Description of Technical Architecture

The XTIUM Contact Suite (XCS) platform spans over multiple data centers in globally dispersed geographies. Each data center operates an XCS Geo Site which implements component-based redundancy with no single points of failure. Each XCS customer is in fact a tenant operated on a SaaS platform. XCS multi-site configuration allows for tenants to be served from any Geo location (by default the closest) thus providing scalability, geographic redundancy, and Disaster Recovery for its customer base.

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CONFIDENTIAL Architecture document

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Foreword

This document describes the XTIUM Contact Suite (XCS) platform architecture which provides Geo redundancy, high availability, redundancy and scalability.

This document also describes the platform’s security architecture and the layered topology that was selected to provide safe, secured and authorized use of the platform by all its users and roles. 3rd-party High Availability (HA) components are out of this document scope.

Document

Technical Architecture

Summary of Components

  • Perimeter Services – all external communication to XTIUM Contact Suite (XCS) application servers pass through Perimeter services, which act as a proxy server responsible for authentication and basic authorization. Telephony communication also passes into the network, via redundant session border controllers (SBCs), which authenticate and validate the authorization for each session initiation protocol (SIP) endpoint.

  • Application Servers Module – provides the business layer implementation for the execution of an organizations’ business logic. It also implements a back-to-back User Agent (B2BUA) SIP Server.
  • SIP Proxy Service (Part of the application server) – responsible for routing incoming telephony calls to XCS’s Contact Center tenants
  • Media Services – provides media playback functionality, advanced supervision commands (like listen, coach and intervene) and recording for telephony conversations
  • Directory Services (XCS Domain Controller) – provides authentication mechanisms for application services and clients
  • Database Services – provides persistent storage for historical and pending data. When configured as a SQL Server cluster, it uses the storage area network (SAN) storage for the database files
  • Network Attached Storage (NAS) File Servers – provides storage for configuration data, recordings, audio files and temporary storage for application data
  • Reporting Servers – provides an interface to run a variety of detailed reports which empower the contact center leaders to make intelligent decisions regarding management of their business.

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