GSN Cloud Contact Centre Availability and DR Datasheet...Reference: GSN Cloud Contact Centre...

1 GSN Cloud Contact Centre Availability and DR Datasheet © Global Speech Networks – Commercial in

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GSN Cloud Contact Centre Availability and DR Datasheet

Commercial in Confidence

Reference: GSN Cloud Contact Centre

Availability and DR Datasheet

Version: 1.1

Global Speech Networks Pty Ltd

Level 8, 636 St Kilda Road

Melbourne, Victoria 3004

+61 3 9015 2555 | www.gsn.com.au


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Legal Notice

The content of this document is proprietary information, and is the intellectual

property of Global Speech Networks Pty Ltd (GSN), and must not be used in any

manner without the prior approval of GSN.

The GSN name and Trademark logo must not be removed from this document

without the prior written permission of GSN. Should permission be granted, then it is

mandatory that GSN must still be acknowledged as the author.

This document is strictly Commercial in Confidence and must not be made

available in any format to any organisation, group or individual, other than those

identified in the covering letter.

© Global Speech Networks 2015

Document Identification

Document name or identification GSN Cloud Contact Centre Availability and DR Datasheet

Version number 1.1

Copy number Universal – All hardcopies are uncontrolled

Release Authority Max Lipovetsky

Release Name Final

Date of issue

Change History

The Release Authority approves this document for release. The approval process is

traceable to an actual signature or email. A version number is applied to the initial

release issue of this document and to each released change thereafter. The

version number of this document is incremented with each change and the entire

document is reissued as tabulated below.

The Release Names are, sequentially: Draft, Release, Approved, Revised.

Version Action Amendment Issue Date Modified by (Name)

1.0 Initial Release 25/01/2015 Max Lipovetsky

1.1 1st Revision 24/02/2015 Steve Duke

Amendment procedure

All recipients of copies of this document must receive amendments when released.


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Table of Contents

1. Introduction 4

2. Availability Risk Assessment 6

2.1 Customer Site 6

2.2 Network Edge Layer 6

2.3 GSN Physical Environment 7

2.4 GSN Infrastructure Layer 8

2.5 Carrier Layer 9

2.6 Application Layer 9

3. Disaster Recovery 10

3.1 Overview 10

3.2 Impact to Real Time Systems in a Disaster 10

3.3 Impact to Non Real Time Systems in a Disaster 11

4. High Availability 12

4.1 Overview 12

4.2 Impact to Real Time Systems 12

4.3 Impact to Non Real Time Systems 12

4.4 Impact of Bring Your Own Trunks 13

5. High Availability Instant 14

5.1 Overview 14

5.2 Impact to Real Time Systems 14



6. High Availability Instant Plus Zero Loss 15



7. Alternate DR Mitigation Approaches 16

7.1 Emergency Messaging 16

7.2 GSN Mobile Connect for Voice 16

7.3 Intelligent Network Overflow 17

7.4 GSN Internet Connect for Non Voice Interactions 17

7.5 GSN Group Voicemail 17


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1. Introduction

The purpose of this document is to provide clients (and potential clients) with a

high level perspective of the approach, framework practices and systems that

GSN has developed for establishing and maintaining the levels of solution

availability required for delivery of Cloud Contact Centre (‘CCC’) services.

This document has been prepared specifically for use by:

Domain / Enterprise Architects

Security Specialists

System Integrators

IP Networks Design & Build specialists

This document assumes the reader has reasonable familiarity with concepts in

Telephony, Computer Telephony Integration and Voice over IP.

GSN have developed four distinct availability approaches that incorporate best

practice designs for the provision of enterprise cloud services, whilst recognising

that the balance between cost, availability and functionality is not the same for all

customers. Although GSN has capability to support availability approaches other

than those listed, these four approaches incorporate the most common and

generally the most effective approaches.

The following availability types are offered:

Availability

Type

Description Real-Time

Return to

Operation

Drill

Frequency

1. High

Availability

Instant + Zero

Loss

Dual PoP – Active / Active mirrored

In the instance that a customer link fails or

a GSN PoP becomes unavailable, failover

occurs within a time period where

already-in-progress real-time agent &

customer interactions are able to

continue.

