What s New in SIP Server 8.1. Marc Sassoon Genesys University, Master Technical Instructor September 2012

Transcription

1 What s New in SIP Server 8.1 Marc Sassoon Genesys University, Master Technical Instructor September 2012

2 What is Genesys IP Solution? SIP Server GVP & Media Server UC Connect 2012, Genesys Telecommunications Laboratories All Rights Reserved 2

3 Genesys SIP Contact Center ACD CC-PBX Simplify CC Infrastructure No CC-PBX or ACD required! 100% software IT friendly solution Virtualize Customer Services Virtualize CC operation Intelligent routing Unified mgmt & reporting Innovate for Growth Open & standards-based Foster service innovations Investment protection 2012, Genesys Telecommunications Laboratories All Rights Reserved 3

4 Genesys SIP - Market Leader by Gartner In 2011, Genesys sold more solutions based on its SIP Server platform, capable of supporting a "PBX free" environment for contact centers, than those based on its traditional T-Server platform, indicating the company's strengthening performance in selling its emerging technologies. - Gartner, June/ , Genesys Telecommunications Laboratories All Rights Reserved 4

5 Genesys SIP Transforming the Contact Center Total Shipments 300,000+ Total Customers 500 SIP Voic % Availability SIP Ecosystem Business Continuity Active Recording UC Connect 2012, Genesys Telecommunications Laboratories All Rights Reserved 5

6 IP Solution overview (1 of 2) SIP Application Server focused on Contact Centers Stand Alone Contact Center Soft Switch Integration (SIP-based T-Server) IMS Application Server Flexible agent deployment models IP-based ACD Platform Branch Office, Remote/Home Agent, Expert Agent Outsourced Contact Center Hosted Services Multiple types of media IM, Voice, Video 2012, Genesys Telecommunications Laboratories All Rights Reserved 6

7 SIP Server Summary PSTN TDM Trunk VoIP Gateway Genesys CIM Genesys QM/CR Customers IP Network Network SIP Server SIP Trunk SIP Server Media Server Full feature ACD Platform Integration with Genesys routing, reporting, agent desktop Seamless migration from TDM environments Integration with Softswitch supported (Siemens, Cisco & others) Traffic Distribution by Network SIP Server Full Support for Remote Agents and Nailed-up connections Open, Standards-based SIP Genesys SIP Solution GVP, Outbound/Proactive, QM/CR, SIP Endpoint SIP Agents Compatible with Framework 7.6, 8.0 & 8.1 (but some newer features require newer Fwk) 2012, Genesys Telecommunications Laboratories All Rights Reserved 7 7

8 IP Solutions overview (2 of 2) Part of the Genesys Open Systems Layer Standards-based SIP Signaling replaces CTI Link Full integration with Genesys Routing & Reporting Solutions Integrated with GVP Agent & Telephony level features First and Third Party Call Control Interfaces with Media Server or SM Music on hold/queue, Announcements Conference, Monitoring, Recording Multiple types of Media Voice, Video, IM 2012, Genesys Telecommunications Laboratories All Rights Reserved 8

9 Components SIP Server Genesys T-Server and SIP softswitch Media Server Media Server and Multipoint Conference Unit (MCU) Network SIP Server Programmable load-balancer (SIP Redirect Server) , Genesys Telecommunications Laboratories All Rights Reserved 9

10 Genesys SIP Server Genesys SIP Server provides an IP-based solution offering of all Genesys capabilities: SIP Server is a T-Server SIP Server is IP PBX for CC SIP Server can act as a SIP Softswitch Support for all Genesys solutions Support for SIP and TDM agents 100% Software SIP Server serves role as: Back to Back User Agent (B2BUA) SIP Application Server SIP Registrar Multiple Operating System Support Microsoft Windows, IBM AIX, Sun Solaris, Linux Scalable & Robust From 10 agents to 30K(tested capacity) agents per system. Hot Standby (HA) & Disaster Recovery 2012, Genesys Telecommunications Laboratories All Rights Reserved 10

11 Basic architecture - standalone 2012, Genesys Telecommunications Laboratories All Rights Reserved 11

12 Basic architecture application server mode 2012, Genesys Telecommunications Laboratories All Rights Reserved 12

13 Media Server Unification of media processing capabilities GVP Media Control Platform Stream Manager Third Party (HMP) Will provide media services to Genesys Solutions GVP (VoiceXML, CCXML) IP Solution (SIP Server, Cisco T-Server) Outbound IP (Proactive Notification, Outbound Contact) Performance bar Far better than SM Works with GVP Resource Manager Load balancing, scaling, policy enforcement , Genesys Telecommunications Laboratories All Rights Reserved 13

