Architecture diagram

OneContact CC implements a distributed architecture over a TCP/IP LAN, allowing contact center agents to be located anywhere a TCP/IP link to the host site is available. 

OneContact CC, multimedia contact center solution is based on SIP signaling for call setup and control. Calls originated in the PSTN, GSM and UMTS networks are routed to a Media Gateway and then to the OneContact SIP Proxy (OneProxy).

The solution’s components communicate with each other using the SIP, HTTP, RTP and .NET Remoting protocols.

This diagram illustrates OneContact’s architecture:

 

This solution includes network elements, OneContact core component servers, database servers and client systems. The main components in this architecture are:

  • Media gateways - voice gateway for GSM, PSTN networks, video gateway for the UMTS network
  • Media servers - these servers provide audio/video IVR interaction, queue announcements, conference and listen-in facilities
  • DNS servers - these servers are required in OneContact hosting scenarios to manage multitenant environments
  • OneContact servers - these servers host the core contact center software. OneContact handles call control, ACD, routing, queue management, business logic, interactions logging, and script execution
  • OneProxy servers - SIP proxy servers for SIP endpoint management. OneProxy implements the SIP Proxy, Registrar, Redirect and Location functionalities
  • Database servers - these servers manage OneContact and OneProxy’s databases
  • Agent clients - agents handle interactions with multimedia PCs (audio and video), running OneAgent or OneAgentWeb. Alternatively, they can use SIP Phones (hard-phones or soft-phones)
  • Administration/supervision clients - PCs equipped with a web browser (e.g. Internet Explorer) that can access OneContact’s supervision or administration web applications.

Most of the server components can be deployed on machines running Windows Server 2008/2012 64 bits.

All hardware resources are scalable and can be deployed using multiple servers for a high-availability service. Topics such as high availability and scalability are discussed later in this document.

OneContact servers and client applications communicate using several standard protocols (most of which run over TCP or UDP) and .NET Framework technologies.

OneContact CC implements a distributed architecture over a TCP/IP LAN, allowing contact center agents to be located anywhere a TCP/IP link to the host site is available. 

OneContact CC, multimedia contact center solution is based on SIP signaling for call setup and control. Calls originated in the PSTN, GSM and UMTS networks are routed to a Media Gateway and then to the OneContact SIP Proxy (OneProxy).

The solution’s components communicate with each other using the SIP, HTTP, RTP and TCP protocols.

This diagram illustrates OneContact’s architecture:

Arch3.png

 

This solution includes network elements, OneContact core component servers, database servers and client systems. The main components in this architecture are:

  • Media gateways - voice gateway for GSM, PSTN networks, video gateway for the UMTS network
  • Media servers - these servers provide audio/video IVR interaction, queue announcements, conference and listen-in facilities
  • DNS servers - these servers are required in OneContact hosting scenarios to manage multitenant environments
  • OneContact servers - these servers host the core contact center software. OneContact handles call control, ACD, routing, queue management, business logic, interactions logging, and script execution
  • OneProxy servers - SIP proxy servers for SIP endpoint management. OneProxy implements the SIP Proxy, Registrar, Redirect and Location functionalities
  • Database servers - these servers manage OneContact and OneProxy’s databases
  • Agent clients - agents handle interactions with multimedia PCs (audio and video), running OneAgentWeb. Alternatively, they can use SIP Phones (hard-phones or soft-phones)
  • Administration/supervision clients - PCs equipped with a web browser (e.g. Internet Explorer) that can access OneContact’s supervision or administration web applications.

Most of the server components can be deployed on machines running Windows Server 2016 64 bits.

All hardware resources are scalable and can be deployed using multiple servers for a high-availability service. Topics such as scalability are discussed on Technical specifications.

OneContact servers and client applications communicate using several standard protocols (most of which run over TCP or UDP) and .NET Framework technologies.