GSN Cloud Contact Centre Voice & Telephony Datasheet

Transcription

1 GSN Cloud Contact Centre Voice & Telephony Datasheet Commercial in Confidence Reference: GSN CCC - Voice & Telephony Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria Global Speech Networks - Error! Reference source not found. GSN CCC: Voice & Telephony GSN Cloud Contact Centre Voice & Telephony Datasheet Global Speech Networks Commercial in Confidence i

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 Voice & Telephony 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 25/5/2009 Max Lipovetsky st Revision 30/01/2015 Steve Duke

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

4 Table of Contents 1. Introduction 5 2. GSN Carriage High Availability Number Management 7 3. Bring Your Own Trunking High Availability Solution Compatibility Number Plan Management 9 4. Bring Your Own Carrier High Availability 10

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 voice network connectivity required for service delivery. 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 three distinct connection approaches that incorporate best practice designs for the provision of enterprise cloud services whilst recognising that the balance between cost, availability and existing commercial agreements is not the same for all customers. Although GSN has capability to support connection types other than those listed, these 3 connection approaches incorporate the most common and generally the most effective approaches. Approach Foundation Edition Optimise Edition CX Edition GSN Carriage Bring Your Own Trunking Bring Your Own Carrier 2. GSN Carriage GSN can provide full end-to-end carriage services as part of the GSN Cloud Contact Centre with the GSN Carriage service. The following diagram displays the GSN Carriage topology: 5 GSN Cloud Contact Centre Voice & Telephony Datasheet Global Speech Networks Commercial in Confidence

6 Service PSTN Connectivity Toll Free Number (Intelligent Network) Inbound Direct-in-dials Outbound carriage Availability Status Always Included Optional Always Included Always Included Highly Redundant 2.1 High Availability In this topology GSN maintains connection to each Carrier node from each data centre and there is complete number transparency between the carrier nodes. This provides link redundancy for both inbound and outbound calling natively within the architecture. Toll Free Number provision can be optionally provided within GSN Carriage; however, the solution is fully compatible with Intelligent Network services provided by other carriers. 6 GSN Cloud Contact Centre Voice & Telephony Datasheet Global Speech Networks Commercial in Confidence

7 2.2 Number Management Customers who choose to utilise GSN carriage can be allocated new number ranges or can port their existing number ranges (where possible). Where the customer chooses to utilise their own Toll Free Numbers the intelligent network will need to be modified to route calls to the new GSN number ranges. GSN will allocate new numbers to both extensions and route points from the number ranges allocated with contiguous blocks utilised wherever possible. 3. Bring Your Own Trunking In this topology customers can bring their own trunking solution including private trunks to other Unified Communications platforms that then form a gateway for PSTN access. The following diagram displays the BYOT topology 7 GSN Cloud Contact Centre Voice & Telephony Datasheet Global Speech Networks Commercial in Confidence

8 Service PSTN Connectivity Toll Free Number (Intelligent Network) Inbound Direct-in-dials Outbound carriage Availability Status Optional Can be highly redundant 3.1 High Availability Inbound Call redundancy can be readily achieved (with the Megaport, GSN Direct Connect Dual & Customer Extended WAN methodologies). From a customer configuration perspective no additional configuration or setup (other than standard BYOT) is required. The SIP Trunk is established to the GSN Service IP Address and this is also the address where RTP is sent. In the instance of failure within the GSN network GSN edge security devices provide stateful failover across geographies and calls in progress can simply continue. From an outbound perspective the GSN CC will monitor the availability of the Customer s UC platform utilising SIP OPTION messages. On detecting that the primary UC node is unavailable the GSN CCC will direct all 8 GSN Cloud Contact Centre Voice & Telephony Datasheet Global Speech Networks Commercial in Confidence

9 outbound calls to the alternative node. In the instance that a UC node does not respond directly to a SIP INVITE message the GSN CCC will direct the traffic to the alternative node. 3.2 Solution Compatibility The GSN Cloud Contact Centre has been extensively tested with the following SIP based platforms: Acme Packets SBC Avaya ACM Avaya SES Audiocodes Mediant Cisco Call Manager Cisco AS5XXX Media Gateways Broadsoft Broadworks F5 LTM Microsoft Lync 2010, 2014 Microsoft Office Communication Server 2007 Sonus SBC Additional UC platforms that support the SIP protocol can be supported but will require validation testing before The GSN CCC supports both static and dynamic SIP Registration with and without authentication. 3.3 Number Plan Management When using BYOT GSN Cloud Contact Centre is dependent on number management from the customer. Support is available for short dialing and other number manipulation techniques in order to achieve a seamless user experience for end users across both the UC and Cloud Contact Centre platforms. 4. Bring Your Own Carrier Customers who have existing arrangements with carriers can continue to utilise these arrangement within the GSN Cloud Contact Centre. The diagram below shows two options for carrier connectivity. 9 GSN Cloud Contact Centre Voice & Telephony Datasheet Global Speech Networks Commercial in Confidence

10 For customers whose carrier is already connected to GSN they can simply utilise their account details on a new SIP trunk from the carrier. For customers who already have network connectivity supporting their SIP trunk the SIP trunk can be carried over the interconnect between the GSN PoPs and the customer network. Of course GSN can also support connection to new carriers where required. Service PSTN Connectivity Toll Free Number (Intelligent Network) Inbound Direct-in-dials Outbound carriage Availability Status Can be highly redundant 4.1 High Availability High Availability is handled much as with BYOT, however most carriers have Virtual IPs in front of their SIP Trunk termination equipment eliminating the need for SIP OPTION messages to monitor trunk health. 10 GSN Cloud Contact Centre Voice & Telephony Datasheet Global Speech Networks Commercial in Confidence