14 Sizing and Scaling SIP Server Scaling SIP Server SIP Server supports full hot standby Up to 150 direct calls per sec per instance of SIP Server Up to 15,000 End points monitored per instance of SIP Server Load balancing with Network SIP Server Use of Network SIP Server to load balance over multiple instances of SIP Server Network SIP Server can handle up to 400 calls per sec (based on Redirect) Global scalability Tested to 30,000 agents Potentially can scale much higher 2012, Genesys Telecommunications Laboratories All Rights Reserved 17

15 Network SIP Server Used to load balance between multiple SIP Servers Tested up to 4000 calls/sec for each Network SIP Server Solution tested (SIP Server and Network SIP Server together) to 30,000 agents. Conceivably could go much higher. Gateways can load balance between Network SIP Servers Very reliable and simple 2012, Genesys Telecommunications Laboratories All Rights Reserved 18 18

16 General Features & Benefits

17 Functional enhancement ACD subsystem Mapping phone state to an agent state in Genesys Stranded call handling NAS for agent Nailed up agent New extension of remote agent configuration Supervision Recording of the consultation part of the call Supervision for transferred calls 2012, Genesys Telecommunications Laboratories All Rights Reserved 20 20

18 Functional enhancement Early media Support for early media for call arriving to routing points Music on hold Flexible configuration on per DN or even per call/event basis Greeting Advanced configuration options allowing to change the way SIP Server applies logic for customer/agent greetings Benefits: Customer experience Agent productivity 2012, Genesys Telecommunications Laboratories All Rights Reserved 21 21

19 New enhancements Media Server protection Automatic restart of recording, conferences, treatments Enhanced gateway selection Transparent selection of subsequent MGW in case of failure Overload protection Constant monitoring of 3 vital SIP stack parameters QoS support Different packet mark for each traffic type to allow network switches/routers to apply priorities and policies Benefits: Stable and reliable platform providing continuous service for agent and customers 2012, Genesys Telecommunications Laboratories All Rights Reserved 22 22

20 Genesys SIP 5x9 Availability % Template Version 1.1

21 Genesys 5x9 Availability NOT Function/Feature 5x9 (99.999%) availability is achieved through the combination of Superb quality solution High availability architecture and configuration Best practices around organization, operation, and management Genesys SIP solution availability measurement is through Robustness Testing Failure Rate Prediction Platform Availability Analysis Customer Data 2012, Genesys Telecommunications Laboratories All Rights Reserved 24

22 SIP Server Detailed capacity information Call Flow Simple Moderate Complex SIP Server Performance Multi-threaded Configuration ~ 150 cps cps cps SIP Server Capacity Registered Agents (with aggregated T-Lib Connection) Registered Agents (each with direct T-Lib Connection) Windows bit Red Hat 5 64-bit Others 15,000 15,000 10,000 15,000 4,000 4,000 Simultaneous Calls 15,000 15,000 4, , Genesys Telecommunications Laboratories All Rights Reserved 25

23 Why would a customer need Genesys IP Solution?

24 SIP Server All IP Environment Stream Manager/ Customers PSTN SIP SIP Server Media Server SIP Value Prop: Toll By Pass All Open SIP Standard SIP applications available for all agents SoHo SIP CC Agents Branch Office Agents Home Agent 2012, Genesys Telecommunications Laboratories All Rights Reserved 27

25 Branch Office Deployment with SIP Server Stream Manager / Media Server IP (QoS) network PSTN Branch office SIP S Soho T-Server SIP CC Agents Enterprise TDM Agents Legacy PBX VoIP Gateway SIP Agents Remote, Knowledge workers, outsource SIP Value Prop: Extension to branch w/ No ACD or PBX at branch All software based Open SIP Standard Light footprint 2012, Genesys Telecommunications Laboratories All Rights Reserved 28

26 Home Agent Support for IP or TDM TDM home agent PSTN 1. Call arrives at GW, SIP invite sent to SIP S VoIP Gateway 2. URS select a TDM Expert agent as target. DN=TDM number Stream Manager/ Media SIP S SIP Value Prop: No CTI Traditional TDM home agent support Stream Manager/Media Server features available (supervisor, recording) 3. GW ip@ in Contact field of DN. SIP S contacts the GW to have the number dialed 4. Call is sent to the TDM phone 5. GW let SIP S know if (i) connected, (ii) busy, (iii) ringing no answer 6. If call answered, Screen pop delivered Server 2012, Genesys Telecommunications Laboratories All Rights Reserved 29

27 Service Provider Managed Services POP IP Network PSTN Media Gateway GVP SIP Server Customers SIP Value Prop: Ease of Deployment Scalability GCIP Control of Business Logic Light Footprint GCIP GCIP GCIP Company #1 Company #2 Company #3 2012, Genesys Telecommunications Laboratories All Rights Reserved 30

