GSN Cloud Contact Centre Customer Connectivity Datasheet

Transcription

1 GSN Cloud Contact Centre Customer Connectivity Datasheet Commercial in Confidence Reference: GSN CCC Connecting to Customers Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria Global Speech Networks - Error! Reference source Error! Unknown document property name. GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

2 Legal Notice The content of this document is proprietary information, and is the intellectual property of Global Speech Networks Pty Ltd (GSN), and must not be used in any manner without the prior approval of GSN. The GSN name and Trademark logo must not be removed from this document without the prior written permission of GSN. Should permission be granted, then it is mandatory that GSN must still be acknowledged as the author. This document is strictly Commercial in Confidence and must not be made available in any format to any organisation, group or individual, other than those identified in the covering letter. Global Speech Networks 2015 Document Identification Document name or identification Version number 1.1 Copy number Release Authority Release Name Date of issue GSN Cloud Contact Centre Customer Connectivity Datasheet Universal All hardcopies are uncontrolled Max Lipovetsky Final Change history The Release Authority approves this document for release. The approval process is traceable to an actual signature or . A version number is applied to the initial release issue of this document and to each released change thereafter. The version number of this document is incremented with each change and the entire document is reissued as tabulated below. The Release Names are, sequentially: Draft, Release, Approved, Revised. Version Action Amendment Issue Date Modified by (Name) 1.0 Initial Release 25/01/2015 Max Lipovetsky st Revision 28/01/2015 Steve Duke

3 Amendment procedure All recipients of copies of this document must receive amendments when released.

4 Table of Contents 1. Introduction 1 2. Networks Overview CCC Traffic Table CCC IP Addressing CCC Network Resilience Analysis Customer Firewalls Quality of Service 8 3. GSN Direct Connect Overview Network Boundary IP Routing Availability Analysis GSN Dual Direct Connect Overview Network Boundary IP Routing Availability Analysis Megaport Availability Analysis Extended Customer WAN Overview Network Boundary IP Routing Availability Analysis 18

5 1. Introduction The purpose of this document is to provide clients (and potential clients) with a high level perspective of the approach, framework practices and systems that GSN has developed for establishing and maintaining the IP network connectivity required for service delivery of Cloud Contact Centre ( CCC ) services. This document has been prepared specifically for use by: Domain / Enterprise Architects Security Specialists System Integrators IP Networks Design & Build specialists This document assumes the reader has reasonable familiarity with concepts in Telephony, Computer Telephony Integration and Voice over IP. GSN have specifically developed five distinct connection approaches that incorporate best practice designs for the provision of enterprise cloud services, whilst recognising that the balance between cost, availability and functionality is not the same for all customers. Although GSN has capability to support connection types other than those listed, these five connection approaches incorporate the most common and generally the most effective approaches. The following connection types are available: 1. GSN Direct Connect: Customers utilising GSN Direct Connect have the GSN Network extended directly to their contact centre or data centre sites. The GSN Direct Connect approach provides an effective mechanism for balancing availability and disaster recovery with cost. As the GSN Direct Connect network extends across all GSN PoPs, disaster recovery is built in for all GSN customers regardless of their product version. 2. GSN Dual Direct Connect: GSN Dual Direct Connect enhances GSN Direct Connect by providing an alternate secondary link to (potentially) an alternate customer location. This approach provides redundancy in the instance of link or termination failure. 3. Megaport: GSN PoPs are connected to the Megaport network and customers that already have a Megaport connection (or would like to acquire one) can connect utilising this method. Megaport connections are only available in selected Data Centres. Global Speech Networks - Error! Reference source Error! Unknown document property name.

6 4. Internet: GSN Services can be delivered over the Internet when Voice traffic is not required. 5. Internet VPN: GSN Services can be delivered over the Internet when Voice traffic is not required. Each GSN CCC edition has varying commitments about GSN Service Availability. Details about this can be found in GSN CCC Availability & DR Datasheet. The following summary table is presented herein, as network design is fundamental to achieving effective solution availability. Availability Type High Availability Instant + Zero Loss High Availability Instant High Availability Disaster Recovery Description In the instance that a customer link fails or a GSN PoP becomes unavailable failover occurs within a time period where already-in-progress real-time agent & customer interactions are able to continue. Non-real time systems experience near zero data loss with call recording and historic data replicated geographically in real (or near real) time. In the instance that a customer link fails or a GSN PoP becomes unavailable failover occurs within a time period where already-in-progress real-time agent & customer interactions are able to continue; however, non-real time systems may be more significantly impacted In the instance that a customer link fails or a GSN PoP becomes unavailable failover occurs such that already-in-progress real-time agent & customer interactions are dropped but new interactions are able to continue within one minute Services can be restored after a period of time Real-Time Return to Operations < 10 Seconds < 10 Seconds < 1 Minute < 4 Hours Not every connection approach is available with every edition and the connection type influences the availability guarantees that can be provided. 2 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

