the ICM updates the Agent Control Window based on agent login status received from the CTI. If an agent logs in to the DEFINITY ECS successfully, the CTI informs the ICM and the ICM then updates the agent applet with a �Login was successful� message.

In general, the ICM provides the following functions:

• Maintains and monitors agent sessions

• Downloads the agent's and caller's applet and maintains their connections

• Updates the agent applet based on agent login status

• Updates agent and caller Web pages based on call events

• Provides CentreVu Internet Solutions capabilities such as escorted browsing once the caller and agent are connected

In general, the Agent Router provides the following functions:

• Logs agents in to the DEFINITY ECS

• Launches Internet sessions and message calls to agents

• Monitors Internet sessions and message calls and reports events such as agent answer, drop call, and transfer back to the ICM

The CentreVu Computer-Telephony (CentreVu CT) is a software component of CentreVu Internet Solutions that runs on a server to track and associate various elements of calls between callers and agents. CentreVu CT has an open architecture, based on the European Computer Manufacturers Association (ECMA) Computer Supported Telephony Application (CSTA) international standard, which allows customers to employ the communications system and Computer-Telephony Integration software that best meets their needs. CentreVu CT enhances the functionality of existing communications and computer equipment.

The Agent Router interfaces with the CentreVu CT server to monitor call progress information within the contact center domain (and then passes this information to the ICM) and to launch calls.

Important!

CentreVu CT can reside on the same server as the ICM, Agent Router, and/or the messaging software.

Major components of CentreVu CT

Major components of CentreVu CT include the following:

• The CentreVu CT server�the CentreVu CT server acts as a conduit between individual client/server applications and the DEFINITY ECS. It routes return messages from the DEFINITY ECS to the client/server that expects them. It also ensures that agents log in using a valid login ID and password and that they have the required permissions to perform whatever action they are requesting.

• The Security Database (SDB)�this CentreVu CT database stores information about the devices it controls. Telephony Services uses this information for validation. Administrators can control access to CentreVu CT by placing restrictions on the types of requests. Telephony Services Release 2.32 uses Btrieve for the Security Database engine (the underlying software that controls data).

• Telephony Services Library (TSLIB)�the TSLIB is a set of functions that act as an interface between client or server applications and the CentreVu CT server.

• The Private Branch eXchange (PBX) driver resides on the CentreVu CT server. It receives TSAPI messages from the CentreVu CT server and routes them to the PBX over CTI links, performing any necessary conversions in the process. It receives messages from the DEFINITY ECS, reformats them, and sends them back to the CentreVu CT server. The PBX driver is supplied by a PBX vendor.

Direct connections between other CentreVu Internet Solutions components and the CentreVu CT server include:

• TCP/IP to the Agent Router

• TCP/IP to the DEFINITY ECS

Message Care is a software component of CentreVu Internet Solutions that builds upon the existing functions of a call center to include receipt, distribution, tracking, and reports of email and fax messages (as attachments to email).

Features of the messaging software, includes the following:

• Support for Microsoft SQL Server 7.0 and SQL Server 2000

• A Maintenance Monitor to monitor critical system resources

• Modules that poll the incoming mailboxes, control message flow, update the message database, and submit composed messages to an SMTP server for delivery

• Web pages and scripts that interact with your agents as they receive and process messages

• Web pages and scripts that interact with your supervisors as they generate reports (these Web pages and scripts support seven languages)

• Web pages and scripts that interact with your administrators as they use the Administration Interface

• Spell checker for outbound messages

• Message database and interface

• Administrative database and interface

• Computer-Telephony Integration control engine

• Java applet that downloads to the agent's desktop for login and PagePop

• The Message Care server and its associated CTI process that can be shared with the real-time system.

Important!

The messaging software can reside on the same server as the ICM, Agent Router, and/or CentreVu CT software.

For remote diagnostic access, pcANYWHERE Release 8 or greater and a 28.8 KiloBytes per second or faster modem and analog line is required.

The messaging system optionally supports the CentreVu Call Management System to collect standard call statistics for message calls. This software must be installed on a Sun platform that is LAN-connected. CentreVu Supervisor with the Report Designer option is required to produce CMS custom reports for message data.