ACHIEVING 100% UPTIME WITH A CLOUD-BASED CONTACT CENTER

ACHIEVING 100% UPTIME WITH A CLOUD-BASED CONTACT CENTER Content: Introduction What is Redundancy? Defining a Hosted Contact Center V-TAG Distribution Levels of Redundancy Conclusion Fault Tolerance Scalability Modularity Bandwidth Optimization Open Hardware/Software Support Flexible Operations Critical Functions of Redundancy 3CLogic.com 1

Introduction Many companies have experienced the proven advantages of a cloud-based contact center over traditional on-premise call centers. While traditional on-premise call centers have evolved to be reliable over time, they still experience downtime and have to schedule maintenance windows for upgrades. For traditional on-premise call centers, to have a redundant design with no downtime means doubling the cost of the technology. If however, traditional call centers were to be made redundant by backing them up with cloud-based contact centers, it is indeed possible to achieve 100% uptime at a much lower cost than doubling the cost of the technology. Most hosted call center solutions rely on the cloud infrastructure to provide a basic level of redundancy and reliability. For instance, storage for a call center may be backed up in the same availability zone. The most commonly available hosted call center solutions are based on centralized server architecture, similar to their on-premise cousins. While the cloud infrastructure provides some level of reliability, it is not enough for call centers that must maintain 24/7 operation. If critical components, such as Call Servers, Database Servers, Automatic Call Distributors, Predictive Dialers, and Management Servers, have to be backed up on different availability zones on the cloud, then the cost doubles just like premise-based systems. This would be the case for centralized server based hosted call center solutions. This paper describes a way to achieve progressive levels of availability and reliability, nearing 100% uptime for a cloud-based contact center. In particular, a cloud-based contact center that is based on 3CLogic s innovative Virtual Telephony Application Grid (V-TAG) technology has proven to be highly successful in the field; achieving 99.999% uptime when deploying mission-critical contact center applications. What is Redundancy? Redundancy is the duplication of critical components or functions of a system with the intention of increasing the reliability of the system, usually in the case of a backup or failsafe. In order for a system to be fully redundant, it must have additional functions which remain passive until circumstances require them for backup. For example, a contact center may have a server that is not used for anything else except backing up data (e.g., contacts lists and call recordings). Instead of having one point of failure, like a centralized server, a redundant system will have multiple ways to continue to function in the event of a crisis or an outage. Defining a Hosted Contact Center Hosted Contact Centers are called many different names; cloud-based, Software as a Service (SaaS), or Call Center Virtualization (CCV). They all mean the same thing: an outsourcing of contact center hardware, software, and networking to a third party for a fee. Hosted Contact Centers provide all hardware, software, database, and application 3CLogic.com 2

and platform configurations to a client through internet-accessible resources. Scaling resources or expanding to new locations have become administrative issues, not a matter of product acquisition. Bandwidth and user licensing is an abstraction. Expansion or contraction of the network during peak usage or trough loading is a matter for the administrator and the third-party provider, not an internal information technology (IT) or engineering issue. The primary objective of outsourcing to a Hosted Contact Center solution is maximizing what you get for the fee you pay. The key point to understand about a hosted contact center is whether the architecture is distributed or centralized. How one chooses to implement their Hosted Contact Center is an important factor in how their business will operate once they move to a hosted contact center. Just because a business chooses to move to a cloud-based contact center function, it doesn t relieve them of the responsibilities of providing high quality of service to their customers. While they may not be managing the technical aspects of how the contact center operates, the contact center s success is still dependant on the quality of customer service being provided. A Distributed Architecture Eliminates Failure The fundamental weakness of the commonly available hosted contact center is the centralization of resources. By centralizing resources, a single point of failure is created. So, a traditional centralized server architecture is vulnerable to a number of problems including (1) increased transaction wait times due to call state replication for failover protection, (2) increased computational and memory requirements for the servers in the network, and (3) a bottleneck where all media and signaling traffic is concentrated into a single point. Ultimately, it results in a fewer number of seats being served by the equipment deployed. For a contact center using the traditional solution, this translates into higher costs. The fundamental difference with the approach outlined here is that call processing and call distribution functions are handled by a distributed grid known as a Virtual Telephony Application Grid (V-TAG). A Contact Center based on V-TAG has no single point of failure because it is virtually, securely, and robustly distributed across the internet. It truly is a cloud solution, with no central point bandwidth bottleneck because there is no central point; the architecture is completely scalable. Central Processing Units (CPUs) and memory loads are distributed and managed using V-TAG, so no call-state replication is required. Campaigns maintain high functionality and customer service remains constant even if several service points go down or peak traffic patterns occur unexpectedly. For more details, please access our V-TAG Whitepaper at www.3clogic. com/resources/white_papers.html Figure 1 illustrates centralized server architecture versus V-TAG architecture. With a centralized server, the contact center limited by the processing capabilities of the available servers, leaving it vulnerable to outages when agents needs or call volume spikes exceed the capacity of those servers. With V-TAG technology, the agents PCs replace those servers, to create a distributed network, which cumulatively delivers more power at a lower cost. In essence, every time the contact center grows, its capacity grows with it. 3CLogic.com 3

