LiveOps Instant Business Continuity

Presented By: Robert Constantine

A true cloud architecture should:

- Have multiple points of entry and multiple points of exit for all traffic; both voice and data - Have no single points of failure and have multiple active data centers running in

concurrence

- Not require any hardware or software to be implemented onsite

- Be based on Open Standards and provide multiple connectivity options

- Have out of the box system resiliency and be highly available

- Provide localized global access to users and end customers

- Provide features and upgrades at no cost and with no downtime

- Allow for payment based on consumption, not licensed for maximum usage requirements

What is the definition of a “Cloud” based Architecture?

3

Global Connectivity and Features

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NevadaData Center

New YorkData Center

LondonEMEA PoP 1

SingaporeAPAC PoP 1

SydneyAPAC PoP 2

AmsterdamEMEA PoP 2

US Data Center- Core Telephony Signaling- Non PoP affiliated Media Servers / Recording Storage and Access- Reporting/Billing- Web Applications - APIs/Integration

Voice Point of Presence (PoP)- Regional Telephony and Call Routing- Regional Call Recording Storage- Regional Recording Access

EMEA PoP VPN

APAC PoP VPN

Resilience

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The LiveOps solution is designed with no single points of failure in its data center architecture. Redundancy is implemented on a component level across network devices and multiple pools of servers. Each LiveOps data center minimally employs redundant: - Power generation, N+1 power and cooling - Active-active data center strategies for telephony circuits within and across carriers as well as internet circuits with diverse carriers

Data Center StrategyLiveOps maintains an active-active data centers strategy meaning that both centers are capable of routing calls with automated failover through route plans and carrier advanced features. LiveOps has deployed F5’s Global Traffic Manager (GTM) for application resiliency. Tape backups are also stored off-site in contracted secure disaster resistant facilities. Testing of data restoration is conducted periodically. Telephony RedundancyTelephony redundancy across data centers is achieved through route plans and carrier advanced features which support alternate destination routing. Route plans and carrier features provide real time failover of calls in the event of full or unavailable circuits and ensure delivery of calls across locations. Regular capacity reviews are conducted to ensure sufficient capacity per carrier to recover from any circuit or data center failure.

1 - Agent connects to LiveOps Platform using web browser. Phone panel connects to Presence Server using persistent TCP connection. Presence server loads agent attributes from Local Data Store.

9 – If no agent available Call Manager places caller in Queue IVR. On agent availability, Call Manager chooses best available agent. Notification and screen pop delivered to agent via Presence Server connection.

3 – IVR or Enterprise Routing Engine send call data to LiveOps Transfer Data Service. TDS returns TFN for transfer.

4 – Call transferred by premise equipment to LiveOps. Call terminates at LiveOps Media Gateway which translates signaling to SIP and voice to RTP G.711. Incoming call load balanced by SIP Proxy to an available Call Manager.

5 – Call Manager establishes conference through Media Server. Media Server is responsible for managing RTP legs, mixing audio, and recording call to disk.

6 – Call Manager loads Campaign configuration based on DNIS from Local Data Store and attached data using DNIS/ANI pair from TDS.

7 – Call Manager connects to LiveOps IVR server for messaging, caller segmentation, etc. Media Server for IVR plays prompts, records, detects & generates DTMF.

10 – Call Manager establishes new call leg to agent. Agent leg is placed into Media Server conference. Agent can use Phone Panel for call control.

8 – Call Manager uses multicast protocol to perform distributed agent search. Presence Servers respond with best agent based on availability and Pool membership. Tunnel allows search across multiple data centers.

11 – On call completion, call recordings are transcoded and transferred to permanent storage. Call detail record is moved to Data Management System for warehousing and reporting.

2 – Customer dials TFN and is connected to a hosted or customer premise IVR or a customer premise Enterprise Routing Engine (Cisco, Genesys, etc.).

Telephony Platform: Lifecycle of a Call

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TraditionalTDM Carriers

AdvancedIP Carriers

LeasedIP Networks

VVVVMedia

Gateway

SIP Proxy

Media Server

Media Server

Call Manager IVRServer

PresenceServer

Tunnel

SafeNet

Dubber

Call RecordingStorage

Data Management System

Local Data Store

Hosted or Premise IVR

Transfer DataService

Customer

Enterprise RoutingEngine

Agent

Web Applications

TDMSIP

RTPMulticast

Data

Web/Presence

EncryptedSessionData

Session IDANIDN

EncryptedSessionData Session ID

ANIDNSession Data

Session IDANIDNSession Data

VPN

Global Voice PoPs

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TraditionalTDM Carriers

AdvancedIP Carriers

LeasedIP Networks

VVVV

Media Gateway

SIP Proxy Call Manager IVR Server

PresenceServer

Recycler

DubberCall Recording

Storage

Data Management System

Local Data Store

Customer

Agent

Web Applications

TDMSIP

RTPData

Web/Presence

US Data Center

International PoP

Media Server

Media Server

Local Data Store

MGCP

Recording Access via

Web

Playback App

Live Dashboards

SafeNet

Separation of Metadata from Call Data

• LiveOps Core Infrastructure Separates Signalling (SIP) from Media (RTP)

– SIP is used at core to support global agent selection, routing and other services such as dashboards

– RTP is localized and maintained within region to ensure data sovereignty requirements are met.

• Customer to Agent calls within geographical region remain within that region• Call Recording Transcoding, Encryption and Storage remains within geography• Localized playback infrastructure (web application tier to provide end-user access)

improves end user application performance

LiveOps Contact Center PlatformMission-Critical On-Demand Platform

On-Demand Platform Advanced capabilities in the

hands of Business users

Software-as-a-Service Zero premise footprint,

immediate provisioning, seamless upgrades

Enterprise Grade High Availability, massive

scale, multi-layer security

Completely Integrated Suite Thin-Client user interface with

complete visibility and control

8© 2014 LiveOps, Inc. - Confidential

Question and Answer time!