Non-real time systems experience near zero

data loss with call recording and historic

data replicated geographically in (or near)

real time.

< 10 Seconds Quarterly

2. High

Availability

Instant

Dual PoP – Active / Active replicated


a GSN PoP becomes unavailable, failover

< 10 Seconds 6 Monthly


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occurs within a time period where

already-in-progress real-time agent &

customer interactions are able to

continue; however, non-real time systems

may be more significantly impacted

3. High

Availability

Dual PoP – Hot Standby


a GSN PoP becomes unavailable failover

occurs such that already-in-progress real-

time agent & customer interactions are

dropped but new interactions are able to

continue within one minute

< 1 Minute Annual

4. Disaster

Recovery

Dual PoP – Warm Standby

Services can be restored after a period of

time

< 1 Hour

< 4 Hours for

PoP Disasters

The availability option that can be selected is dependent on the GSN CCC

Platform Edition and the network connectivity approach. The following table

provides information about the possible combinations.

Foundation Edition Optimise

Edition

CX

Edition

GSN Direct Connect Disaster Recovery Disaster Recovery Disaster Recovery

GSN Dual Direct

Connect

✗ High Availability High Availability Instant

High Availability Instant

+ Zero Loss

Megaport Disaster Recovery High Availability High Availability Instant


+ Zero Loss

Extended Customer

WAN

✗ ✗ High Availability Instant


+ Zero Loss


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2. Availability Risk Assessment

In order to construct the optimum availability options for the Cloud Contact

Centre, GSN undertook a detailed risk assessment. The summary of this assessment

is shown below and provides insights in to multiple levels of redundancy within the

GSN CCC platform.

2.1 Customer Site

Whilst specific events and issues at the customer site are outside the scope of

Service Level Agreements from GSN there are multiple approaches that can be

taken to maximizing the availability human resource element.

Event Likelihood Impact /

Duration

Available Impact Mitigation Steps

Fire / Evacuation

Drill

High Unavailable

for 30 Minutes Alternate contact centre site

Evacuation flags in routing

strategy to provide customer

friendly messaging

Co-ordination of drills to minimise

impact

GSN Mobile Connect for Voice

Services

GSN Internet Connect for

Webchat

GSN Group Voicemail

Severe damage

to building such

as flood or fire

Very Low Unavailable

for Days to

Months

GSN Disaster Recovery

GSN Mobile Connect for Voice

Services

2.2 Network Edge Layer

A detailed analysis of the GSN and Customer network Edge layer is addressed in

the GSN CCC Network Connectivity Datasheet document.


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2.3 GSN Physical Environment

All GSN services are provided from minimum Tier 3 data centre environments within

Melbourne CBD and Sydney CBD locations.


Duration

Implemented Impact

Mitigation Steps

Mains Power

Failure

High High UPS Systems are in

place

Backup Generators with

minimum 1 week onsite

diesel storage and

contracts for further fuel

delivery.

Data Centre

Power distribution

failure

Low High Independent power

distribution feeds in

each rack.

All systems with dual

power supplies plugged

in to power rails fed by

alternate feeds

Fire Low High VESDA for detection

Inert gas based fire

suppression systems

DR Site with cross site

data replication

Flood Low High Data centre locations

not flood prone

Elevation above street

level

DR Site with cross site

data replication

Heating /

Cooling

Low Medium Multiple redundant

cooling units


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2.4 GSN Infrastructure Layer

All GSN infrastructure is provided by Tier 1 vendors including IBM, Dell, Cisco, EMC,

NetApp.


Duration

Implemented Impact

Mitigation Steps

Physical

Equipment

Failure

High Low No single point of failure

in server, network or

storage equipment.