7 The following table provides a summary of the connection approaches applicable to each edition and the associated impact on availability: GSN Direct Connect Foundation Edition Optimise Edition CX Edition Disaster Recovery Disaster Recovery Disaster Recovery GSN Dual Direct Connect High Availability High Availability Instant High Availability Instant + Zero Loss Megaport Disaster Recovery High Availability High Availability Instant High Availability Instant + Zero Loss Extended Customer WAN High Availability Instant High Availability Instant + Zero Loss 3 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

8 2. Networks Overview Customers utilising the GSN CCC will receive and transmit the following traffic types across the network. 2.1 CCC Traffic Table The following table provides a high level overview of the traffic types and specific traffic handling. Traffic Specifics Session Origination & Comments SIP UDP 5060 SIP Register message from client side softphone originates session which is kept alive with interval keep alive messages. SIP Invites from client side softphone initiate new dialogues for outbound calls. SIP Invites from GSN Service IP Address initiate new dialogues for inbound calls RTP UDP Ports negotiated within SIP Signalling. TLib TCP Genesys messaging between a variety of premise based Genesys clients and the GSN Service IP Address. Session origination is always from the premise-based client to the Service IP. HTTPS TCP 443 Variety of services delivered over standard HTTPS access. Services from GSN initiated from client side browsers Web Services and APIs on the client side initiated by GSN Self Service or routing SFTP TCP 22 Used for the delivery of call recordings and database extracts. Origination maybe from the customer or GSN side depending on direction of SQL TCP 1433 Access to customer databases for outbound dialling 4 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

9 2.2 CCC IP Addressing GSN CCC services are provided through a single IP Address per customer (Service IP Address). The IP Address will be in the / 24 range and will be allocated on order. This IP address is a Virtual IP Address and can be accessed both through any GSN Point of Presence. Customers must provide the private IP Addresses in use within their environments as part of the provisioning order. Customers who may have an address range in use that overlaps with the GSN Service IP address range can be accommodated by GSN through special arrangement. 2.3 CCC Network Resilience Analysis The availability of the Cloud Contact Centre as an overall solution is strongly dependent on the network resilience between GSN and the customer site(s). The following analysis examines the key components required to ensure network connectivity. Physical Cabling Likelihood Whilst actual failure of physical cabling is highly unlikely, the possibility of 3 rd party damage to physical cabling failure is directly proportional to the amount of cabling (i.e. distance from carrier exchange) and the accessibility of the cabling. Typically cabling within a data centre environment is far less likely to be inadvertently damaged than cabling in a street environment, where damage from construction can readily occur. Whilst cabling from the customer to the carrier s nearest aggregation point tends to be non-redundant cabling, from the carrier s aggregation point to their backbone will typically be redundant. Restoration Time The duration to restore services is determined by the nature of the fault that has interrupted the cabling. In the instance of physical damage to cabling in a street environment between the customer and the carrier nearest aggregation point extensive repair or replacement may be required. This can take hours or days depending on the degree of damage. Within a data centre environment where cabling is typically readily accessible in protected cable trays repair or replacement can quickly occur. Mitigation Approaches The following mitigation approaches can be applied to reduce restoration time or impact to customer experience: 5 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

