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Oracles Telephony@Work CallCenterAnywhere Architecture Presentation


Edwin Margulies Senior Director, Product Management CRM Service Products

THIS DOCUMENT IS FOR INFORMATIONAL PURPOSES ONLY AND MAY NOT BE INCORPORATED INTO A CONTRACT. IT IS NOT A COMMITMENT TO DELIVER ANY MATERIAL, CODE, OR FUNCTIONALITY, AND SHOULD NOT BE RELIED UPON IN MAKING PURCHASING DECISIONS. THE DEVELOPMENT, RELEASE, AND TIMING OF ANY FEATURES OR FUNCTIONALITY DESCRIBED FOR ORACLE'S PRODUCTS REMAINS AT THE SOLE DISCRETION OF ORACLE. THIS IS AN INTERNAL ORACLE DOCUMENT AND NOT MEANT FOR EXTERNAL DISTRIBUTION TO CUSTOMERS.

TOPICS
Intro & Core Value Proposition Strategic Oracle Offering Tier Three / Network Zone Detail Dedicated Resources Shared Resources Telephony Servers & Softswitch Scalability & Resiliency Example Interaction Flows Tier Two / DMZ Zone Detail Tier Zero / Internet & User Zone Detail CCA Web Services Framework

Architecture Differentiators Agent Session Management Presence Management Resource Management & Skills ACD Functions & Decoupling Connection Management

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CallCenterAnywhere Introduction & Core Value Proposition

Oracles Telephony@Work CallCenterAnywhere: a Pre-Integrated Contact Center Platform

Why is it called CallCenterAnywhere?


The system takes communications FROM anywhere And routes them TO anywhere Includes core functions:
Recording of Transactions Monitoring & Supervision Real-Time Administration Real-Time System Views Network Management Presence Management

Highlights of Core Value Proposition


A strategic ORACLE offering A MULTICHANNEL communications platform A pre-integrated platform with INSTANT PROVISIONING A Sophisticated MULTI-DIMENSIONAL routing engine A scalable SoftSwitch bridging Voice over IP with PSTN A Multi-Site or Single Site ACD A self-service platform with Interactive Voice Response An OVERLAY NETWORK connecting legacy systems A CARRIER GRADE platform deployed in major telcos A quality monitoring, recording and coaching platform A modern platform with a WEB SERVICES interface

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CallCenterAnywhere A Strategic Oracle Offering

CallCenterAnywhere = CRM Extension


Contact center becomes natural extension of CRM application Delivered through all Oracle CRM applications:
Oracle E-Business Suite
Telcos & BPOs Siebel Call Center On Demand

Siebel CRM On Demand

PeopleSoft
Siebel CRM On Demand Oracle Fusion
PeopleSoft HelpDesk Telephony@Work CallCenterAnywhere Siebel CRM 7.X

Instant computer telephony integration (CTI) and multi-channel capabilities Single-vendor approach

PeopleSoft Support

Oracle E-Business Suite

Single Solution: Contact Center & CRM


Business Requirement CRM Application Oracles Telephony@Work Call Center Anywhere Platform Integrated Telephony Platform Voice Voicemail Computer Telephony Email Power Dialer Chat Fax IVR PBX PSTN/ VoIP Sales Service Marketing TeleMarketing TeleService HelpDesk

ACD

Predictive Recording/ Dialer Monitoring

Reporting

Deployment Option

Oracle On Demand Multi-Tenant

Oracle On Demand Single Tenant

On Premises

Service Provider Multi-Tenant (Outsourcer)

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Architectural Overview

Platform Integration Support


Operating Systems
Linux (Red Hat for Intel x86) Windows Solaris

Database
Oracle 9i & 10g Microsoft SQL Server 2005 SP3A

Web / J2EE Session Server


Oracle Application Server 10g Release 3 BEA Weblogic SP5 Sun Microsystems SunOne IBM Websphere 6.1 J2EE, JDBC, Java Mail, etc.

