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Base Service: Performs system boot and shutdown operations; maintains global system state (running, idle, suspending); supplies component locations.
Databases / SQL Server Cluster: All relevant system information and data is kept in a SQL Server database cluster. OneContact supports an enterprise client hosting model; this allows telecommunications operators for example, to offer a Contact Center hardware and software infrastructure as a network service.
There are 4 types of database in OneContact:
? System: this database stores system-wide configuration parameters and status information on OneContact instances.
? Provisioning: stores information on users, agents, services and real-time information on a contact center instance?s activity.
? Logging: records every relevant event that occurs in a OneContact instance (agents, services, interactions, sessions?).
? Reporting: stores consolidated reports for a contact center instance.
The system database is shared by all contact center instances; the remaining three are created and managed on a per client/instance basis.
OneAgent: OneAgent is OneContact?s agent application. OneAgent includes a SIP soft phone, allowing the application to act as a SIP endpoint for different media (audio, video, instant messaging?). The application provides full call control capabilities (dial, answer, hang-up, hold, retrieve, extend, transfer, alternate, conference) for every media type.
OneAgent is based on Microsoft .NET standard technology, allowing for easy integration with third party applications such as CRM and other existing corporate systems.
OneXML Microsoft Visio Plug-in: The Visio plug-in provides a graphical interface for script definition. Routing scripts are designed in flowcharts using Microsoft Visio. Script design can thus be defined by a user with no programming skills. The Visio flowchart is used as the source to automatically generate the OneXML scripts that implement the required logic. OneXML scripts are easily uploaded to the server.
OneDeployer: OneContact makes it easy to deploy software changes to the agent seats. The OneDeployer application publishes updates for OneAgent binaries, content and configuration files in a centralized location. OneAgent then uses its automatic updates feature to download and apply these updates.
Media Server: The Media server allows for media file playback (audio or video) of welcome messages, announcements and music on hold. This component is capable of collecting DTMFs allowing for the creation of audio or video menus for IVR interactions. OnePark is the OneContact component that provides this functionality.
OneContact integrates with the HP OpenCall Media Platform (OCMP) which allows for more complex media server integration scenarios such as ASR, TTS, and the use of VXML and CCXML scripts.
Third Party Corporate Systems Integration: OneContact integrates with a broad variety of third-party systems, allowing enterprises to use existing systems in contact center related business processes.
Existing corporate systems can be integrated into OneAgent?s Agent Scripts; all that is required is the URL of a web page hosted in a web server that supplies all the required information. The OneContact SDK can be used to develop web pages that retrieve data from existing systems (ERP, CRM, Databases, etc.) and use it to contextualize contact center interactions.
Proxy Database / SIP Proxy: OneProxy includes the SIP Proxy, Registrar, Redirect and Location functionalities in a single server application. It is the SIP interface for inbound and outbound interactions for all system components. This module has its own dedicated database, where all of its configuration and provisioning information is stored. OneProxy is implemented according to the SIP standard defined in RFC3261.
OneProxy can be configured using a web application interface, which allows you to configure routing rules for incoming and outgoing calls. These rules are fully customizable and can be based on a call?s DNIS, or generic regular expressions.
Media Gateways: Voice gateway for GSM and PSTN networks, video gateway for the UMTS network. The Media Gateway should be SIP compliant (SIP2.0 RFC3261, SDP RFC2327, RTP RFC3550).
Contact Loading Webservices: Outbound campaigns can make full use of an external contacts database, integrating OneContact with external CRM systems. This integration is achieved using Web Services that implement a well-known interface defined by OneContact.
Supervisors: Supervisor is the person in charge of a group of agents. He is responsible for assigning agents and teams to services, defining agent skills and monitoring their performance. Supervisors, Business administrators and System administrators are eligible to access web applications that allow them to remotely manage the contact center operations
3rd Party Reporting Tools: OneContact provides an open database structure, enabling the creation of customized reports using third-party reporting tools such as Microsoft SQL Reporting services or Business Objects.
MS Exchange Server : E-mail interactions are handled seamlessly by OneContact by integrating with an external Microsoft Exchange server. E-mails are distributed to agents running the OneAgent application just like telephony interactions, making full use of a unified queue for all media types.
Timer Service: Provides timer management for OneContact stateless system components.
Call Control B2B UA: Performs third party call control using the SIP Back2Back User Agent concept.
Intelligent Router ACD: Manages service queues and distributes incoming interactions, based on several routing algorithms: skill based routing, agent idle time, call waiting time, etc.
Script Engine: Launches and controls routing scripts, providing script logic and configuration caching.
Outbound List Management: Manages outbound campaigns, contact loading and execution (dialing in preview, power, and predictive mode).
Notifier: The Notifier component delivers notifications, generated by OneContact components, to the components that subscribe them.
Mail Control: Manages e-mail interactions using an external Microsoft Exchange server.
Trace: Provides tracing facilities for all system components: configuration logging, error reporting, etc.
Statistics Service: Provides access to contact center statistics information.
Server Manager: This component manages agents, services and sessions.
Logging: Records all relevant contact center events generated by the system (e.g. interactions cradle-to-grave logging).
Storage: All data, scripts and media files can be stored in redundant disk storage (e.g. SAN ? Storage Array Network)
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