Call Center Anywhere Architecture

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Oracle’s Telephony@Work CallCenterAnywhereArchitecture PresentationEdwin MarguliesSenior Director, Product ManagementCRM 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

• Architecture Differentiators

• Agent Session Management

• Presence Management

• Resource Management & Skills

• ACD Functions & Decoupling

• Connection Management

• 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


CallCenterAnywhere Introduction & Core Value Proposition

Oracle’s 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


CallCenterAnywhereA Strategic Oracle Offering

CallCenterAnywhere = CRM Extension

Telephony@WorkCallCenterAnywhere

SiebelCall CenterOn Demand

Siebel CRM On Demand

PeopleSoftSupport

OracleE-Business

Suite

Siebel CRM7.X

PeopleSoftHelpDesk

Contact center becomes natural extension of CRM application

Delivered through all Oracle CRM applications:

•Oracle E-Business Suite

•PeopleSoft

•Siebel

•CRM On Demand

•Oracle Fusion

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

Single-vendor approach

Telcos&

BPOs

Single Solution: Contact Center & CRM

ServiceSalesTele-

ServiceMarketing

Tele-Marketing

HelpDesk

ACD

Voice

Oracle On DemandMulti-Tenant

OracleOn Demand

Single Tenant

On PremisesService Provider

Multi-Tenant(Outsourcer)

Oracle’s Telephony@Work Call Center Anywhere PlatformIntegratedTelephonyPlatform

CRMApplication

BusinessRequirement

DeploymentOption

Voicemail Email IVRFaxChat PBX

Computer Telephony

PredictiveDialer

PowerDialer

Recording/Monitoring

ReportingPSTN/VoIP


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

J2EE-BasedWeb SessionServers

Agents & Supervisors

Reverse HTTP Proxy ServersLoad Balancers

Tier ZeroInternet Zone

Tier OneHTTP Servers Balancing

Tier TwoDMZ ZoneSessionServers

Tier ThreeNetwork ZoneApp. Servers

ApplicationServers

FileServers

DatabaseServers

TelephonyServers

MailServers

PSTN / VOIPNETWORKS


ArchitectureDifferentiators

Architecture Differentiators






• 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 phone-based 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

LegacyPBX

PSTN

Telephone Instrument or CTI / Application Gateway Used

to Establish Presence

CTI Box Application Gateway

CCA Presence Management

CallCenterAnywhereOverlay Network

LegacyPBX

[wire]

PSTN

Caller

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

Proprietary Application collects skills data from

disparate databases at each site for consolidation and

processing…

CTI Box App. Gtwy

LegacySwitch

SkillsData

CTI Box App. Gtwy

LegacySwitch

SkillsData

CTI Box App. Gtwy

LegacySwitch

SkillsData

PeripheralGateway 1

PeripheralGateway 2

PeripheralGateway N

3rd PartyApplicationGateway

3rd PartyNetworkSignaling

3rd PartyApplicationServer

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

Cust. #1 Cust. #2 Cust. #N

Dedicated Resources

SoftSwitch #1

SoftSwitch #2

SoftSwitch #N

Shared OR Dedicated Resources

CCA Decoupled ACD

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 center-relegated 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.

Application ServersTelephony ServersFile ServersDatabase Servers




CCA Data Security





BinaryTCP/IPTraffic

SecurePasswordLogon

UniqueSession ID

HTTPSSecurity 1234

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








ApplicationServers

FileServers

DatabaseServers

TelephonyServers

MailServers

PSTN / VOIPNETWORKS

TRAINING MODULE 2 BEGINS HERE


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:


Shared Resourcesin 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

•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 Message Bus

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 ManagerTable in DB

Host AHost BHost C

Bus 1

Bus 3

Bus 2

Bus 4

Web Server

Firewall

TCP/IP Bus:The Communication Backbone

ACDServerMaster

ACDServerBackup

IMServer

M3

1 - CONTEXT_SYNC_REQUEST

2 - CONTEXT_SYNC_ACK

8 - CONTEXT_INFO

9 - CONTEXT_INFO_COMPLETE

How the TCP/IP Bus Facilitates: Mirrored Hot Backup

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


Dedicated Resourcesin 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


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

MCU 1

CTIServer 1

MusicServer

CallCenterServer

1

SIP MessagingCD, Radio, etc.