Maintenance contracts

with equipment

suppliers

Extensive use of

virtualisation technology

Firmware /

Software failure

Low Medium Testing, Change control

and release

management process

Maintenance and

support contracts from

vendors

Multiple redundant

systems

Storage

Subsystem failure

Low High Multiple redundant

storage systems

Site diversity with cross

site replication

Tiered storage for

diverse uses

Network

Switching Fabric

failure (software /

cabling)

Low High Multiple redundant

paths with no single

point of failure

Extensive use of

virtualisation technology

Internal inter-site

Networks

Low High N+2 intersite networks

from diverse providers


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2.5 Carrier Layer

All GSN Carriage services are from Tier 1 vendors including AAPT and Optus.


Duration

Implemented Impact

Mitigation Steps

Voice Trunk

Failure

Low High Multiple trunks from

Telcos

Multiple termination /

edge devices for

delivery in diverse sites

Multiple carrier partners

with diverse services

and paths

Intelligent Network

Overflow

2.6 Application Layer

All GSN applications are from Tier 1 vendors including Genesys, Oracle and

Microsoft.


Duration

Implemented Impact

Mitigation Steps

Host Physical

Equipment Failure

High Low Extensive use of

virtualisation

technology

Process Failure High Medium All key process can be

configured for

immediate stateful

failover

Maintenance and

support contracts from

all vendors

Misconfiguration Medium Medium Extensive testing,

change management

and release


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management

processes

3. Disaster Recovery

3.1 Overview

The Disaster Recovery option is GSN’s based offering for availability and provides

an effective mitigation strategy for disasters that may impact a GSN Point of

Presence.

A disaster is declared when GSN services become unavailable for more than two

hours. At this point customers that have the Disaster Recovery availability

approach will begin to have systems transferred to the alternate GSN Point of

Presence

Whilst GSN Disaster Recovery may not suit all businesses, when it is combined with

the alternate service recovery options (see Section 7) a powerful and cost

effective solution can be provided.

3.2 Impact to Real Time Systems in a Disaster

The table below provides an overview of the customer and agent experience in

the instance of a disaster.

Interaction Type Impact to In-Progress

Interactions

Impact to Post Event

Interactions

Inbound / Outbound

Calls

Dropped Restore after 4 Hours

Web chat Dropped Restore after 4 Hours

Email Delayed Restore after 4 Hours

Social Delayed Restore after 4 Hours

The table below provides an overview of the service restoration targets in the

instance of a critical event that impacts real time

Interaction Type Service Restoration Target

Inbound / Outbound

Calls

1 Hour


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Web chat 1 Hour

Email 1 Hour

Social 1 Hour

3.3 Impact to Non Real Time Systems in a Disaster

Non real time systems are heavily protected within the High Availability Plus

approach.

Data Type Restore Time

Objective

Restore Point

Objective

Comments

Configuration Data 4 Hours 15 minutes

Historic Reporting 4 Hours 4 Hours User re-login

required

Call Recording 4 Hours 1 Day

Call Recording

Access

4 Hours 1 Day User re-login

required

Workforce

Management Data

4 Hours 1 Day User re-login

required


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4. High Availability

4.1 Overview

The High Availability option is designed to provide complete solution resilience,

such that failure in any GSN provided component (or in fact an entire site) can

allow new interactions to continue almost immediately.

4.2 Impact to Real Time Systems


the instance of service impacting event. With High Availability there is no distinction

between disasters at a GSN PoP and any other real-time service impacting event,

as the High Availability approach provides a large degree of protection for both.


Interactions


Interactions

Inbound / Outbound

Calls

Dropped No impact after 1 Minute

Web chat < 10 Seconds No impact after 1 Minute

Email No Impact No Impact

Social No Impact No Impact

4.3 Impact to Non Real Time Systems


approach.


Objective

Restore Point

Objective

Comments

Configuration Data < 30 Minutes 15 minutes

Historic Reporting < 60 Minute 4 Hours User re-login

required

Call Recording < 1 Minute 4 hours


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Call Recording

Access

<4 hours 4 hours User re-login

required

Workforce

Management Data

<4 hours 4 hours User re-login

required

4.4 Impact of Bring Your Own Trunks

Where customers BYOT, the trunk provision is excluded from SLA calculations;

however, failover can still be readily be achieved by utilising the following

approach:

From a customer configuration perspective no additional configuration or setup

(other than standard BYOT) is required. The SIP Trunk is established to the GSN

Service IP Address and this is also the address where RTP is sent. In the instance of

failure within the GSN network GSN edge security devices provide stateful failover

across geographies and calls in progress can simply continue.