Client Browser
Internet Explorer V6 & V7 Mozilla (for Solaris) Mosaic (for Linux)

Architecture:
Driving Principles

Multi-tiered Secure Unified Scalable Resilient Open

System Architecture Overview: CCA Operates in FOUR TIERS


Tier Three Network Zone App. Servers
Application Servers File Servers Database Servers
Telephony Servers
PSTN / VOIP NETWORKS Mail Servers Reverse HTTP Proxy Servers Load Balancers J2EE-Based Web Session Servers Agents & Supervisors

Tier Two DMZ Zone Session Servers

Tier One HTTP Servers Balancing

Tier Zero Internet Zone

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Architecture Differentiators

Architecture Differentiators
Agent Session Management

Presence Management
Resource Management & Skills

ACD Functions & Decoupling


Connection Management Data Security

Agent Session Management


CallCenterAnywhere handles session management with a more universal, network-based approach Agents log on to the platform via J2EE-based web session servers with a web-aware client application Session servers may be distributed, and are typically located in tier two of a secure DMZ zone

Biggest difference with this more universal approach is the establishment of agent ubiquity

CCA Agent Session Management: Universal and Ubiquitous

Presence Management
CallCenterAnywhere uses computer-based, not phonebased presence management

Agents use soft buttons on their computer screen to establish and maintain presence information
CallCenterAnywhere by-passes uniquely local problems of each telephone system and telephone instrument by using a centralized method for signaling presence Existing phone systems becomes a simple "wire" to connect telephone calls to the agent

Traditional Presence Management


Caller PSTN
CTI Box Legacy PBX Application Gateway

Telephone Instrument or CTI / Application Gateway Used to Establish Presence

CCA Presence Management


Caller CallCenterAnywhere Overlay Network

PSTN
Legacy PBX [wire]

Application Used to Establish Presence

Resource Management & Skills


CallCenterAnywhere stores agent profiles and skills in a centralized database - anywhere in the network

Data is maintained independent of agent location


Data is also independent from specific telephone instrument This independence means the skills base does not care about agent location

If an agent possesses the requisite skills for a particular interaction that person is available, regardless of location

Traditional Resource Management


CTI Box App. Gtwy Peripheral Gateway 1 Proprietary Application collects skills data from disparate databases at each site for consolidation and processing

Legacy Switch CTI Box

Skills Data

App. Gtwy

Peripheral Gateway 2 3rd Party Application Gateway


3rd Party Network Signaling

Legacy Switch

Skills Data

CTI Box

App. Gtwy

Peripheral Gateway N

Legacy Switch

Skills Data

3rd Party Application Server

CCA Resource Management

Universal, redundant repository for agent skills

ACD Functions & Decoupling


ACD functions are completely de-coupled from any switch

ACD functions govern all media types, and not intermixed in the same physical platform of any of those media servers CCA can be partitioned - each business unit can have its own, dedicated ACD function
But each business can share common, centralized, switching CCA can also do localized, dedicated switching

Traditional ACD Bound to Local Switch

CCA Decoupled ACD

Dedicated Resources
Cust. #1 Cust. #2 Cust. #N

Shared OR Dedicated Resources

SoftSwitch SoftSwitch #1 #2

SoftSwitch #N

Connection Management
CallCenterAnywhere also uses an overlay network approach TCP/IP approach eliminates the need for outdated SS7 technology CCA eliminates need for localized intelligent peripheral gateways CCA soft switches can be centralized, localized, or a combination of the two CCA soft switches may be located anywhere a TCP/IP connection can be had and anywhere a SIP connection can be had. CallCenterAnywhere soft switches must be "in the loop" to do whisper coaching, monitoring, IVR and recording

Data Security
Communications between the network and the client applications is over HTTPS Each session requires a secure log-in and a unique session ID This means that even the call center data is secure. By default, the only data that is stored in the network, is call centerrelegated data (agents, workgroups, campaigns), NOT private customer record information. No data necessarily stored by the host that is critical, private data. If access to the private data is needed by a hosted IVR function, it is done by ay of web services over HTTPS.

