Design & Development Aheeva Education & Certification Services

1. Design & DevelopmentAheeva Education & Certification Services

2. Aheeva CCS Architecture

3. Architecture – single-site (1)

4. Architecture – single-site (2) • At least one Asterisk server handling TDM and/or VoIP traffic. The calls type is completely transparent to the Aheeva CCS solution • The number of Asterisk server is function of the number of agents and the type of activity • Aheeva CCS server: The heart and the brain of the call center • Apache Tomcat server: A java servlet server • MySQL server: This is the database server that the Aheeva CCS uses to store all configuration, operation and statistical data • At least one Recording Storage server: Used to manage and store the conversations recordings

5. Architecture – single-site (3) • Encryption server: Responsible for encrypting the recorded conversations prior to storing them and decrypting them prior to playing them back. The Encryption server is implemented as a Servlet. The presence of the Encryption Server is optional • All servers can run on the same physical server except Asterisk which should run on a dedicated server • Agents can use Aheeva’s softphone, a hardphone, any other softphone, or a combination of phones • Agents using other than Aheeva’s softphone must use a toolbar (applet) for data communication with the CCS server • The Call Center director or supervisor can use the CCS Manager, a web-based integrated set of tools, to configure and monitor all aspects of the call center operations

6. Architecture – multi-site (1)

7. Architecture – multi-site (2) • Aheeva CCS can be deployed in a multi-site configuration to offer one large virtual Call Center • Agents in different sites can use any combination of softphones and hardphones • Agents can work remotely from home • Call Center supervisor can have access remotely from home • Communication between sites is done using the IAX protocol • If the number of agents in a satellite site is high enough, it becomes interesting to have a local Asterisk server installed even if no calls terminate directly on that server. The communication between sites becomes Asterisk-to-Asterisk so you can take advantage of the IAX trunking that Asterisk offers and cut the bandwith utilization. The agents is that site will communicate with the local Asterisk server • If the number of agents in a satellite site is high enough, it also becomes interesting to have a local Recording Storage server. The recordings get sent to the local server instead of getting pushed over the WAN to the Recording server in the central facility during peak hours. Synchronization between Recording Storage servers can be scheduled during low traffic hours

8. Inter-sites bandwidth • http://www.asteriskguru.com/tools/bandwidth_calculator.php

9. Inter-sites bandwidth (2)

10. Components

11. CCS Manager Login • Multi-user with different levels of security and privileges • Multi-language support

12. Web-based Management (1)

13. Web-based Management (2) • Web-based interface for location-free usage • Centralized tool that integrates all components for efficiently configuring and monitoring the call center operations • Real-time management of service level for each queue • Real-time control of key performance indicators • Monitoring agents work • Monitoring the current conversation • Real-time parameters changing • Provide the enterprise with real-time and historical reports to help measure the quality and the performance of the service provided

14. Virtual call center (1)

15. Virtual call center(2) • Distributed locations managed as one virtual call center • Each site can have one or multiple Asterisk servers • Each site can have one or multiple Recording Storage servers • Servers are configured from a single view • Visual indication on the status of each server • Capacity of load balancing Agents and Outbound calls among the servers • Monitoring disk usage of the Recording Storage servers

16. Agents Device – Starphone • Microsoft Windows fat client • Runs under Windows XP • Voip: IAX2 protocole

17. Agents Device – AheevaPhone (1) • Web-based thin client • Runs in Firefox or Internet Explorer 6 • Runs under Microsoft Windows or Linux • VoIP: IAX2 protocole

18. Agents Device – AheevaPhone (2) • Access to audio settings to select the proper audio device • The agent specifies the login ID, password, and the IP address of the host running the CCS server • Asterisk places a call to the agent’s iax2-based phone

19. Agents Device – Hardphones (1) • Agents must run the Web-based AheevaPhone toolbar • Runs in Firefox or Internet Explorer 6 • Runs under Microsoft Windows or Linux • Agents can use any hardphone, IP or analog • Asterisk must be able to place a call to the agent’s hardphone • The agent’s phone is in off-hook mode throughout the session

20. Agents Device – Hardphones (2) • The agent’s toolbar does not process any audio • The agent specifies the login ID, password, IP address of the host running the CCS server, and the extension (number) that Asterisk must dial in order to reach the agent’s phone • The extension could be an external number if the agent is working from home using a residential phone • Asterisk places a call to the agent’s phone • The agent’s answers the call and the phone remains offhook