28 Virtualization SIP Value Prop: One solution to cover all cases Allows tranparent migration from one technology to another True virtual solution without IN PSTN IP Gateway Media Server SIP Server (Parking Lot) Router (URS) SIP Server (Agents) T-Server Legacy PBX Legacy PBX Agent Agent Agent 2012, Genesys Telecommunications Laboratories All Rights Reserved 31

29 What can a customer expect as a Return on Investment?

30 Return On Investment Criteria Reduction of voice infrastructure costs Consolidate voice and data networks Standardization of skills between data and voice towers Reduction of toll charges Delivery of calls between sites over corporate WAN instead of public telephone network Ability to park calls within corporate network Reduction of vendor lock Ability to use commoditized hardware from multiple vendors (phones, gateways, media servers, IVRs, networks) Interoperability between vendors , Genesys Telecommunications Laboratories All Rights Reserved 33

31 Return On Investment Criteria True virtualization of contact centers across multiple geographies Integration between legacy TDM and IP infrastructure Make use of existing legacy systems without CTI capability Provide Remote Agents PSTN and IP Possibility to reuse IMS core ( just for carriers ) Better resource usage for experts through UC Connect , Genesys Telecommunications Laboratories All Rights Reserved 34

32 Return On Investment Criteria New media available out of the box Video Call from web, click 2 call etc IM platforms Skype Full integration with Genesys components and solutions Other media types (TDM Voice, Chat, , Open Media, etc) WFM and Reporting GVP Third party applications integrated with Genesys , Genesys Telecommunications Laboratories All Rights Reserved 35

33 Specific Features

34 Enabling Alternate Ringtones Alternate ringtones can be supported by sending additional information in the SIP Headers When SIP Server generates a new call via an INVITE, it can add the Alert-Info header, endpoints can then interpret this for custom ringtones The option sip-alert-info details the ringtone or ringtone location for the endpoint to play. Similar options sip-alert-external and sip-alert-consult apply specifically to external or consult calls 2012, Genesys Telecommunications Laboratories All Rights Reserved 37

35 Media Server Reliability MSML SIP Server supports the SIP SUBSCRIBE/NOTIFY method for providing reliable MSML-based media services through Genesys Media Server. By subscribing to the DN used to represent Genesys Media Server for msml-based services, SIP Server is able to determine when a particular instance of Media Server becomes unavailable, and if so, SIP Server can disconnect from the failed media server, then reconnect to an available instance of Media Server, providing continuity for any ongoing msml-based media services. 1. SIP Server sends periodic SUBSCRIBE messages to GVP Resource Manager for each Voice over IP Service DN (service-type is set to msml ) that SIP Server is subscribed to. 2. If a particular instance of Media Server becomes unavailable, Resource Manager sends a NOTIFY message to SIP Server, which lists the status of each media server monitored by Resource Manager. A sample body for the NOTIFY message is as follows: *msml/<mediaserver-ipaddress>:<mediaserver-port>/out-of-service* 3. SIP Server disconnects all ongoing media services from this Media Server instance, then reconnects with an active Media Server through Resource Manager. 4. All existing treatments and conference connections are re-established on the alternate Media Server instance. 2012, Genesys Telecommunications Laboratories All Rights Reserved 38

36 SIP Server - GVP Media Server (Call recording) SIP Server is now integrated with Genesys Media Server and 3 rd 39 party recorders. Integration is done by MSML protocol. Only Single VOIP DN needs to be configured for MSML Integration. The Resource management is taken care of by RM. 2012, Genesys Telecommunications Laboratories All Rights Reserved 39

37 SIP Server (Active Recording) MSR Media Stream Replication SIP Server SIP SIP SIP Recording services natively combine with SIP Server Voice Gateway RTPs Mirorred RTPs Media Server Call Recording T-Library Agent s phone Easy to add options like Screen Capture, QM & Reporting Services in a 2 nd phase Integration with Genesys Interaction Workspace (Call Recording state & controls) [GQM Release & IWS ] 2012, Genesys Telecommunications Laboratories All Rights Reserved 41

38 Target Solutions Genesys Quality Management - Integration with Zoom Zoom will act as recording server function to provide storage and management of recorded media, as well as Quality Management Genesys SIP Server + GVP Resource Manager + GVP Media Server will act as recording client function to provide call control IP Call Recording Connector - Integration with Nice Nice will act as recording server function Genesys components (SIP Server +RM+MS) will act as recording client function 2012, Genesys Telecommunications Laboratories All Rights Reserved 42

