OneContact Application Server - ServerManager

This component manages the OneContact sessions, agents and services. This component also interacts with ScreenRecorder gateway to handle screen recordings.

 

Functions

  • Management of agents state, by evolving the state accordingly with the sessions assigned to them.
  • The sessions state is also managed by this component.
  • This component handles listen-in requests.
  • Screen recording, using ScreenRecorder Gateway, management.
  • Deliver of notifications directly to agents.
  • Report of events related with agents and interactions; The reports are fail-safe in the way that they are added to Microsoft Windows Message Queuing when the database access fails.
  • Allows management of services, agents and interactions through an API.
  • Creates an abstraction layer to reduce the need for SDK users to interact with other components.

 

Relations to other modules

  • ServerManager communicates with BaseService in order to fetch configurations and obtain other component locations.
  • ServerManager receives requests from OneSupervisor, OneAdmin, OneAgentRemoteControl, OneAgent, Router, Statistics and from the SDK.
  • CallControl, Router and MessageControl components send events directly to ServerManager.
  • ServerManager sets timers in the Timer component, which are invoked later.
  • OneAgent receives events from ServerManager.
  • ServerManager register in Notifier to subscribe for events.
  • ServerManager communicates with ScreenRecorder Gateway and receives notifications from it.
  • ServerManager puts messages in Microsoft Message Queuing service and read messages from there.

 

ServerManager.png

 

Performance & Scalability

  • ServerManager scales horizontally by adding more machines to a load balancing farm. As ServerManager is a stateless service there is no need for persistent connections.
  • CPU will increase accordingly to the number of simultaneous active sessions (calls, e-mails) in the system. The number of requests via SDK will also affect the CPU consumption.
  • The component’s memory usage is not relevant as it only stores in memory static information like the agent and services configuration. However, the more agents and services are in use more memory will be used.

 

Redundancy

N+1 redundancy and/or failover cluster.

 

Deployment

  • Can be deployed in Intel x64 or AMD machines running Windows Server 2016.
  • Installed as a windows service.