10 Redundant Links Whilst link redundancy from the same contact centre premise is possible it is far better to connect from two completely alternate locations. This provides redundancy for overall site failure as well as protection from termination equipment failure. In this instance it is important for the physical link connecting the two customer sites to be routed along alternate paths in to the premise, such that physical damage to the one trench does not remove both links. Application Level Alternate handling GSN s CCC provides functionality to enable limited contact centre operation where the network connectivity has been damaged and will require some time to recover. The approaches are described in document titled GSN CCC Availability and DR Datasheet. Network Termination Equipment Likelihood Termination equipment failure can be physical or logical. Whilst physical equipment failure is possible, GSN s carrier partners deploy on carrier grade equipment with high MTBF. Logical failure can occur as a result of software bugs and issues. The standard configuration on the CPE has been extensively tested and is widely deployed ensuring the likelihood of issues is small. Restoration Time In the instance of CPE failure services can be restored by the replacement of the termination equipment. GSN s carrier partner maintains an active inventory of the required termination equipment and can ship equipment to any location within Australia within 24 hours. In the instance of CPE logical failure, the GSN Service Desk will have equipment remotely restarted to ensure services are restored. Mitigation Approaches The mitigation approaches are the same as for Physical Cabling. Customer Edge / Customer Site Likelihood Customer edge equipment includes edge routers, switches and firewalls. in any of these functional layers presents as overall site failure when viewed from the network perspective. can occur in both physical and logical layers and the likelihood will be determined by the manufacturer of the equipment, software version and the maintenance program applied. 6 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

11 Restoration Time Restoration times for customer edge equipment will vary based on the specific processes and agreements in place. The limiting factor with single physical cabling solutions is that they must be terminated on a single device. This limits the speed of possible failover to the actual time to physically reconnect the cable to redundant equipment if available. Mitigation Approaches The likelihood of failure in edge devices is dependent on the equipment and architecture adopted by the customer and the degree of redundancy within the architecture. At a minimum GSN recommend redundancy (preferably stateful) in firewalls and routing layers. GSN Edge / GSN PoP Likelihood GSN edge equipment includes switches routers, switches and firewalls. in any of these functional layers presents as overall site failure when viewed from the customer perspective. GSN utilises equipment from Tier 1 providers and has a rigorous process of testing equipment prior to production use in order to decrease failure likelihood. Restoration Time GSN maintains agreements with edge equipment manufacturers for the replacement of failed equipment with strict SLAs. Mitigation Approaches GSN edge equipment is entirely redundant with full stateful failover between redundant pairs. When customers select the CX Platform Edition, stateful failover between GSN PoPs is also available ensuring that even calls in progress are not affected by edge equipment failure. GSN continually monitors the release notes and communications from all equipment manufacturers to ensure that the most stable software releases possible are utilised. GSN has multiple connections to all customer aggregation networks ensuring that edge equipment is connected to enhance redundancy. 2.4 Customer Firewalls GSN maintains strict information security disciplines and encourages our customers to so as well. Customers should ensure that a security device is located at their network boundary to provide perimeter security services. 7 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

12 Whilst most modern firewalls will support security for the traffic types shown in Error! eference source not found. - Error! Reference source not found., Cisco ASA firewalls provide an effective compromise between functionality and manageability and are recommended by GSN. In any case the firewall should support the following functionality SIP Application Layer Gateway (NAT & ACL) 2.5 Quality of Service Quality of Service classification and prioritisation is extensively utilised within the GSN Network. Customers must support the preservation of IP DSCP headers within their network and at the network edge. The following DSCP classifications are utilised: DSCP Header EF AF41 AF11 AF13 Traffic Types Voice Traffic SIP / Genesys (Messaging) Operational TCP traffic (Database etc ) Non-real-time Batch Transfers (Call Recordings, Database Transfers) 8 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

13 3. GSN Direct Connect 3.1 Overview When customers choose to connect to GSN services through GSN Direct Connect, they leverage the fastest, simplest and most cost effective mechanism for accessing GSN services. GSN provides network connectivity through its partner carriers and has reach within all metropolitan areas and regional centres across Australia. The Direct Connect Model has the following typical topology: There is no limit to the number of contact centres sites that can be connected, however, customers with multiple sites may choose to utilise GSN Direct Connect to a central customer data centre location, as opposed to each individual contact centre site, in order to leverage likely existing network investment. This approach is depicted in the following diagram: 9 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

14 The key benefit of GSN Direct Connect is that it provides resilience in the highly unlikely instance of GSN PoP failure, without the need for additional connections. This resilience is a result of the underlying carrier s connection to both the Sydney and Melbourne GSN PoPs. The time to restore services in the event of GSN PoP failure is determined by product version selected, as shown in Network Boundary Depending on the termination location each GSN Direct Connection may be provided with one or more of the following Network Termination Equipment units: Item Size Power Requirement Fibre Termination Unit 1 RU None Termination Switch 1 RU 200 Watts In each instance GSN Direct Connect will hand off to customer equipment with Copper Ethernet. This hand off is considered the network boundary and it is the customer s responsibility to ensure effective network operation beyond this boundary. 10 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