Centralized Server Architecture Virtual Telephony Application Grid (V_TAG) V-TAG Distribution With V-TAG, call handling and call-states are distributed over a grid comprised of the contact center s agents PCs. Call functions, such as outbound calling, incoming queues, or Computer Telephony Integration (CTI) functions, are maintained at each end point, or individual PC. The agent console can be co-resident on the same node too, so local call functions are managed from the end point and not from a centralized location. End point nodes are also capable of processing media functions like Answering Machine Detection (AMD) and call recording. The fundamental strength of the V-TAG environment is that call-state information doesn t have to be maintained in a central location in the system, eliminating any single point of failure. In summary: V-TAG end nodes are limitlessly scalable and load-sharing. Utilize efficient distribution methods for rich, priority-based scaling, load-sharing, and backup of critical nodes in the system. Spare nodes can be easily added and removed to address dynamic load and redundancy requirements. Figure 1: illustrates the benefits of V-TAG Architecture over centralized server architecture. Levels of Redundancy With V-TAG, it is possible to achieve different levels of redundancy through different network designs that are optimized to provide the highest levels of fault tolerance for that particular level of redundancy. 3CLogic.com 4

Level 1 Relies on redundancy provided by the cloud infrastructure. Reliance on hardware redundancy in the same availability zone and cloud-provided protection e.g. RAID, Application Image storage. Restoration time can be in hours, with manual intervention required. Level 2 Additional redundancy provided through back-up servers. Automated, script-driven fallback/restore process. Restoration time to full usage in minutes, with guaranteed Service Level Agreements (SLAs). Level 3 Complete redundancy provided through concurrent data replication in multiple availability zones. 24/7 availability, 99.999% uptime. Fully automated, transparent fallback/restore process. Figure 2: illustrates how the various redundancy level options can differ. Table 1: outlines the different redundancy levels. Fault Tolerance With a Contact Center that is based on V-TAG, the incoming, outgoing, or blended campaign keeps running as long the agent PCs are functioning properly. Even if a few of the PCs are not operational, the failure is limited to the agents on those PCs while the other call center agents operate normally. Tailored high-availability (HA) and open-scaling models provide robust distributed call handling and create a highly fault-tolerant system. Scalability V-TAG allows incremental scaling of resources based on spikes or reductions in demand and growth in your contact center. Each agent PC adds resources to the system proportional to the calling load that it brings with it. Easily 3CLogic.com 5

configurable networks allow for the commissioning and decommissioning of resources for temporary or experimental call environments. A distributed architecture allows for a low cost and low risk method to try new resources and marketing programs without a large up-front investment in equipment: add servers only when necessary and easily remove them when they no longer are. Modularity Application level partitioning in an 1:N redundancy configuration assures the highest level of scalability. Native support for load balanced clusters ensures that maximum reliability is available regardless of the fault or traffic environment. Recording and Interactive Voice Response (IVR) technology function as independent functions allowing feature partitioning in a single server or across multiple servers. Dashboard Agent Console functions that operate independently allow system administrators to scale assets making it easy to increase the number of seats when needed. Additionally: Backup load balancer inherits the global IP address on switchover, causing SIP trunks and SIP Proxy links to switch over transparently. SIP service combine scaling and redundancy architectures via load balancing. Though V-TAG employs OpenSER as its native SIP proxy server, call router, and user agent registration server for a peering point to SIP carriers, it is just a routing intermediary between end system hardware. Implemented in a stateless manner, server failure in a loadbalanced cluster does not impact any ongoing call in the system. Call-states are maintained in a distributed fashion on end-system servers. Any transaction state on a failed system will be re-created on another server by SIP s native transaction retry mechanisms. In contrast, other hosted call center vendors, bundle management, back-to-back user agent, and Automatic Call Distributor (ACD) on the same server. The server manages call states for attached clients. The scalability of this central server is a function of the most heavily loaded sub-system. The problem with this set up is, more severs need to added if any one of the bundled service runs out of room. As a result, this reduces the number of seats that can be supported on the server. Bandwidth Optimization Since V-TAG does not require any single media concentration point, calls traverse directly between agents PCs and carrier network, allowing a Hosted Contact Center to route calls over multiple network connections. Media flows directly from the carrier s Session Border Control (SBC) to the service node that consumes the media. On a transfer, media is redirected from SBC to the transfer point, without any relaying. V-TAG is able to trim the fat by delivering only the bandwidth you need through a distributed network. Open Hardware/Software Support All V-TAG components are based on open standards. There is no danger of being locked into a proprietary environment that won t allow a contact center to grow and change as the market it services changes. With V-TAG, it is possible to use Linux, MySQL, Apache, Tomcat, and OpenSER, with hardware and software support available from Redhat or Sun. V-TAG is compatible with most general purpose hardware. The contact center will never be locked into a contract with a single vendor 3CLogic.com 6

