Overview

OneContact is an IP-based multimedia contact center solution that offers full contact management across voice, video, e-mail, social media and instant messaging. OneContact, developed by COLLAB, seamlessly integrates video calls and enables multi-site contact centers in a distributed model. It addresses the need for a more flexible and cost efficient multimedia contact center.

On this articles you have an overview of the OneContact technical specification. It describes the system architecture, describing each of the components, their purposes and interfaces, scalability and redundancy model. It also explores the interaction between these components from a dynamic perspective, documenting the main flows.

 

OneContact contains a set of predefined user roles.

 

To see other concepts concerning OneContact, click here

 

 

 

Scalability

There are two types of scalability:

  • Scale horizontally (scale out) - Scale horizontally (or scale out) means adding more nodes to a system, such as adding a new computer to a distributed software application. An example might be scaling out from one Web server system to three.
  • Scale vertically (scale up) - Scale vertically (or scale up) means adding resources to a single node in a system, typically involving the addition of CPUs or memory to a single computer.

 

 

Redundancy

There are two types of redundancy:

  • N+1 redundancy - Is a form of resilience that ensures system availability in the event of component failure. Components (N) have at least one independent backup component (+1). The level of resilience is referred to as active/passive or standby as backup components do not actively participate within the system during normal operation. The level of transparency (disruption to system availability) during failover is dependent on a specific solution, though degradation to system resilience will occur during failover. It is also possible to have N+1 redundancy with active-active components. In such cases, the backup component will remain active in the operation even if all other components are fully functional. However the system will be able to perform in the event that one component is faulted and recover from a single component failure. An active-active approach is considered superior in terms of performance and resiliency.
  • Failover cluster - Is a group of independent computers that work together to increase the availability of applications and services. The clustered servers (called nodes) are connected by physical cables and by software. If one of the cluster nodes fails, another node begins to provide service (a process known as failover). Users experience a minimum of disruptions in service. The cluster can be configured on Azure

 

 

Hosting

With OneContact, the contact centre service can be offered in a hosted model, as a network service. In this model, the network service (usually a telco) provides the contact center with the infrastructure and functionalities to enterprises linked to its network. The agents of these corporate customers are linked to the contact center infrastructure, owned and managed by the NSP, through an IP link.

Hosting allows having multiple logical OneContact instances running on the same physical platform installation.

Each hosting instance will have its own Logging, Provisioning and Reporting databases, which provide contact centre services to multiple customers while keeping their services isolated. Also, the storage must be defined per each instance.

Hosting instances are configured in OneAdmin.

 

 

Packaging model

The next table describes the distribution/packaging model of the OneContact solution.

Component Type Package
OneAgentWeb Web application OneSetup
OnePhone Web application OneSetup
OneSupervisor Web application OneSetup 
OneAdmin Web application OneSetup 
ClickToInteract Web application OneSetup 
BaseServiceHost Web application OneSetup 
WebServiceHost Web application OneSetup
SiteWebAccessor Web application OneSetup 
OneProxy Windows Service OneSetup
OneMedia Windows Service OneSetup 
OneMediaCompressor Windows Service OneSetup
OnePark Windows Service OneSetup 
OneSIPConnector Windows Service OneSetup 
BaseService Windows Service OneSetup 
Script Engine Windows Service OneSetup
ServerManager Windows Service OneSetup
Router Windows Service OneSetup
ListManagement Windows Service OneSetup
MessageControl Windows Service OneSetup
Statistics Windows Service OneSetup
CallControl Windows Service OneSetup 
Notifier Windows Service OneSetup 
Timer Windows Service OneSetup 
Importer Service Windows Service OneSetup 
OneWatchDog Windows Service OneSetup 
System Database DatabaseDeployer
Provisioning Database DatabaseDeployer
Reporting Database DatabaseDeployer
Logging Database DatabaseDeployer
Proxy (Provisioning) Database OneProxyDatabaseDeployer
OneSIPConnector Database OneSIPConnectorDatabaseDeployer

 

It’s possible to configure, via OneAdmin, which elements to run. For example, it’s possible to split the Statistics component from the other OneContactService components.