General requirements

This article details the requirements for different hardware components:

 

Client side infra-structure

 

Agent seats

Minimum recommended hardware:

  • CPU: Intel Core i3 @ 3.0 GHz or higher
  • RAM: 4GB dedicated (not shared with graphical card)
  • Intel AC97 standard compliant sound card or any compatible USB headset model
  • USB headset compatible with the AC97 standard
  • Super VGA (1280×1024) or higher-resolution monitor recommended
  • USB webcam headset – only if you wish to use the video functionality (check the Third-Party Supported Devices section in this document for supported models. Screen Resolution of 1440×768 or higher

 

Software requirements:

 

Supervisor seats

Minimum recommended hardware:

  • CPU: Intel Core i3 @ 3.0 GHz or higher
  • RAM: 4GB dedicated (not shared with graphical card)
  • Intel AC97 standard compliant sound card or any compatible USB headset model
  • USB headset compatible with the AC97 standard
  • Super VGA (1280×1024) or higher-resolution monitor recommended
  • USB webcam headset – only if you wish to use the video functionality (check the Third-Party Supported Devices section in this document for supported models. Screen Resolution of 1440×768 or higher

 

Software requirements:

  • OS that supports one of the required browsers.
  • One of the supported browsers.
  • Flash Player 11 plug in

 

Recommended headsets

OneContact complies with any headset compliant with standard Intel AC97. Most of OneContact deployed solutions use headsets models with USB adapter from Plantronics and Sennheiser. Nevertheless, if the client wishes to use another blend, Collab can perform the certification if 2 headset units are provided for tests. It´s recommended that USB adapters and Headsets are specialized for Contact Center environments and with high quality.

 

Wallboards

Wallboard functionality is provided by OneContact through a Web application which must run on Internet Explorer 10 (or higher).

In terms of hardware specification, it is required an LCD screen with the biggest resolution possible, ideally above 1680x1050. It is also necessary a computer that provides access to web applications running Internet Explorer 10 (or higher).

 

 

 

Server-side infra-structure

Recommended load balancers

Recommended audio gateways

Session border controllers

SMS gateways

FAX gateways

Social media

Chat service

Storage calculation

Recommended shared storage solutions

IMAP/SMTP Server

Network requirements

Bandwidth requirements

 

Recommended load balancers

The load balancers allow achieving scalability and fault tolerance to hardware failures on OneContact platform. Some of the previous projects include integration with the following Load Balancers models:

  • Cisco CSS 11500 series
  • Cisco ACE 4710 and ACE A2 modules
  • F5 Big-IP

 

Recommended audio gateways

The following audio gateways were integrated and certified in previous projects implemented with OneContact solutions:

  • Alcatel 5020
  • Cisco AS5350, AS 5400, AS5850
  • Cisco SIP Gateways: 1751, 2600 series, 2800/2900/3800 ISR voice routers series
  • Cisco PGW 9.5.2, 9.7.3
  • Cisco Call Manager 6.1, 7.1
  • AudioCodes Mediant 1000, 2000, 3000, 5000
  • Nortel CS1000E Rls 5.5
  • VegaStream Vega 400

 

Session border controllers

OneContact has a module (SIP Connector) that does the ALG (Application-level Gateway) functionalities enabling hosting solutions over Internet overcoming SIP issues over the majority of NAT types including NAT transversal. This component does not implement firewalling or security defense, so existing secure infra-structure is a requirement when using this component.

For customers who already have a Session Border Controllers in place, this last one can be used instead of OneContact SIP Connector.

The following SBCs were integrated and certified in previous projects implemented with OneContact solutions:

  • ACME Packet Net-Net 4250 family
  • AudioCodes Mediant Series
  • Cisco Cube IOS 12.4(24) T1/IP Voice

 

SMS gateways

In order to correctly handle SMSs interactions, OneContact requires a pre-configured SMS Gateway that converts SMS into emails, and vice-versa or alternatively the Gateway should have a web services integration layer. In previous projects OneContact was successfully integrated with:

  • Quescom SMS Gateways 200
  • Quescom SMS Gateways 300

 

FAX gateways

OneContact handles faxes like e-mails and the solution relies on a Fax Gateways to convert Faxes into e-mails and vice versa. In order to answer to an incoming fax (via e-mail), the Fax Gateway need to have the following features:

  • Incoming faxes: When faxes are converted into e-mails, the Fax Server must write the incoming number in the “subject” field of the e-mail allowing a response by Fax to the originator.
  • Sending faxes: When sending a Fax, the fax server must have the capability to retrieve the fax number from the “subject” field of the e-mail and send inside the Fax the body of the e-mail.