hardware supplier. Equivalent systems may be used from vendors like Sun, Dell, SuperMicro, IBM, or any other proprietary hardware. No special purpose media cards, Digital Signal Processors (DSPs) or high bandwidth interfaces are required to build a contact center. Support for many storage options, such as external storage devices and Storage Area Networks (SANs), is also provided. Flexible Operations Call and data center bandwidth requirements are small: 1. 45kb/s per call (G.729 compliant). 2. All HA options are 1+1 (Hot Standby) and a Virtual Internet Protocol (VIP) address is shared between the HA pairs. 3. Firewall is optional, but always recommended. 4. VIPs are deployed on bonded-links to increase redundancy. Non-bonded links may be used as well. 5. SIP Servers may be deployed on a separate set of switches to increase reliability during fault switching. 6. Recording servers may be deployed in redundant pairs with shared external Serial Attached SCSI drives or SANs for increased reliability. Call recordings can be stored for two months, but that time can be increased if more disk space is made available. 7. Each system needs 4 physical interfaces (Agent PCs) for full redundancy, although you can still operate with a minimum of two interfaces.. V-TAG provides custom reporting and business objects interface support by exporting its MySQL management database to the reports database. This security feature ensures complete separation of active database tables from reporting and data mining operations. Standard SQL queries and tools can be used to access the report database. Reporting and Business Objects frameworks like Crystal Reports can be very easily used to build custom applications for use with the report database. Critical Functions of Redundancy When it comes to designing a highly reliable contact center solution, the cloud has some inherent advantages. Unlike an on-premise solution, one key benefit of a cloud-based solution is its pay-per-use business model. Cloud providers can offer a pay-per-use model because their infrastructure is designed and implemented so that multiple users can access the underlying infrastructure. Additionally, the occupancy ratio is high enough that it provides reasonable returns to the infrastructure vendor. Passive components which are part of the redundancy architecture can be on standby without incurring additional costs. Load Balancing Multiple independent active components, each with spare capacities to absorb load of a single failure. Fully loaded system with no spare capacity is NOT redundant. N:M Backup N active components backed up by M passive components (N >= M) N:1 (M=1) is a preferred configuration 1:1 (N=1, M=1) is a special case of 100% redundant system 3CLogic.com 7

Managed redundancy/scaling solutions Rightscale, Scalr. Conclusion The providers of cloud-based contact centers have invested years in research and development to create technologies that put cloud-based offerings on par with on-premise solutions. Now that cloud-based solutions offer equally advanced features and functions, the business decision to adopt a cloud-based contact center has become focused on cost effectiveness and security compliance. For more 3CLogic White Papers visit: /resources/white_papers.html 3CLogic s entire document library can be found at: /resources/index.html 3CLogic 9201 Corporate Blvd, Suite 470 Rockville, MD 20850 800-350-8658 or 240-454-6347 Website: www.3clogic.com Twitter : @3clogic While security compliance and cost are important aspects, a key benefit of a cloud-based contact center is often overlooked. During the evaluation process, it is often assumed that the reliability of a cloud-based contact center is going to be similar or higher than that of a premise-based solution. With the wrong choice, businesses often suffer through long outages, costing them thousands of dollars in wages and lost opportunities, when they could have subscribed to a cloud-based call center solution that guarantees them close to 100% uptime. Reliability is just as important as cost and security. 3CLogic is able to provide a superior contact center software solution because we implement V-TAG distributed architecture to provide the highest available uptime and fully redundant data recovery and backup. 3CLogic offers a hosted contact center with the highest performance and nearly 100% uptime. 3CLogic.com 8