CCA Data Security


Tier Three Network Zone App. Servers Tier Two DMZ Zone Session Servers Tier One HTTP Servers Balancing Tier Zero Internet Zone

Binary TCP/IP Traffic

Unique Session ID

HTTPS Security

Secure Password Logon

Application Servers Telephony Servers File Servers Database Servers

J2EE-Based Web Session Servers

Reverse HTTP Proxy Servers Load Balancers

Agents & Supervisors

Standard Authentication Features


Authentication is done over HTTPS using a user name and password that are encrypted and stored in the hosted DB Standard Authentication Features are:
Account lock-out on multiple attempts Auto-expiration aging option Password Size Forcing Alphanumeric Case Sensitivity Passwords 128 bit encrypted over networks Each user forced unique password No simultaneous logins with same user Passwords encrypted in the database

System Architecture Overview

Tier Three Network Zone App. Servers


Application Servers File Servers Database Servers Telephony Servers
PSTN / VOIP NETWORKS

Tier Two DMZ Zone Session Servers

Tier One HTTP Servers Balancing

Tier Zero Internet Zone

J2EE-Based Web Session Servers Agents & Supervisors Reverse HTTP Proxy Servers Load Balancers

Mail Servers

TRAINING MODULE 2 BEGINS HERE

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Tier Three / Network Zone Detail

Network Zone Strengths


Distributed Network Resources For Scalability Network is the Call Center Multi-Site Entry Point Unified Queue Scalable IP Bus (Network is Scalable) Real-Time Registration of New Resources Hot Backup Resiliency Dynamic Scalability to Eliminate Down-Time Multiple O/S Support

Network Zone Capacities


Application Servers
20 Companies and/or partitions per application server (master or backup)

File Servers
Using MP3, 3.6 MB / Hr. voice recording storage Avg. 16.38 KB per non-voice transcript (email or chat)

Database Servers
5.3 KB average data write per interaction in Database

Telephony Servers
Call Center Servers 250 Channels per Call Center Server 2 channels per agent/caller call MCU (Conferencing Servers) 100 Conferencing Resources Recommend 1:3 Ration of MCUs to Call Center Servers SIP Redirect Servers 400 simultaneous call set-up requests Recommend 2:8 Ratio of Redirect Servers to Call Center Servers

Tier Three / Network Zone Detail: Application Servers


Shared Resources:

Dedicated Resources:

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Shared Resources in Tier Three / Network Zone

License Server
The License Server is a shared resource The License Server has four core functions:
Company License Management System-wide License Management Network Registration Resource Status Reporting

Multiple License Servers must run on a single network in case the primary host fails.

Host Manager
The Host Manger is a shared resource

Each physical host in the Tier Three / Network Zone gets a Host Manager with the exception of the database servers The Host Manager is used to:
Storing and retrieving voice files, greetings and executables (resources). FTP used to shuttle media files to/from File Server Creates the directory structure on the host machine, and downloads all the necessary system state Library files.

Unified Messenger
The Unified Messenger is a shared resource Moves Voice Messages and Faxes via e-mail delivery Uses SMTP to transport files as attachments to agent E-mails Unified Messenger tells the Statistics Server to update the database

Lets users check voice messages over the phone


Uses POP3 to retrieve a copy of the e-mail from the E-mail server and passes it on the Call Center Unified Messenger deletes e-mail from E-mail server if caller deletes on phone

SNMP Agent
The SNMP Agent is a shared resource which makes CCA Simple Network Management Protocol (SNMP) compliant 3rd party applications may monitor the system fro real time statistics and alarms. The SNMP Agent stores and provides parameters to an SNMP client/browser

Data is defined in the TAW Management Information Base (MIB)


A single instance of the Telephony@Work SNMP Agent runs on any host that is a member of the CallCenterAnywhere network The SNMP Agent communicates with other resources via the TCP/IP Bus

TCP/IP Message Bus


The TCP/IP Message Bus is a shared resource

The TCP/IP Message Bus is the bloodstream of the system


System spawns software processes for each tenant that can live anywhere on the network. These processes collectively form the entire contact center application Designed to handle inter-process communication at scale The TCP/IP Message Bus scales easily and dynamically in order to support dynamic scalability

TCP/IP Bus: The Communication Backbone


Each Resource within a host manager domain registers itself with the license server as a master or backup when it fires up. Resources reference the Host Manager Table for its personality. Resources connect directly to the TCP/IP Message Bus and not to each other Direct Sockets are used between local busses
Host A Host B Host C