39 Now & Then Release v Geo - Location for distributed architectures GVP Recording Support for Remote/Home Agents Switch support ALU, Siemens, Broadsoft Release v Active Interaction Recording (iwd/back Office, , Chat) Skills driven recording Tighter integration to Router Future Direction. New API developers guide Custom integration to 3 rd party desktop applications (free of charge) Full Multi Tenancy Further integration to Genesys CIM 2012, Genesys Telecommunications Laboratories All Rights Reserved 43

40 Microsoft Lync & Genesys 2012, Genesys Telecommunications

41 What is Microsoft Lync? Lync Lync Server (formerly OCS) is an Enterprise Real-time Communications Server, providing the infrastructure for: Instant messaging Presence File transfer Peer-to-peer and multiparty voice and video calling Desktop & Application sharing Lync client is used for: IM & presence, voice and video calls, desktop sharing & file transfer, and ad-hoc conferences. And PSTN connectivity, with a 3rd party gateway or SIP trunk, through Lync Mediation Server 2012, Genesys Telecommunications Laboratories All Rights Reserved 45

42 Genesys and Microsoft Lync Lync What we already supported: UC Connect Contact Center Extension Experts & Branches Integration - Presence integration via Genesys UC Connector - Instant Messaging from Contact Center Agents to Experts & Knowledge Workers - Business Context on preview & interaction web screen-pop (Lync integrated) What s New? Support for Microsoft Lync with Enterprise Voice Center! Serving as the telephony platform for Genesys based Contact - Genesys announced SIP Server integration with Microsoft Lync Voice in June Integration has been certified by TekVizion labs to the Microsoft Lync Contact Center Interoperability Specification. - Announced on Microsoft TechNet as a Certified Contact Center Application 2012, Genesys Telecommunications Laboratories All Rights Reserved 46

43 How do we integrate with Lync platform? Lync 1) SIP Server Voice via Lync Mediation Server 2) UC Connector - Presence integration (server side) - On Hook/Off Hook, Busy, Out of Service/Back In Service 3) Plug-In for Windows Lync client To answer and to initiate Enterprise Voice calls through Genesys Interaction Workspace 2012, Genesys Telecommunications Laboratories All Rights Reserved 47

44 How does that work? Lync Customer initiates a call to the Contact Center SIP signaling bridged via SIP Server Interaction pop-up window with case data and actions 3 rd Party Call Control on Lync Enterprise Voice call Interaction Workspace toolbar Can be expanded or minimized Queuing the call With Skill & Agent based routing When Agent is identified, call is transferred via Mediation Server Caller is connected to Media Server for Qualification & Music Interaction toast with case Customer s data and ability call is to connected Accept/Reject to the Windows Lync client 2012, Genesys Telecommunications Laboratories All Rights Reserved 49

45 What can we provide & support with Lync? Lync GQM Inbound SIP (Voice) - Advanced Routing (Skills, Agents, Statistics, Business Rules, Context Services) - Agent s call control (Make Call, Hold/Retrieve, Transfer, Consult, Conference, ) - Call Supervision (silent, whisper, barge-in) Outbound Voice & Proactive Contact - For Callback/Surveys/Marketing/Collections/. Genesys Voice Platform - For Self & Assisted Service (VXML, TTS, ASR, ) Genesys Quality Management - Call recording for Compliancy and Performance Management Operational Reporting & Insights - Real-Time & Historical And UC Connect Contact Center Extension Leveraging Microsoft Lync For Experts & Branches integration Along with: eservices, iwd, Workforce Management, Social & Mobile Engagement,, 2012, Genesys Telecommunications Laboratories All Rights Reserved 50

46 Phase 1 Environment Requirements Lync Supported endpoints Lync soft client Lync USB phones Supported Agent Desktop client: Genesys Interaction Workspace The following requirements apply All call control must be performed using 3 rd party call control from Interaction Workspace. In other words, the Lync client cannot be used for hold/transfer/conference/supervision of Genesys calls In Phase 1, presence status mapping is performed from Lync to Genesys (one way). Extension to bi-directional presence mapping is planned for next phase. Independent hard phones are not supported 2012, Genesys Telecommunications Laboratories All Rights Reserved 51

47 UC Connector - Modes of operation with Lync Lync Lync voice integration: presence gateway mode Used only in the Contact Center in integration with Lync Voice Used to pass presence information between Lync and Genesys No UI: the UC Connector subscribes to Lync presence to get back to StatServer No licensing requirements: part of the SIP Integration license and package Users are not aware of the UC Connector - it is simply a component of the system Enabling customer service for Knowledge Workers UC Connect package bundles CIM, SIP Server / T-Servers, and UC Connector Separate license needed Implements special routing / capabilities for Enterprise Knowledge Workers Provides Interaction Preview and 3PCC popup windows Also subscribes to Lync (or other UC system) presence to relay status to Genesys 2012, Genesys Telecommunications Laboratories All Rights Reserved 52

