Post on 29-Jan-2016
LiveOps Instant Business Continuity
Presented By: Robert Constantine
A true cloud architecture should:
- Have multiple points of entry and multiple points of exit for all traffic; both voice and data - Have no single points of failure and have multiple active data centers running in
concurrence
- Not require any hardware or software to be implemented onsite
- Be based on Open Standards and provide multiple connectivity options
- Have out of the box system resiliency and be highly available
- Provide localized global access to users and end customers
- Provide features and upgrades at no cost and with no downtime
- Allow for payment based on consumption, not licensed for maximum usage requirements
What is the definition of a “Cloud” based Architecture?
3
Global Connectivity and Features
© 2014 LiveOps, Inc
NevadaData Center
New YorkData Center
LondonEMEA PoP 1
SingaporeAPAC PoP 1
SydneyAPAC PoP 2
AmsterdamEMEA PoP 2
US Data Center- Core Telephony Signaling- Non PoP affiliated Media Servers / Recording Storage and Access- Reporting/Billing- Web Applications - APIs/Integration
Voice Point of Presence (PoP)- Regional Telephony and Call Routing- Regional Call Recording Storage- Regional Recording Access
EMEA PoP VPN
APAC PoP VPN
Resilience
Copyright © 2014 LiveOps, Inc. Private and Confidential 4
The LiveOps solution is designed with no single points of failure in its data center architecture. Redundancy is implemented on a component level across network devices and multiple pools of servers. Each LiveOps data center minimally employs redundant: - Power generation, N+1 power and cooling - Active-active data center strategies for telephony circuits within and across carriers as well as internet circuits with diverse carriers
Data Center StrategyLiveOps maintains an active-active data centers strategy meaning that both centers are capable of routing calls with automated failover through route plans and carrier advanced features. LiveOps has deployed F5’s Global Traffic Manager (GTM) for application resiliency. Tape backups are also stored off-site in contracted secure disaster resistant facilities. Testing of data restoration is conducted periodically. Telephony RedundancyTelephony redundancy across data centers is achieved through route plans and carrier advanced features which support alternate destination routing. Route plans and carrier features provide real time failover of calls in the event of full or unavailable circuits and ensure delivery of calls across locations. Regular capacity reviews are conducted to ensure sufficient capacity per carrier to recover from any circuit or data center failure.
1 - Agent connects to LiveOps Platform using web browser. Phone panel connects to Presence Server using persistent TCP connection. Presence server loads agent attributes from Local Data Store.
9 – If no agent available Call Manager places caller in Queue IVR. On agent availability, Call Manager chooses best available agent. Notification and screen pop delivered to agent via Presence Server connection.
3 – IVR or Enterprise Routing Engine send call data to LiveOps Transfer Data Service. TDS returns TFN for transfer.
4 – Call transferred by premise equipment to LiveOps. Call terminates at LiveOps Media Gateway which translates signaling to SIP and voice to RTP G.711. Incoming call load balanced by SIP Proxy to an available Call Manager.
5 – Call Manager establishes conference through Media Server. Media Server is responsible for managing RTP legs, mixing audio, and recording call to disk.
6 – Call Manager loads Campaign configuration based on DNIS from Local Data Store and attached data using DNIS/ANI pair from TDS.
7 – Call Manager connects to LiveOps IVR server for messaging, caller segmentation, etc. Media Server for IVR plays prompts, records, detects & generates DTMF.
10 – Call Manager establishes new call leg to agent. Agent leg is placed into Media Server conference. Agent can use Phone Panel for call control.
8 – Call Manager uses multicast protocol to perform distributed agent search. Presence Servers respond with best agent based on availability and Pool membership. Tunnel allows search across multiple data centers.
11 – On call completion, call recordings are transcoded and transferred to permanent storage. Call detail record is moved to Data Management System for warehousing and reporting.
2 – Customer dials TFN and is connected to a hosted or customer premise IVR or a customer premise Enterprise Routing Engine (Cisco, Genesys, etc.).
Telephony Platform: Lifecycle of a Call
Copyright © 2014 LiveOps, Inc. Private and Confidential 5
TraditionalTDM Carriers
AdvancedIP Carriers
LeasedIP Networks
VVVVMedia
Gateway
SIP Proxy
Media Server
Media Server
Call Manager IVRServer
PresenceServer
Tunnel
SafeNet
Dubber
Call RecordingStorage
Data Management System
Local Data Store
Hosted or Premise IVR
Transfer DataService
Customer
Enterprise RoutingEngine
Agent
Web Applications
TDMSIP
RTPMulticast
Data
Web/Presence
EncryptedSessionData
Session IDANIDN
EncryptedSessionData Session ID
ANIDNSession Data
Session IDANIDNSession Data
VPN
Global Voice PoPs
Copyright © 2014 LiveOps, Inc. Private and Confidential 6
TraditionalTDM Carriers
AdvancedIP Carriers
LeasedIP Networks
VVVV
Media Gateway
SIP Proxy Call Manager IVR Server
PresenceServer
Recycler
DubberCall Recording
Storage
Data Management System
Local Data Store
Customer
Agent
Web Applications
TDMSIP
RTPData
Web/Presence
US Data Center
International PoP
Media Server
Media Server
Local Data Store
MGCP
Recording Access via
Web
Playback App
Live Dashboards
SafeNet
Separation of Metadata from Call Data
• LiveOps Core Infrastructure Separates Signalling (SIP) from Media (RTP)
– SIP is used at core to support global agent selection, routing and other services such as dashboards
– RTP is localized and maintained within region to ensure data sovereignty requirements are met.
• Customer to Agent calls within geographical region remain within that region• Call Recording Transcoding, Encryption and Storage remains within geography• Localized playback infrastructure (web application tier to provide end-user access)
improves end user application performance
LiveOps Contact Center PlatformMission-Critical On-Demand Platform
On-Demand Platform Advanced capabilities in the
hands of Business users
Software-as-a-Service Zero premise footprint,
immediate provisioning, seamless upgrades
Enterprise Grade High Availability, massive
scale, multi-layer security
Completely Integrated Suite Thin-Client user interface with
complete visibility and control
8© 2014 LiveOps, Inc. - Confidential
Question and Answer time!