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5. High Availability Instant

5.1 Overview

High Availability Instant option is designed to provide complete solution resilience

such that failure in any GSN provided component (or in fact an entire site) does

not result in real time interruptions being dropped.

5.2 Impact to Real Time Systems


the instance of service impacting event. With High Availability Instant there is no

distinction between disasters at a GSN PoP and any other real-time service

impacting event, as the High Availability approach provides a large degree of

protection for both.


Interactions


Interactions

Inbound / Outbound

Calls

< 10 Seconds Silence No impact after 10

Seconds

Web chat < 10 Seconds No impact after 10

Seconds





approach.


Objective

Restore Point

Objective

Comments

Configuration Data < 1 Minute 15 minutes

Historic Reporting < 1 Minute 30 minutes User re-login

required

Call Recording < 20 Seconds 1 hour In progress call

recording is


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restarted at new

geography.

Call Recording

Access

1 Minute 1 hour User re-login

required

Workforce

Management Data

< 1 Minute 1 hour User re-login

required


There is no impact as per High Availability approach.

6. High Availability Instant Plus Zero

Loss

High Availability Instant Plus Zero Loss builds on the High Availability approach by

ensuring cross-site data is effectively near real time. Call recording is further

enhanced to simultaneously record streams in both geographies therefore

ensuring significantly enhanced availability.


Interactions


Interactions

Inbound / Outbound Calls < 10 Seconds Silence No impact after 10 Seconds

Web chat < 10 Seconds No impact after 10 Seconds





approach.


Objective

Restore Point

Objective

Comments


Confidence

Configuration Data < 1 Minute 1 minute

Historic Reporting < 1 Minute 1 minute User re-login

required

Call Recording < 20 Seconds 1 minute In progress call

recording is

restarted at new

geography.

Call Recording Access 1 Minute 1 minute User re-login

required

Workforce Management Data < 1 Minute 1 minute User re-login

required


There is no impact as per High Availability approach.

7. Alternate DR Mitigation

Approaches

There are multiple application level options available that can significantly reduce

the impact of a disaster when utilising the GSN Disaster Recovery option.

7.1 Emergency Messaging

Emergency messaging can be applied to specific inbound numbers to provide

further information to customers such as an ETA to the outage or alternate contact

arrangements. Emergency messaging can be managed through the GSN

Management Portal.

7.2 GSN Mobile Connect for Voice

GSN Mobile Connect for Voice enables a default call routing and delivery solution

that sends contact centre calls to a pre-defined list of mobile phones. The mobile

phone list is managed through the GSN Management Portal and can contain up

to 30 telephone numbers to which calls will be delivered in a round robin fashion.

The solution is activated the GSN Management Portal and does not require any

form of mobile data connectivity to function.

The solution is an effective response for short duration disasters for small to medium

sized contact centres.


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7.3 Intelligent Network Overflow

Where Toll Free or other Intelligent Network numbers are utilised alternate call

routing on No Answer and Busy can be configured to forward inbound calls to

alternate destinations including disaster recovery sites or external outsourced call

centres.

7.4 GSN Internet Connect for Non Voice Interactions

Customers using non-voice channels such as Email and Web Chat can utilise

internet based connectivity (rather than dedicated links) to access the GSN CCC

from any location. Internet based access is manually activated in the instance of a

disaster for nominated customers and solutions.

7.5 GSN Group Voicemail

GSN Group Voicemail provides a voicemail box to which callers can be directed if

a disaster occurs. The voicemail is delivered by email and can be managed as a

workflow for customer return calls from any location with internet access. GSN

Group Voicemail is activated from within the GSN Management Portal.

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