OneContact CC components

 OneContact Server components

The OneContact server contains the system’s core server-side components. All these components communicate using Microsoft .NET Remoting.

Component

Description

Base Service

Performs system boot and shut down operations; maintains global system state (running, idle, suspending); supplies component locations

Call Control B2B UA

Performs third-party call control using the SIP Back2Back User Agent concept

Intelligent Router ACD

Manages service queues and distributes incoming interactions, based on several routing algorithms: skill based routing, agent idle time, call waiting time, etc.

Script Engine

Launches and controls routing scripts, providing script logic and configuration caching

Outbound List Management

Manages outbound campaigns, contact loading and execution (dialing in preview, power, and predictive mode)

Notifier

The Notifier component delivers notifications, generated by OneContact components, to the components that subscribe them

Mail Control

Manages e-mail interactions using an external Microsoft Exchange server

Statistics Service

Provides access to contact center statistics information

Server Manager

This component manages agents, services and sessions

Timer Service

Provides timer management for OneContact stateless system components

IM Gateway

Provides IM support for instant messaging interactions using the SIP SIMPLE

OneProxy

OneProxy includes the SIP Proxy, Registrar, Redirect and Location functionalities in a single server application. It is the SIP interface for inbound and outbound interactions for all system components

 

Databases

All relevant system information and data may be kept in either a standalone or cluster SQL Server database. OneContact supports an enterprise client hosting model; this allows telecommunications operators, for example, to offer a Contact Center hardware and software infrastructure as a network service. It enables multitenant environments, where several fully independent clients coexist, sharing the same infrastructure.

Media servers

The media servers allow for media file playback (audio and video) of welcome messages, announcements and on-hold music. These components are capable of collecting DTMFs, allowing for the creation of audio and video menus for IVR interactions. OnePark is the component that provides this functionality; another media server component, OneMedia, ensures the call recording, conference and listen-in operations. Inside OneMedia, OneMediaCompressor Service offers file format conversion and size compression.

 

Administration applications

OneContact has two system and business administration applications:

 

OneAdmin

OneAdmin is a web application for system administration, instance boot/shutdown, monitoring and system parameter configuration.

 

OneSupervisor

OneSupervisor is a web application for instance-level administration, supervision and monitoring. OneSupervisor provides real-time statistics on agents, services and teams; configuring instances, with inbound and outbound service definition, business administration, routing scripts and parameters. OneSupervisor can also be used for searching interactions and playing its recordings.

 OneContact Server components

The OneContact server contains the system’s core server-side components. All these components communicate using Microsoft .NET Remoting.

Component

Description

Base Service

Performs system boot and shut down operations; maintains global system state (running, idle, suspending); supplies component locations

Call Control B2B UA

Performs third-party call control using the SIP Back2Back User Agent concept

Intelligent Router ACD

Manages service queues and distributes incoming interactions, based on several routing algorithms: skill based routing, agent idle time, call waiting time, etc.

Script Engine

Launches and controls routing scripts, providing script logic and configuration caching

Outbound List Management

Manages outbound campaigns, contact loading and execution (dialing in preview, power, and predictive mode)

Notifier

The Notifier component delivers notifications, generated by OneContact components, to the components that subscribe them

Message Control

Manages e-mail interactions using IMAP protocol.

Statistics Service

Provides access to contact center statistics information

Server Manager

This component manages agents, services and sessions

Timer Service

Provides timer management for OneContact stateless system components

OneProxy

OneProxy includes the SIP Proxy, Registrar, Redirect and Location functionalities in a single server application. It is the SIP interface for inbound and outbound interactions for all system components

 

 

Databases

All relevant system information and data may be kept in either a standalone or cluster SQL Server database. OneContact supports an enterprise client hosting model; this allows telecommunications operators, for example, to offer a Contact Center hardware and software infrastructure as a network service. It enables multitenant environments, where several fully independent clients coexist, sharing the same infrastructure.

 

 

Media servers

The media servers allow for media file playback (audio and video) of welcome messages, announcements and on-hold music. These components are capable of collecting DTMFs, allowing for the creation of audio and video menus for IVR interactions. OnePark is the component that provides this functionality; another media server component, OneMedia, ensures the call recording, conference and listen-in operations. Inside OneMedia, OneMediaCompressor Service offers file format conversion and size compression.


 

Administration applications

OneContact has two system and business administration applications:

 

OneAdmin

OneAdmin is a web application for system administration, instance boot/shutdown, monitoring and system parameter configuration.

 

OneSupervisor

OneSupervisor is a web application for instance-level administration, supervision and monitoring. OneSupervisor provides real-time statistics on agents, services and teams; configuring instances, with inbound and outbound service definition, business administration, routing scripts and parameters. OneSupervisor can also be used for searching interactions and playing its recordings.