48 Genesys with Microsoft Lync Voice Lync Is officially certified and supported by both parties - Microsoft and Genesys Fully integrates with all the Genesys portfolio (iwd, eservices, GQM, WFM,.) Can be part of an heterogeneous voice environment (multi-site support for PBX with CTI, SIP & Lync) Roadmap Details Date 2013 Features Support for two-way presence propagation (adding Genesys to Lync mapping) Support for any agent desktop client Support for Routing Video Calls Support for 1PCC - using Lync Client for call control (hold/transfer/conference) Full Support for Standalone Phones like Polycom CX500/600/700 Lync Contact List displayed in Interaction Workspace 2012, Genesys Telecommunications Laboratories All Rights Reserved 53

49 UC Connect for the Knowledge Worker UCC Ensure Business availability Context Media Single point of with Integration broadcast && 3PCC previews Control Presence for all Knowledge business Combined with agent capacity, worker sees applications determine status context for routing and reporting and clicks on Zero footprint on Accept Knowledge Workers desktop Telephone rings, and pop-up adds call control commands Available in Stand Alone or as a Contact Center Extension Reporting Ready 2012, Genesys Telecommunications Laboratories All Rights Reserved 56

50 UC Connect Current & Future UCC UC Connect is also available with: - IBM Lotus Sametime 8.5, - Microsoft OCS 2007 & Microsoft Lync - And as Stand Alone Web client! With Microsoft Lync, UC Connect can also work with Enterprise Voice - Knowledge Workers & Experts can use Lync client as phone and toolbar. Roadmap IBM Lotus SameTime 8.5 Microsoft OCS 2007 & Lync Web Stand Alone Interaction preview reporting events Q Q Q Explicit login / logout Q Q Q iwd integration Q Q Q Launch interaction from KW desktop Q Q Q Active-active HA mode Q Q Q , Genesys Telecommunications Laboratories All Rights Reserved 57

51 SIP Voic

52 Genesys SIP Voic v Features Fully Integrated with Genesys SIP Agent Voic Group Voic Message Waiting User Web Portal 11 Languages High Availability Up to 15,000 mailboxes on Off The Shelf Hardware Red Hat Enterprise Linux 5.x and Windows 2008 Simplified All-in-one Installation 2012, Genesys Telecommunications Laboratories All Rights Reserved 59

53 Functions Administrative Configuration Manager or Genesys Administrator - Create mailboxes - Finalize a mailbox deletion (starts with web GUI) Web GUI - Delete messages - Lock or unlock a mailbox - Reset the password - Set/change maximum number of messages User - Leave messages using local phone or a remote telephone - Access GSVM via phone or web browser - Change password - Manage greetings extended absence, personal and alternate 2012, Genesys Telecommunications Laboratories All Rights Reserved 60

54 Architecture Standalone Deployment 2012, Genesys Telecommunications Laboratories All Rights Reserved 61

55 Architecture High Available Deployment 2012, Genesys Telecommunications Laboratories All Rights Reserved 62

56 Determine when calls are directed to Voic SIP Server needs to know when to send an interaction to Voic . Methods include: Using No Answer Supervision options for SIP Server Using one or more Dial Plans to direct calls Via a routing strategy Using call forwarding options on agent s endpoint (if available) 2012, Genesys Telecommunications Laboratories All Rights Reserved 63

57 Message Waiting Indication (MWI) Sip Server supports MWI to SIP endpoints and Tlib applications Sip Server supports implicit subscription - NOTIFY is sent to any registered SIP endpoint even if no explicit subscription for MWI has been done (configurable) SIP NOTIFY uses standard message-summary event package. A mailbox can be shared between several extensions, agent logins or both 2012, Genesys Telecommunications Laboratories All Rights Reserved 64

58 Supported Environment and higher Platforms MS Windows 2008 (64-bit) Red Hat Linux 5+ (64-bit) Languages German (Standard) English (UK) English (US) Spanish (Spain) Spanish (Latin America) French Italian Japanese Portuguese (Brazil) Russian Chinese (PRC) o Change default language using locale option o Change individual mailbox language from settings dialog box in the web interface. 2012, Genesys Telecommunications Laboratories All Rights Reserved 65

