Talkative Engage Mitel Architecture Guide. Version 1.0

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1 Talkative Engage Mitel Architecture Guide Version 1.0

2 This document contains confidential information that is proprietary to Talkative. No part of its contents may be used, disclosed or conveyed to any party, in any manner whatsoever, without prior written permission from Talkative. Copyright 2016 Talkative All rights reserved. Updated: Document version: 1.0/1 ios is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license by Apple Inc. Java is a registered trademark of Oracle and/or its affiliates. Linux is a registered trademark of Linus Torvalds, owner of the mark on a world-wide basis. Microsoft, Lync and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Red Hat is a trademark of Red Hat, Inc. in the United States and other countries. VP8TM and AndroidTM are trademarks of Google Inc. CentOSTM is a trademark of the CentOS project. All other trademarks are the property of their respective owners. Contact Information For technical support or other queries, contact Talkative Support at: support@talkative.uk 2016 Talkative Confidential Page 2

3 Contents... 1 Overview... 4 Default Architecture... 5 Talkative Web-chat and Admin Server... 5 Talkative Analytics Tap... 5 Talkative WebRTC and Co-browsing Server... 6 Talkative Media Broker... 6 Talkative Database Server... 6 Deployment Options... 7 Estimated Server Sizing Servers for Chat & Admin Server, Analytics Tap Server, WebRTC and Co-browsing Server, MariaDB Galera Cluster Nodes Media Broker Talkative Confidential Page 3

4 Overview Talkative Engage is a packaged solution providing the necessary components for rapid deployment and integration of Chat, Voice & Video and Co-browsing functionality into websites and mobile applications to enable real time communication between consumers and contact centre agents. This document describes the supported architectures, and the ways in which Talkative Engage can be tailored for different Mitel environments. Talkative Engage is modular and can provide any combination of: Co-browsing Web-chat communication WebRTC voice communication WebRTC video communication Note this document covers the on premise deployment option. Please refer to the Hosted Architecture Guide for hosted solution Talkative Confidential Page 4

5 Default Architecture Talkative Engage consists of the following core components: Web-chat & Admin Server Analytics Tap Server WebRTC and Co-browsing Server Media Broker Database Server Talkative Web-chat and Admin Server The Chat element provides the chat functionality for the consumers and agents including the allocation of new incoming consumer web-chat messages to contact centre agents. The admin element provides access to user management, rules of engagement, view historic chat logs and analytics. Talkative Analytics Tap This server monitors the traffic into the WebRTC and Co-browsing server and writes log records to the Database detailing the progress of calls and co-browsing Talkative Confidential Page 5

6 Talkative WebRTC and Co-browsing Server The WebRTC calling element of the server acts as a WebRTC to SIP gateway allowing calls initiated from within enterprise s websites and mobile apps. The WebRTC and Co-browsing Server communicates with the Media Broker using the HTTP-based protocol to control the opening of media ports for each WebRTC call. The Co-browsing element of the server acts as the central point to which consumers and contact centre agents connect when sharing content in co-browsing sessions. Talkative Media Broker The Media Broker is responsible for media transcoding and RTP routing between the consumer device and the SIP network. Routing is configured based on the SDP passing through the Talkative WebRTC Server. For communication into the enterprise, its role is to simplify and limit the RTP into a form that is supported by the consumer devices. For communication going to the consumer device, the RTP is augmented to add the WebRTC-compliant features that are required. As with signalling interworking, it is necessary to handle RTP media streams and integrate with SIP environments. For example, a consumer device may use a different video standard (VP8) than most enterprise video systems (H.264). As a result, applications cannot share video calls with enterprisebased systems unless there is media transcoding between the two. The Media Broker provides that service in the network by transcoding between VP8 and H.264 video, and G.729 to Opus/G.711 audio. Note: Given that all WebRTC capably browsers now support the H.264 codec there is generally little need for transcoding video. The primary functions of the Media Broker are to: Convert between WebRTC generated RTP streams and RTP streams compatible with SIP entities. Tailor the video frame rate and/or resolution for device capabilities. RTP signalling encryption. Talkative Database Server This is an embedded version of MariaDB with the MariaDB Galera Cluster used for high availability deployments Talkative Confidential Page 6

Deployment Options The Talkative Engage solution supports multiple deployment options from a small footprint deployment to distributed deployments providing high availability (HA) and scalability.

7 Deployment Options The Talkative Engage solution supports multiple deployment options from a small footprint deployment to distributed deployments providing high availability (HA) and scalability. HA deployments provide resilience against individual component failure whilst guaranteeing service continuity. The small footprint deployment option requires two servers (physical or virtual): 1 server for hosting Media Broker 1 server for hosting Chat & Admin Server, Analytics Tap Server, WebRTC & Co-browsing Server, Database Server 2016 Talkative Confidential Page 7

8 For HA deployments the minimum number of servers is five servers (physical or virtual): 2 servers for hosting with Media Broker 3 servers for hosting Chat & Admin Server, Analytics Tap Server, WebRTC & Co-browsing Server, MariaDB Galera Cluster Node 2016 Talkative Confidential Page 8

9 For HA deployments the maximum number of servers is unlimited. Each element can be deployed separately and scaled accordingly as required by each individual deployment. For guaranteed HA deployment the minimal number of servers per element type is two apart from the MariaDB Galera Cluster which requires a minimum of three servers: Note: To support HA deployments it will be necessary for the Enterprise s Reverse Proxy to load balance HTTP(S) and WS(S) requests between each of the Chat and Analytics Tap Server instances Talkative Confidential Page 9

10 Estimated Server Sizing Servers for Chat & Admin Server, Analytics Tap Server, WebRTC and Co-browsing Server, MariaDB Galera Cluster Nodes 200 WebRTC-SIP concurrent sessions per core A dual CPU / 12 core server will address 10 calls per second (cps) with an Average Handle Time or call duration of 120 seconds Recommended Physical or virtual machine specs Dual processor - 2.5GHz (8 or more core per CPU) 16 or more cores total per server 1.5 GB Memory per core (minimum) 100 Gig HD RAID1 or greater Minimum one (1) active GigE network interface Operating system: Red Hat Enterprise Linux Advanced Platform version 6.4 /6.5 or CentOS 6.4 Media Broker 1-3 transcoded video concurrent sessions per core Depends on a number of factors (VM vs. bare metal, frame rate, resolution, etc) For example, 300 transcoded sessions, would require 150 cores or roughly 5 servers (32 cores per server) pass-through audio & video concurrent sessions per core on average Recommended Physical or virtual machine specs Dual processor - 2.5GHz (8 or more core per CPU) 16 or more cores total per server 1GB Memory per core (minimum) 100 Gig HD RAID1 or greater Minimum one (1) active GigE network interface Operating system: Red Hat Enterprise Linux Advanced Platform version 6.4 /6.5 or CentOS Talkative Confidential Page 10

Dialogic PowerMedia Media Resource Broker (MRB)

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