Host Manager Table in DB

TCP/IP Bus: The Communication Backbone


Web Server

Firewall

Bus 1

Bus 2

Bus 3

Bus 4

How the TCP/IP Bus Facilitates: Mirrored Hot Backup


IMServer

5 -M AG 2 E_ SY NC 7 _R M EQ 3 10 UE M ST 4

3 -M

6 -M ES SA

EQ _R NC SY K E_ G AC C_ SA M1 ES SYN E_ G

7
10

3 M 4 M

ME

SS

6-

M3

1 - CONTEXT_SYNC_REQUEST
ACDServer Master

2 - CONTEXT_SYNC_ACK

ACDServer Backup

8 - CONTEXT_INFO
9 - CONTEXT_INFO_COMPLETE

Tier Three / Network Zone Detail: File Servers


Shared Resources:

Storage Media:

MP3 Converter
The MP3 Converter is a shared resource The MP3 Converter is responsible for automatically

converting all .Wav files from the Quality Control


Tables and History tables from their original formats to MP3

Conversion process helps to reduce the amount of


storage required for these files MP3 files are easily transferred from the File Server to

Agents and Supervisors for replay

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Dedicated Resources in Tier Three / Network Zone

CTI Server
The CTI server (Computer Telephony Interface) is a dedicated resource that manages telephony resources on behalf of a company

The CTI Server maintains the knowledge about the state of telephony resources and how they are being utilized
Determines which Call Center resources a customer has access to Determines what Call Center to connect incoming and outgoing calls to for a particular agent CTI Server acts as an outbound load balancer, much like the SIP Redirect Server acts as an inbound load balancer

Internet Manager Server (IM Server)


The IM Server is a dedicated resource

Communication bridge between other CallCenterAnywhere resources and the web-aware client applications
When agents press feature buttons on their web-aware client applications, the data from that input (call hold, transfer, etc.) are passed to the web session servers in the Tier Two / DMZ Zone Manages data TO AND FROM other resources passed to agents via the Internet Manager Server Gets presence data, such as agent availability necessary for the ACD Server to do its job

ACD Server
The ACD Server is a dedicated resource ACD Server acts as a broker, determining which agent is best suited to receive an incoming interaction based on agent availability, agent skills, and service level thresholds defined with the Administration Manager. The ACD Server will:
Monitor the status of agents and users of the system Find available agents Find correct, or appropriate agents defined by their skills Find correct, or appropriate workgroups Identify where calls should go

Chat Server
The Chat Server is a dedicated resource Responsible for handling chat interactions between agents and web site visitors Link from the hosting web site and the chat object on the J2EE Session Server facilitates initial connection. The Chat Server will:
Interface with the IM Server and the ACD Server in order to find agents for Web-based chat requests Provide hard chat connections between the IM Server and agents after communicating with the ACD Server to identify available agents Maintain real-time connection between IM Server and agent

E-Mail Distributor
The E-Mail Distributor is a dedicated resource E-Mail Distributors route e-mail from an incoming project to an agent and then back to the originator At startup, the E-Mail Distributor reads the database for information about the e-mail projects and the agents. The E-Mail Distributor will:
Retrieve e-mails from 3rd party e-mail servers
Communicate with the ACD Server to find agents and users to distribute mail to Route the e-mail to the Unified Messenger in order to push mail to the agents or users mailbox Inform the IM Server to communicate to the Interaction Manager of new incoming mail.

Statistics Server
The Statistics Server is a dedicated resource. Statistics Server also acts as a gateway to the database It communicates with multiple servers across the TCP/IP bus to manages the storage of interaction data. Once an interaction is finished, the Statistics Server saves the interaction in the database. It will also:
Save agents login information in a login table Save agents status information in an agent status table Save interaction outcomes in an outcome table

Backend Persistence Management


The resources use the StatServer as proxy to the Database to minimize the number of connections The StatServer save queries on the disk for later recovery If configured, The resources will failover to a second database to read data If configured, The StatServer will write selected data to two Databases.