59 Genesys SIP Voic Capacity & Hardware Requirements Hardware Capacity 1 x Quad-Core CPU Example: Intel Xeon E GHz 8GB RAM 80GB storage for messages 5,000 Mailboxes 100 Voice Connections 2 x Quad-Core CPU Example: Intel Xeon E GHz 16GB RAM 240GB storage for messages 15,000 Mailboxes 150 Voice Connections 2 Servers required for High Availability VMWare ESXi 4.1 & ESXi 5.0 Supported 2012, Genesys Telecommunications Laboratories All Rights Reserved 66

60 Administration Genesys Administrator for Voic Server configuration Genesys Administrator for enabling voic for Agent or DN (by specifying mailbox) Voic Admin Portal for Admin Control of Individual Mailboxes (HTML 5 browser required) 2012, Genesys Telecommunications Laboratories All Rights Reserved 67

61 Web GUI - Administrator Access via: server]:8080/voic -web/admin 2012, Genesys Telecommunications Laboratories All Rights Reserved 68

62 Voic Retrieval Option 1: SIP Phone Option 2: Remote Phone Option 3: Web Portal 2012, Genesys Telecommunications Laboratories All Rights Reserved 69

63 Web GUI - User Access via: server]:8080/voic -web/browse 2012, Genesys Telecommunications Laboratories All Rights Reserved 70

64 Message Waiting Indicator (MWI) Each agent or DN is associated with a single mailbox MWI for this configured mailbox is sent to the SIP phone of the agent/dn MWI for this configured mailbox is also sent to agent desktop app (may require minor customization to show MWI) 2012, Genesys Telecommunications Laboratories All Rights Reserved 71

65 SIP Server Voic Options SIP Server now includes a new option, info-pass-through, that lets you control whether SIP Server will pass SIP INFO messages to a remote device. Configure this option on the destination DN. For example, if DN1 and DN2 are connected, and DN1 sends an INFO message to DN2, SIP Server analyzes the info-pass-through option on DN2 to decide if the INFO message should be passed through or filtered out. 2012, Genesys Telecommunications Laboratories All Rights Reserved 72

66 Configuration Agent SIPServer Physical GSVM DN declared as Voice Over IP Service Name = contact in GSVM trunk to Agent SIPServer. contact = URI of GSVM SIPServer host:port. service-type = voic One for each GSVM. 73 Define the mailbox of DNs or Agent Login: Option gvm_mailbox any string (digits only). Must be unique, but can be assigned to multiple DNs. 2012, Genesys Telecommunications Laboratories All Rights Reserved 73

67 SIP Server Business Continuity

68 Features Two site deployment. Active / active operation Near real-time failover Automatic failover Complete Genesys solution Database redundancy Extended operation of surviving site, with full HA Single configuration of common data Scalability 2012, Genesys Telecommunications Laboratories All Rights Reserved 75

69 Features Two site architecture. The sites applications share the same Configuration Server. Redundant databases - Configuration database replicated between sites - Other databases maintained independently at each site Peered SIP Server - SIP Servers are united in DR-pair - SIP Switches use synchronized configuration for some types of DNs and agent logins - Agent SIP phones register with both SIP Servers. It requires dual registration phone capability. - Agent desktops can log into SIP Server at either site, but have a preferred site - SIP Servers coordinate to deliver routed calls, internal calls, external calls from either SIP Server to agents via the SIP Server at which they are currently logged in - 2 HA pairs of SIP Servers in active / active configuration Agents can originate calls via either SIP Server 2012, Genesys Telecommunications Laboratories All Rights Reserved 76

70 Architecture Overview Solution Components Media Gateways PSTN MGW MGW MGW 1. Solution layers (MGW / Data Center / Contact Center) may or may not be co-located. Site 1 Site 2 MFW SIP-S NSS CS SCS URS CS MFW SCS SIP-S NSS URS 2. Each solution layer can be scaled horizontally, independently of other layers. Data Centers DBMS CSP LM DBS GIM GI2 MS MS Admin Reporting ICON StatSvr StatSvr OCS Media Svr RM ICON MCP DBMS CSP LM DBS GIM GI2 MS Reporting Admin ICON StatSvr StatSvr OCS Media Svr RM ICON MCP 3. Stacked components indicate local HA redundancy. Can be active / standby, load balanced or parallel depending on the component. Contact Centers IW Sup / Admin Agent Sup / Admin Agent IW 2012, Genesys Telecommunications Laboratories All Rights Reserved 77