 

Social Media

Facebook

  • Facebook page and Facebook user that administrates that page
  • Facebook script
  • Internet Information Services (IIS) 7.5 to host the Facebook script
  • Public IP to allow external and agents access to the Facebook Script
  • Internet access on agents’ computers

 

Twitter

  • Twitter account
  • Internet Information Services (IIS) 7.5 to host the Twitter script
  • Internet access on agents’ computers

 

Chat service

Server side

  • Internet Information Services (IIS) to host the Chat script
  • Public IP to allow external access to the Chat Script

 

Customer side

  • Web browser

 

Storage Calculation

OneContact can be deployed in redundant and not redundant architectures. Redundant architectures solutions use a Storage Array Network (SAN) solution to support the clustering operations, OneContact database and configuration files and recorded call files. The SAN will hold all critical data used by the platform and assures data redundancy and enhanced performance Non redundant solutions typically use internal disks no server.

Either cases when provisioning the size of the storage or needed disks on servers, the following requirements should be considered:

  • Database
    • Database grow depends on many factors related to the contact center activity; as an average indicator, Collab recommends 5GB/10GB per year of storage space for 100 agents.
  • Voice Record calls
    • Calls are stored as wav files with two channels using G.711. In order to estimate shared storage disk space needed, we can consider about 1MB per minute of recorded call. There are 2 compression formats that can be simultaneously used: the first one “mono”: will compress the audio of the 2 channels into one channel reducing the size to half of the original size (500KB per minute); the other compression method is the codec compression to “mp3” reducing up to 30% of the original size.
  • Screen Recording
    • Bandwidth requirements for a screen with 1024x768 of resolution vary greatly depending on what’s happening on the Host’s screen. In addition to overall desktop resolution (including multiple monitors) and color depth, you would need to consider the type of screen activity and the Windows theme in use. If you have a scrolling banner or some Flash animation running on the screen (perhaps a clock with a second hand) the amount of data generated and sent over the network will be much greater than a screen without these things. Detailed backgrounds and menu animations are also common causes of data bloat. Use of certain application virtualization products may also play a role in generating a lot of unnecessary data. Nevertheless, we can estimate storage usage based on the following two preconfigured settings:
      • “Medium-Low (recording)” at 60Kbyte/sec = 3,6MB/minute;
      • “Low (recording)” at 30Kbyte/sec = 1,8MB/minute.
Note: The sort of things that affect just how much bandwidth is needed include: Size of display being recorded (resolution and number of monitors), color depth of the display, type of screen activity (fairly static or scrolling banners/tickers or some sort of animation), Windows based effects such as Aero Glass or any other effect that results in a lot of drawing to the screen for a more fluid/animated look).
Screen Recording has the ability to limit consumed bandwidth and consequently the storage using User Mode Screen Capture (UMSC). For example, if you have a 4 minutes call and employ a bandwidth throttle of say 40 KB/s, the resulting file size will be roughly 9.6MB or less. That is to say the most amount of data that can be generated from that Host in 4 minutes would be under 10MB.
Other possibility is to set the bandwidth limit to “unlimited”, and not have an upper bound. This would result in the highest fidelity recording but provide no cap on file size.

 

Recommended shared storage solutions

The following shared storage solutions were integrated and certified in previous projects implemented with OneContact solutions:

  • HP EVA StorageWorks 4400
  • HP MSA 1000/2000
  • DELL EqualLogic PS Series and SX Series

 

IMAP/SMTP Server

OneContact uses IMAP server to receive, send and storage e-mails. 

 

Network Requirements

We assume that Client provides the following:

  • IP connectivity between OneContact application servers, media gateways and agents.
  • All involved networks must provide QoS for VoIP traffic for the expected volume of calls.
  • We assume no NATed networks between agents and the other platform components.
  • A DNS service must be provided as well as a domain controller.

 

Bandwidth requirements

In order to estimate bandwidth requirements in WAN IP links the following information must be gathered:

  • Maximum number of simultaneous agents
  • Maximum number of supervisors in real time monitoring
  • Maximum number of wallboards displaying real time information
  • Bandwidth consumption to access remote applications

 

The following information can be used to estimate WAN bandwidth usage:

Network Traffic and Bandwidth per agent/call (Signaling + Media):

Signaling:

  • SIP – 1.5 kbps
  • HTTP .NET Remoting – 5 kbps

 

Media:

  • Voice G729 – 60 kbps (30 kbps in each direction)
  • Voice G711 – 172 kbps (86 kbps in each direction)
  • Video H263.QCIF– 128 kbps (64kbps in each direction – Average values)

Real time supervision with OneSupervisor or wallboards: 100kbps per active session (real time supervision bandwidth consumption varies depending on refresh rate and the amount of data to display, but 100kbps it’s a good average consumption to consider in WAN links).