Schedule Server
The Schedule Server is a dedicated resource Schedule Server updates Statistics Server about changes to a specific workflow project based on a user set schedule It keeps track of, and schedules time-of-day multimedia transaction routing rules The Schedule Server is essential in allowing transactions to be routed to alternate menus, workgroups and agents all based on time-of-day rules When the Statistics Server starts up, it loads information about the projects and the schedules into memory Any changes to projects come to the Scheduler from the Stats server

Predictive Server
The Predictive Server is a dedicated resource

Predictive Server communicates with other resources via the TCP/IP bus to execute a predictive calling campaign The Predictive Server functionality can be broken down into these high-level activities: Start the Predictive Campaign Place Predictive Calls Conclude a Predictive Campaign

Tier Three / Network Zone Detail: Database Servers


Example DB Tables:

Tier Three / Network Zone Detail: Telephony Servers


Shared Resources:

Storage Media:

TRAINING MODULE 3 BEGINS HERE

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SoftSwitch Model

Telephony / Voice Resiliency: (Soft Switching) Resiliency for SoftSwith based on: SIP Redirect Server Load Balancing Redirect Server is Signalling only T@W Bus Messaging Between CC Servers Gateway Re-directs of Call Invitations

Call Center Server


The Call Center Server is a shared (telephony) resource. It performs the following functions:

Sets up and tears down telephone transactions with in soft- and hard-switching environments
Defaults to staying "in the loop" so it can...
Play out prompts and accept DTMF commands Make recordings Route voice mail and faxes to Unified Messenger Provide monitoring interface for whisper coaching

Support multi-node real-time switching across the network Track connections with a state table loaded in memory

SIP Redirect Server


SIP Redirect Server is a shared (telephony) resource Offers Formal SIP Redirect Functions

Operates as Load Balancer between Call Centers


Provides traffic balancing for virtual, multi-site implementations

Conference Server (MCU)

Conference Servers are a shared (telephony) resource


Provide intermixing of multiple RTP streams for multiparty conferencing Conference Servers work with CTI Servers and Call Center Servers

CTI Bridge
The CTI Bridge is a shared (telephony) resource Its use is limited to legacy Dialogic hard switching environments

The CTI Bridge allows timeslots to be combined across multiple physical telephony servers using ATM or Fiber bridge card technology The CTI Bridge is not used in SoftSwitch environments

CallCenterAnywhere: Soft Switch Resiliency


RTP Stream Re-Direct Call Center Server 1 MCU 1

Fwd call to CC1 @ 5062 Invite

Redirect Server A

MCU 2

Call Center Server 2 Redirect Server B VOIP Gateways

CTI Server 1

Call Center Server 3

CTI Server 2

Music Server
SIP Messaging CD, Radio, etc.

T@W IP Bus Messaging

Call Center Server 4

Voice Over Internet Protocol: Switching, Conferencing and Recording

Customer

Agent

(Typical Configuration)
IP Gateway

RTP Receive

SIP RTP Send

RTP Receive

CallCenter

RTP Send SIP

Voice Over Internet Protocol: Switching, Conferencing and Recording

Customer

Agent

(Alternate Configuration)
IP Gateway

SIP

CallCenter

CallCenter

SIP

CTI Server Role in Setting Up Conference


SIP Call [IP, Room] SIP Call [IP, Room]

Call Center Server 1 Inbound Call Notification

Call Center Server 2

CTI Server

MCU

Outbound Call Notification T@W IP Bus Messaging

Call MCU [IP, Room]

Call MCU [IP, Room]

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Tier Three / Network Zone Scalability & Resiliency

Scalability in the Tier Three Network Zone


PSTN IP Gateway Shared Resources

Network Zone

CallCenter Server

CallCenter Server

CallCenter Server

CallCenter Server

TCP/IP Bus

Conference Server

Conference Server

Conference Server

Conference Server

Dedicated Resources LAN Company 1...N Company N+1...X

Master Application Server Master Application Server Master Application Server Master Application Server

Backup Application Server Backup Application Server Backup Application Server Backup Application Server

File Server

Database

Network-Wide Scalability: Data Centers

Network-Wide Scalability: Regional Hubs

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Example Interaction Flows

How ACD Chat Works


Chat Links Automatically Created with Admin Mgr. Unlimited number of Chat Links on target site Each Chat Link automatically connects to Session Server Automated Push Pages act as music on hold Chat Links associated with projects & workgroups
Service Page Sales Page Agents Chat Server Session Server Customer Support Page

How ACD Email Works


Target email addresses linked to projects & workgroups Content Analysis & Template Matching with Admin Mgr. Initial Auto-Response can be enabled as preamble Based on confidence thresholds, emails routed/replied:
Automatically with template linked to content Semi-Automatically with suggested templates pushed to agents Manually with emails sent directly to agent without templates
Reply TO: Sales@ TO: Support@