71 Architecture Overview Framework, DBMS, Licensing Media Gateways Data Centers Contact Centers MGW MGW MGW Config DB Replication Site 1 4 MFW SIP-S 1 NSS Site 2 CSDB Active 5 CS CSP LM DBS GIM GI2 SCS MS MS Admin Reporting ICON StatSvr IW URS StatSvr OCS Media Svr RM ICON MCP PSTN Standby Active Sup / Admin Agent Sup / Admin Agent 2 3 CSDB 5 CS CSP LM 1 DBS GIM GI2 MFW SCS MS Reporting Admin ICON StatSvr IW SIP-S NSS URS StatSvr OCS Media Svr RM ICON MCP 1. Active Config Server at Site 1, redundant Config Server at Site 2 2. Config Server Proxy on each side provides survivable local copy of CS DB. 3. Distributed SCS communicating via Message Server. 4. Configuration Database replication (e.g. Oracle Golden Gate) from primary DBMS to backup DBMS. 5. License Manager on each site provides technical licenses for local applications. Each site must have sufficient licenses to support DR scenarios. 2012, Genesys Telecommunications Laboratories All Rights Reserved 78

72 Architecture Overview Administration Media Gateways PSTN MGW MGW MGW 1. Users normally connect to Genesys Administrator at Desktop Preferred Site. Site 1 Site 2 MFW SIP-S NSS CS CSP SCS MS URS StatSvr CS CSP MFW SCS SIP-S NSS URS StatSvr 2. If preferred site fails, users connect to Administrator at other site. Data Centers LM DBS MS Admin OCS LM DBS MS Admin OCS CSDB Reporting Media Svr CSDB Reporting Media Svr GIM ICON RM GIM ICON RM GI2 StatSvr ICON MCP GI2 StatSvr ICON MCP Contact Centers IW Sup / Admin Agent Sup / Admin Agent IW 2012, Genesys Telecommunications Laboratories All Rights Reserved 79

73 Architecture Overview Peered SIP Servers Media Gateways PSTN MGW MGW MGW Site 1 Site 2 MFW SIP-S NSS 3 MFW SIP-S NSS 1. Agent SIP endpoints have SIP registration on the both SIP Servers simultaneously. 2. Agent desktop normally logs into Preferred Site SIP Server, but logs into other site if preferred site is not reachable, or rejects login. Data Centers CS CSP LM DBS SCS MS MS Admin URS StatSvr OCS CS CSP LM DBS SCS MS Admin URS StatSvr OCS 3. Peered SIP Servers check mutual availability and coordinate to deliver routed calls, internal calls and external calls to each agent via the SIP Server at which agent is logged in. Contact Centers GIM GI2 Reporting ICON StatSvr 4 1 IW 2 Media Svr RM ICON MCP 1 1 Sup / Admin Agent Sup / Admin Agent 1 GIM GI2 4 Reporting ICON StatSvr IW 2 Media Svr RM ICON MCP 4. Agent desktop can connect to Config Server Proxy at either site, but gives preference to Desktop Preferred Site. 5. Current IW implementation utilizes simultaneous T-Lib connection to the both SIP Servers. However, Agent logged in on one site only. 2012, Genesys Telecommunications Laboratories All Rights Reserved 80

74 Architecture Overview Reporting Media Gateways PSTN MGW MGW MGW 1. Redundant GIM instances at both sites operate in parallel, fed by ICON DBs at both sites. Data Centers Site 1 Site 2 MFW SIP-S NSS IMDB CS CSP LM DBS SCS MS MS IDB 1 GIM ICON GI2 Admin StatSvr URS StatSvr OCS Media Svr RM ICON MCP IMDB MFW CS SCS CSP LM MS DBS Admin IDB 1 GIM ICON GI2 StatSvr 4 SIP-S NSS URS StatSvr OCS Media Svr RM ICON MCP 2. ICON data that has not been transferred to GIM at time of site failure will be lost. 3. Users can retrieve historical reports from GI2 at either site. 4. Real-time reports: CC Pulse connects to Stat Servers at either site. 5. Every Stat Server monitors both SIP Servers. Contact Centers IW Sup / Admin Agent Sup / Admin Agent IW 2012, Genesys Telecommunications Laboratories All Rights Reserved 81

75 Call Delivery Premise Call Routing Media Gateways Data Centers MGW MGW MGW Site 1 Site 2 MFW SIP-S CS CSP LM DBS GIM GI2 SCS MS MS Admin Reporting ICON StatSvr 2 URS 3 StatSvr OCS RM ICON MCP 1 Media Svr PSTN 4 CS CSP LM DBS GIM GI2 MFW SCS MS Reporting Admin ICON StatSvr SIP-S URS StatSvr OCS Media Svr RM ICON MCP Media gateways distribute incoming traffic across both sites. Site 1 Stat Server has visibility to agents. logged into both SIP Servers 1. A call arrives a SIP Server on Site SIP Server requests routing instructions from URS. 3. URS selects the best agent to handle the call. In this example, the selected agent is logged in on the other SIP Server. URS requests SIP Server to route the call to the agent. Agent Reservation must be enabled. Contact Centers IW Sup / Admin Agent Sup / Admin Agent 5 IW 4. URS passes Site 2 in the location, so SIP Server transfers the call to the Site 2 SIP Server using ISCC. 5. Call is delivered to agent. 2012, Genesys Telecommunications Laboratories All Rights Reserved 82

