Design & Development

Aheeva Education & Certification Services

© 2000-2007 Aheeva Technology. All rights reserved

Aheeva CCS
Architecture

© 2000-2007 Aheeva Technology. All rights reserved

1
 Architecture – single-site (1)

WAN/Internet PSTN

T1/E1
VoIP

Aheeva CCS Tomcat MySQL Recording Encryption Asterisk

Storage Server

LAN

Manager
Agents with Agents with Central facility
IAX2 Softphones Hardphones with local Call Center

© 2000-2007 Aheeva Technology. All rights reserved

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

Inbound only with Aheeva’s softphone ~120 agents per server

Outbound only with Aheeva’s softphone ~60 agents per server

‰ 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

© 2000-2007 Aheeva Technology. All rights reserved

2
 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

© 2000-2007 Aheeva Technology. All rights reserved

Architecture – multi-site (1)

T1/E1

© 2000-2007 Aheeva Technology. All rights reserved

3
 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

© 2000-2007 Aheeva Technology. All rights reserved

Inter-sites bandwidth

‰ http://www.asteriskguru.com/tools/bandwidth_calculator.php

© 2000-2007 Aheeva Technology. All rights reserved

4
 Inter-sites bandwidth (2)
1 Call
Codec \ Protocol SIP IAX2 IAX2 Trunked
G.711 (64 Kbps) 159.26 Kbps 153 Kbps 157.68 Kbps
iLBC (15.20 Kbps) 61.66 Kbps 55.4 Kbps 60.08 Kbps
G.729A (8 Kbps) 47.26 Kbps 41 Kbps 45.68 Kbps

10 Call
Codec \ Protocol SIP IAX2 IAX2 Trunked
G.711 (64 Kbps) 1592.5 Kbps 1530 Kbps 1309.68 Kbps
iLBC (15.20 Kbps) 616.5 Kbps 554 Kbps 333.68 Kbps
G.729A (8 Kbps) 472.5 Kbps 410 Kbps 189.68 Kbps

100 Call
Codec \ Protocol SIP IAX2 IAX2 Trunked
G.711 (64 Kbps) 15925 Kbps 15300 Kbps 12829.68 Kbps
iLBC (15.20 Kbps) 6165 Kbps 5540 Kbps 3069.68 Kbps
G.729A (8 Kbps) 4725 Kbps 4100 Kbps 1629.68 Kbps

© 2000-2007 Aheeva Technology. All rights reserved

Components

© 2000-2007 Aheeva Technology. All rights reserved

5
 CCS Manager Login

‰ Multi-user with different levels of security and privileges

‰ Multi-language support

© 2000-2007 Aheeva Technology. All rights reserved

Web-based Management (1)

© 2000-2007 Aheeva Technology. All rights reserved

6
 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

© 2000-2007 Aheeva Technology. All rights reserved

Virtual call center (1)

© 2000-2007 Aheeva Technology. All rights reserved

7
 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

© 2000-2007 Aheeva Technology. All rights reserved

Agents Device – Starphone

‰Microsoft Windows fat client

‰Runs under Windows XP
‰Voip: IAX2 protocole

© 2000-2007 Aheeva Technology. All rights reserved

8
 Agents Device – AheevaPhone (1)

‰Web-based thin client

‰Runs in Firefox or Internet Explorer 6
‰Runs under Microsoft Windows or Linux
‰VoIP: IAX2 protocole

© 2000-2007 Aheeva Technology. All rights reserved

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

© 2000-2007 Aheeva Technology. All rights reserved

9
 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

© 2000-2007 Aheeva Technology. All rights reserved

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

© 2000-2007 Aheeva Technology. All rights reserved

10