Ivanti Voice Architecture
The following diagram illustrates the basic Ivanti Voice architecture.
This simplified deployment involves the following:
•A single Server installation on a central server (the Ivanti Voice host computer)
•A single Client installation on a client computer
•A single database connection (stores interaction data and log data)
Deployments in real production environments are more complex, involving numerous agent workstations, remote installations of Ivanti Voice management tools accessing multiple servers, a third-party reporting interface (such as Crystal Reports) connected to the Ivanti Voice database, and additional databases, such as customer information databases, possibly residing on separate computers.
SIP Soft Switch
•Provides telephone number-to-IP address mapping for all SIP-enabled endpoints, including the voice server and agent phones.
•Provides conditional call forwarding, ensuring fault tolerance and reliability by spanning call volumes on multiple gateways.
•Acts as a SIP registrar, allowing SIP endpoints to register IP addresses and use dynamic IP addresses.
•Provides security for endpoints that have user names and passwords set up in the Dial Plan, as the endpoint must provide valid credentials for registering with the SIP Proxy Server. Endpoints specified with a trusted IP address cannot register (i.e., they cannot change their IP addresses).
•Connects with a telephony gateway through which Ivanti Voice accesses a public phone network such as the United States Public Switched Telephone Network (PSTN).
Handles actual voice data transported using RTP (Real Time Protocol) protocol.
A SIP endpoint that provides telephony and voice functionality to Ivanti Voice applications, such as playing voice files, recording voice files, playing common data like numbers, currency amounts, etc. (CDS).
Verifies the license file; keeps track of licensed features and usage.
Manages agent conferencing functionality.
Contact Center Server
Provides Contact Center functionality, including user management, call routing, interaction management, agent management, etc.
Statistics and Metrics Engine
A component of the Contact Center server that tracks the activities of agents, interactions, and calls to provide real-time statistics and historical reporting. The Statistics and Metrics Engine stores statistical data in the Ivanti Voice database.
Manages communication from the Ivanti Voice Integrated Voice Toolbar, used in applications such as ITSM 7.0 to communicate with the Ivanti Voice server. Also provides integrated security to support single sign-on.
A client application that lets system administrators start and stop servers and services, reset Telephony server channels, and monitor information about current server activity.
A browser-based interface that lets system administrators control Ivanti Voice configurations and management tasks. Includes:
•System Configuration - Enables configuration of servers, dial plan, users, etc.
•Application Builder - Development tool used to create multiple voice applications for an Ivanti Voice deployment.
•Log Viewer - Displays data pertaining to server events; useful for troubleshooting.
•Reporting - Enables the running of statistical reports.
Ivanti Voice Communicator
A softphone client application that ships with Ivanti Voice - lets end users perform basic telephony tasks such as making phone calls, initiating conference calls, placing calls on hold, transferring calls, etc.
Ivanti Voice Client
A client application (either the Ivanti Voice Agent Dashboard or the Ivanti Voice Integrated Toolbar) running on the computer of each agent and supervisor in the contact center.
The Ivanti Voice Integrated Toolbar provides basic call control functionality, such as answering, transferring, and dialing calls using a softphone or IP Desk phone, and also notifying the server of the agent’s availability to receive calls.
The Agent Dashboard provides additional functionality for agents:
•Instant Messaging among agents
•View the properties of calls in the queue.
•View the states of all agents and monitor calls.
•View the properties of calls in the queue; assign calls to an agent.
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