Agents

CCA Email Distributor

Email Server

Customers

How Web Callback Works


Callback Links Automatically Created with Admin Mgr. Unlimited number of Callback Links on target site Each Callback Link automatically connects to Session Server Data from Customer-filled form contained in Interaction Object Interaction Object Data extracted to push CRM SRs Callback Links associated with projects & workgroups CRM SRs OR Sales Page Agents Apps Server Session Server Phone Call Customer Support Page

Service Page

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Tier Two / DMZ Zone Detail

Tier Two / DMZ Zone Strengths


J2EE-Based Standards-based Web Container HTTPS Security 128 bit encryption Scalability Web Servers can live anywhere (multiple sites) Resiliency Session Persistence IM Server / Session Server Refresh
Web Services Architectural Layer Real-time connectivity for 3rd party and native components Security simplified

DMZ Zone Capacities


J2EE Session Servers
Depending on Server, Up to 1,500 simultaneous sessions 500 peak simultaneous log-ins

Report Servers
20 simultaneous reports (20 threads to the database) Afterwards, reports will begin to queue.

Tier Two / DMZ Zone: J2EE Session Server Detail

Web Services Library


CCA Web Services Interpretive Layer

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Web Services Foundation

Advantages of using Web Services Model:


Security Using two-tiered HTTPS/Web Services functions Customer can write the web services to access IVR services on their own Hosted Service does not access the customer DB directly and only sees offered services A standards-based approach accelerates development for 3rd party interconnectivity

CCA Web Services Architecture


Tier Three Network Zone App. Servers
Resource 1

Tier Two DMZ Zone Session Servers


Oracle Application Server

Tier One HTTP Servers Balancing

Tier Zero Internet Zone

SOAP LIBRARY

CCA Native Interactions, Queues, Ping Handler

CCA Web Services

TCP/IP BUS Traffic

SOAP / XML CALLS

Resource N

Application File & DB & Telephony Servers Servers

J2EE-Based Web Session Servers

Mail Servers

Reverse HTTP Proxy Servers Load Balancers

CCA Web Services Framework:


Exposed Capabilities
Handles common application tasks like launching, login, and application flow Configures Oracle or customer look and feel

Defines standard reusable UI components like tables, embedded HTML browser, etc. for consistent look and feel Supports multi user sessions for applications with specific needs like load test applications

CCA Web Services Framework

Web Services & Client Platform: Application Framework


Pluggable components Plug-in access management and on-demand loading Layered architecture

Web Services & Client Platform: Service Layer


Service layer API is for server communication

Offers abstraction from web service implementation


Messaging layer processes & delegates server messages

Example: Using 3rd Party Web Services with CallCenterAnywhere IVR


CallCenterAnywhere may access private data stores that belong to the customer
Secure Web Services can be used to achieve this and do it in a secure fashion.

Example: Using Web Services With Hosted IVR


IVR Phone Calls

HTTPS Web Service Calls

Hosted IVR Telephony Servers

Hosted Session Servers

Secure HTTPS Connection

Customer HTTPS Server

Customer Web Services

Hosted DMZ Zone

Customer DMZ Zone

Local Customer Records DB

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Tier Zero / Internet & User Zone Detail

Tier Zero / Internet & User Zone Strengths


Thin Client Implementation

Eclipse-based model for clients


Framework for building client applications connecting to CallCenterAnywhere servers Remote Java based clients communicate with server using web-services Swing based applications provide high performance, responsive, and appealing interface

User Zone Client Layers:


High Level View
Tier Two DMZ Zone Session Servers Tier One HTTP Servers Balancing

Tier Zero Internet Zone

J2EE-Based Web Session Servers

SOAP / XML CALLS

Mail Servers

Reverse HTTP Proxy Servers Load Balancers

Agents & Supervisors

IN REVIEW
Intro & Core Value Proposition Strategic Oracle Offering Tier Three / Network Zone Detail Dedicated Resources Shared Resources Telephony Servers & SoftSwitch Scalability & Resiliency Example Interaction Flows Tier Two / DMZ Zone Detail Tier Zero / Internet & User Zone Detail CCA Web Services Framework

Architecture Differentiators Agent Session Management Presence Management Resource Management & Skills ACD Functions & Decoupling Connection Management

INTERNAL USE ONLY ORACLE CONFIDENTIAL MATERIAL