76 Call Delivery - DR-pair Target detection & Forwarding The Party that originates the direct inbound (or internal call) call does not know the current agent s location. So call can arrive to any server in a DR pair. Target Detection & Forwarding procedure takes measures to deliver the call to the proper site in Business Continuity deployment. - The procedure is applied to all calls to be delivered to the agent DNs. - If destination is ready for call, call is delivered to it. Otherwise, call is forwarded to the DR-peer. - This activity related to agent availability only. There is no intention to try the second site destination if phone is inaccessible on the first site. - To avoid the infinitive loop of forwarding procedures in case of logged out agent, the forward SIP messaging includes private URI parameter in the Contact (for 302) or Refer-To (for REFER ). Contact: <sip:7101@dr-peer:5060;x-genesys-dr-forward> - So, if call has been already forwarded from peer site then current SIP Server must try to deliver it to DN requested independently of agent status. 2012, Genesys Telecommunications Laboratories All Rights Reserved 83

77 Failure detection Sip Server - Utilizes the dedicated trunk which points to its peer. - Trunk name is defined in application option dr-peer-trunk. - The Out of Service check mechanism configured on this trunk provides the failure detection functionality( options oos-check and oos force. Desktop (T-Lib client) - Desktop must use the ADDP protocol to detect site availability. SIP end point -failure detection depends on the phone model - Bria: Supports Send SIP keep-alive option. End point utilizes empty messages sent to SIP port and relies on ICMP errors to detect - Polycom SoundPoint: it does not have keep alive mechanism. The failure could be detected by failing of outbound call or renewal of the registration. - ALU 40xx uses OPTION request to check the SIP Server availability. Important that it does not continue sending OPTIONS to a dead site. So, it cannot detect the primary peer recovering. As result, it continues to work with secondary peer until failover on secondary site. 2012, Genesys Telecommunications Laboratories All Rights Reserved 84

78 Graceful migration BC supports graceful migration of operations from two active/active SIP Server Peer sites to a single site Graceful migration includes administrative and automatic parts: 1. Configure your MGW to stop sending calls to the SIP Server Peer site that you intend to shutdown. 2. Possible step is starting the dedicated strategies on URS. 3. Using Genesys Administrator, then initiate a graceful shutdown of the SIP Server During the graceful shutdown procedure SIP Server 1. Moves all agents into NotReady state 2. Logs out all agents who does not have active calls (with appropriate reason code ) and declares DN Out of Service 3. Rejects all INVITE with configurable final response (option shutdown-sip-reject-code ) 4. Forbids any call created T-Request. 5. Rejects all agent login or ready requests. SIP Server waits until last call is finished and then stops. 2012, Genesys Telecommunications Laboratories All Rights Reserved 85

79 Supported Environment Platforms MS Windows 2008 Red Hat Linux 5 AIX Solaris Database Oracle Endpoint Types CounterPath Bria Polycom Soundpoint IP ALU 4000 SIP Endpoint SDK Remote agents (e.g. TDM) Soft switches Siemens OpenScape Voice Agent Desktop Interaction Workspace (8.1.1+) SDK support for Interaction Workspace and 3 rd party desktops (8.1.0+) 2012, Genesys Telecommunications Laboratories All Rights Reserved 86

80 Administrator in BC deployment Genesys Administrator takes care of synchronization in business continuity environment. - Tool to create a new switch object or select an existing switch object to be synchronized with the original. - Monitors updates of Persons and Places related to DR-pair of SIP Servers and synchronizes the changes on the fly. - Tool to check the synchronization consistency of CME objects related to DR-Pair of SIP Servers 2012, Genesys Telecommunications Laboratories All Rights Reserved 87

81 1. Synchronize the DR pair of switches Sync the DR pair of switches using GA Sync Switch wizard. 2012, Genesys Telecommunications Laboratories All Rights Reserved 88

82 1. Synchronize the DR pair of switches The Wizard sets up the switches as peers, synchronizes switchrelated elements between them, and then keeps them synchronized. 2012, Genesys Telecommunications Laboratories All Rights Reserved 89

83 Interaction Workspace support of BC deployments Configuration supports information about DR-pair and preferred site. Supports simultaneous dual SIP registration of SIP end points Can recognize Reason codes for forced logout and properly react on it. Supports site failure detection and switchover mechanism. 2012, Genesys Telecommunications Laboratories All Rights Reserved 90