Web applications - ClickTonteract

The ClickToInteract is web application used by contact center clients to interact with the contact center using the audio, video or IM channel. 

 

Functions

  • Initiate an audio, video or IM interaction with the contact center.

 

Relations with other modules

  • Only the back-office component accesses the provisioning database, to read and write configurations.
  • OneAgent’s softphone communicates with OneSIPConnector or OneProxy for the SIP signaling.
  • OneAgent’s softphone establishes RTP streams with the OneSIPConnector, OneMedia, OnePark, Media Gateways and any other endpoint in the SIP cloud.
  • OneAgent – BaseService: upon startup to get location and configuration information.
  • OneAgent – ServerManager: to perform the entire agent and call operations; OneAgent receives agent and call state change notification through ServerManager also.
  • OneAgent – Notifier: to receive configuration changes notifications.
  • OneAgent – Statistics: to get statistical data that is shown in the user interface.
  • OneAgent – OneContact Web: to check and download updates.
  • OneAgent – ScreenRecorder: used for screen recording.

 

ClickToInteract.png

 

Performance & Scalability

  • ClickToInteract scales horizontally by adding more machines to a load balancing web farm. HTTP balancing must be configured with sticky sessions.
  • The ClickToInteract CPU usage is affected by the number of connected users.
  • The ClickToInteract memory usage is affected by the number of connected users.

 

Redundancy

N + 1 redundancy

 

Deployment

  • ClickToInteract is a web application; there’s no client side installation.
  • ClickToInteract server is deployed in IIS.