15 3.3 IP Routing The GSN Direct Connect network handles all IP routing requirements including for failover between GSN Data Centres (where included in the GSN CCC edition). The customer must provision a single static route for the GSN Service IP Address within their environment. 3.4 Availability Analysis The following table provides an overview of the typical GSN Direct Connect topology failure scenarios: Physical Cabling Customer Edge / Site Network Termination Equipment GSN Pop High Availability Instant (+ Zero Loss) (CX Edition) High Availability / (depends on fault) (Optimise Edition) Disaster Recovery / (depends on fault) 4. GSN Dual Direct Connect 4.1 Overview GSN Dual Direct Connect provides an additional layer of redundancy over and above that which is available with GSN Direct Connect, by providing dual connections from the GSN Cloud to Customer Data Centres, as depicted below: 11 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

16 4.2 Network Boundary The Network Boundary for GSN Direct Connect Dual is the same as GSN Direct Connect but applied in two locations. 4.3 IP Routing The GSN Direct Connect Dual network requires the customer to provision dynamic routing (OSPF) within their environment to support resilience, as depicted below: 12 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

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18 4.4 Availability Analysis The following table provides an overview of the typical GSN Direct Connect Dual topology failure scenarios: Physical Link Customer Edge / Site Network Termination Equipment GSN Pop High Availability Instant (+ Zero Loss) (CX Edition) (CX Edition) (CX Edition) (CX Edition) High Availability (Optimise Edition) (Optimise Edition) (Optimise Edition) (Optimise Edition) Disaster Recovery 14 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

19 5. Megaport Megaport is an Australian business ( that provides network and bandwidth between a number of Australian data centres. Megaport services are provided on the basis of a fixed cost for a 10Gbps port with either: A fixed monthly amount for 10Gbps of bandwidth to any other local metropolitan data centre A variable monthly amount based on an adjustable bandwidth to a data centre in another state. GSN maintains a connection to Megaport in each data centre and this provides the following benefits over GSN Direct Connect or the Extended Customer WAN: Cost effective bandwidth The cost of bandwidth with Megaport is far lower than with alternative carriers Cost effective establishment The customer only needs to pay for their end of the connection Timeliness If the customer already has a Megaport connection then the establishment of connection to GSN can occur within days. Alternatively, customers needing to connect to Megaport can do so through Data Centre meet-me rooms rather traditional cabling resulting in far quicker connection times. Availability The physical cabling for Megaport connections is within the data centre environments and as such has far less exposure to major physical damage through construction and road works. 15 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

20 The typical Megaport topology is as follows: 5.1 Availability Analysis The following table provides an overview of the typical Megaport topology failure scenarios where the customer has only one connection to Megaport: Physical Link Customer Site / Customer Edge Network Termination Equipment GSN Pop High Availability Instant (+ Zero Loss) (CX Edition) High Availability (Optimise Edition) Disaster Recovery 16 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

21 The following table provides an overview of the typical Megaport topology failure scenarios, where the customer has two or more connections to Megaport configured with fast convergence redundant routing: Physical Link Customer Site / Customer Edge Network Termination Equipment GSN Pop High Availability Instant (+ Zero Loss) (CX Edition) (CX Edition) (CX Edition) (CX Edition) High Availability (Optimise Edition) (Optimise Edition) (Optimise Edition) (Optimise Edition) Disaster Recovery 6. Extended Customer WAN 6.1 Overview Customers that have existing extensive WANs may choose to extend their network boundary to the GSN PoPs. The following diagram shows a typical topology. 17 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence

22 6.2 Network Boundary Where Customer WAN is extended to GSN PoPs the customer is responsible for establishing all connections to each PoP. GSN will provide 2RU and appropriate 240v power for network termination equipment. GSN will provide supervised access for installation of network termination within GSN PoPs. 6.3 IP Routing IP routing is managed in the same way as GSN Dual Direct Connect. 6.4 Availability Analysis The availability analysis is the same as for GSN Dual Direct Connect. 18 GSN Cloud Contact Centre Customer Connectivity Datasheet Global Speech Networks Commercial in Confidence