VOIP Gateways

RedirectServer

A

RedirectServer

B

CallCenterServer

2

CallCenterServer

3

CallCenterServer

4

MCU 2

CTIServer 2

Invite

Fwd call to CC1 @ 5062

Re-Direct

T@W IP Bus Messaging

Resources

Available

RTP Stream

Customer Agent

RT

P R

ecei

v e

RT

P S

end

RT

P S

end

RT

P R

ecei

ve

CallCenter

IP Gateway

SIP

SIP

Voice Over Internet Protocol:Switching, Conferencing and Recording

(Typical Configuration)

Customer Agent

CallCenter

IP Gateway

SI P

CallCenter

SI P

(Alternate Configuration)

Voice Over Internet Protocol:Switching, Conferencing and Recording

CTI Server Role in Setting Up Conference

CallCenterServer

1

CallCenterServer

2

CTIServer

MCU

Inbound Call Notification

Outbound Call Notification

Call MCU [IP, Room]

Call MCU [IP, Room]

T@W IP Bus Messaging

SIP Call [IP, Room]

SIP Call [IP, Room]


Tier Three / Network Zone Scalability & Resiliency

Scalability in the Tier Three Network ZonePSTN

Network Zone

LAN

IP GatewayT

CP

/IP B

us

CallCenter Server

Conference Server

Master Application Server

Backup Application Server

CallCenter Server

Conference Server



CallCenter Server

Conference Server



CallCenter Server

Conference Server



File Server

Shared Resources

Dedicated Resources

Company 1...N Company N+1...X

Database

Network-Wide Scalability: Data Centers

Network-Wide Scalability: Regional Hubs


Example Interaction Flows

How ACD Chat Works

ServicePage

SalesPage

SupportPage

Session Server

Chat Server

CustomerAgents

• 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

How ACD Email Works

TO:Sales@

CustomersEmail Server

CCA Email Distributor

TO:Support@

Agents

Reply

• 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

How Web Callback Works

ServicePage

SalesPage

SupportPage

Session Server

AppsServer

CustomerAgents

• 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

Phone Call


Tier Two / DMZ ZoneDetail

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

CC

A W

eb Services Interpretive Layer

We

b Se

rvices Library


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







MailServers

Oracle Application Server

SO

AP

LIB

RA

RY

CC

A W

eb

Services

CC

A N

ative In

teraction

s, Q

ueu

es, Pin

g

Han

dler

SOAP / XML

CALLS

TCP/IP BUS

Traffic

Application& Telephony Servers

Resource 1…

Resource N…

File & DB Servers

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

• Pluggable components

• Plug-in access management and on-demand loading

• Layered architecture

Web Services & Client Platform:Application Framework

Web Services & Client Platform:Service Layer

• Service layer API is for server communication

• Offers abstraction from webservice 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

HostedSessionServers

Secure HTTPSConnection

LocalCustomer Records DB

HostedIVR

TelephonyServers

CustomerDMZ Zone

HostedDMZ Zone

IVRPhoneCalls

HTTPS Web Service Calls

CustomerHTTPSServer

CustomerWeb

Services


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





SOAP / XML

CALLSJ2EE-BasedWeb SessionServers

MailServers


IN REVIEW

• Intro & Core Value Proposition

• Strategic Oracle Offering

• Architecture Differentiators






• 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

AQ&

INTERNAL USE ONLY – ORACLE CONFIDENTIAL MATERIAL

Documents

Call Center Anywhere Architecture