Architecture
Components
The connection is via HTTPS with a level 3 certificate via (https://xxxx.ucontactcloud.com), uContact uses HTTPS (http2) with a REST API and Secure Websockets (wss).
The connection is made through Secure Websockets https://xxxx.ucontactcloud.com:8089/ws (for SIP signaling).
Our STUN Server (stun.ucontactcloud.com)
Agent and Telephony server negotiate with STUN Server gathering ICE candidates.
After that the connection is made from the agent to the telephony server, bridging the communication with the telephony provider (via SIP, SIP TLS, SIP WebRTC).
The telephony server does the bridging to host all the recordings, transcoding, etc.
Codecs: We use alaw, ulaw, opus, vp8, h264. Al the transcoding part takes action in the telephony server.
QoS: We can do TOS and COS tag (on the server-side) the packets with multiple parameters in different actions (video, audio, text)
The server prefers cipher suites supporting Perfect-Forward-Secrecy.
The server provides HTTP Strict Transport Security.
The server provides HTTP Public Key Pinning.
X-XSS-Protection
Hardware Sizing (On-Premise)
|
Size |
Agents |
Telephony |
Backend |
Database |
|---|---|---|---|---|
|
Small |
< 30 |
1 |
0 |
0 |
|
Medium |
< 500 |
1 |
1 |
0 |
|
Big |
> 500 |
1 |
1 |
1 |
Accepted Telecommunications Equipment
Digium or Sangoma Cards, Xorcom, Dinstar, KHOMP, SIP Gateways, SIP Hardphones.
The teams of agents and supervisors must have the following minimum requirements:
Agent Desktop
-
Processor: Core i5 2.0 GHz
-
Memory: 8GB RAM
-
Resolution: 1366 x 768 (minimum)
-
Disk: 160 GB
-
Chrome browser
-
2mb symmetric internet connection
Supervisor Desktop
-
Processor: Core i5 2.5 GHz
-
Memory: 8 GB RAM
-
Resolution: 1366 x 768 (minimum)
-
Disk: 160 GB
-
Chrome browser
Component Versions
BBDD: Mysql: 8 or 5.7
WebServer: NGINX 1.17. 0 (latest)
OS: Ubuntu 20.04, 18.04, 16.04
Telephony: Asterisk Modificado branch 13
Frontend: HTML5 y JS
Backend: Java 8
Structure
1/etc/IntegraServer/web/
2 IntegraPortalWS.war
3 IntegraChannels.war
4 IntegraGamification.war
5 /forms/
6 /images/
7 /uContact/
8 /workflowdesigner/
9 /formsdesigner/
10 /tmp/
11 /webchatclient/
12 /etc/IntegraServer/reports/
13/etc/IntegraServer/server/
14 IntegraServer.jar
15 /jasper/*.jar
16 /jdbc/*.jar
17 /mail/*jar
18 /others/*.jar
19 /ssh/*.jar
20 /ws/*.jar
Network requirements for video calls
Bandwidth
-
1MB/s simétrico
Latency for toll-quality
-
<100 ms total
Jitter
-
< 20 ms jitter
Packet loss
-
< 1 % for voice calls
Codec
-
VP8
Network requirements for VoIP
Bandwidth
-
256 kbps per call
Latency for toll-quality
-
<100 ms total
Jitter
-
< 20 ms jitter
Packet loss
-
< 1 % for voice calls
Codec
-
ulaw, alaw
Required recordings Storage (audio y video)
|
Duration |
Required Storage for audio (.gsm) |
Required Storage for video (.webm) |
|---|
|
Duration |
Required Storage for audio (.gsm) |
Required Storage for video (.webm) |
|---|---|---|
|
1 Minute |
100 kb |
1.5 MB |
|
10 Minutes |
1 MB |
20 MB |
|
20 Minutes |
2.8 MB |
44 MB |
|
30 Minutes |
3.8 MB |
100 MB |
Computer equipment
Terminal Agents and Supervisors
The teams of agents and supervisors must have the following minimum requirements:
Agent Desktop
Processor: Core i5 2.0 GHz.
Memory: 8GB RAM.
Minimum resolution: 1366 x 768 (minimum)
Minimum disk: 160 GB
Internet browser: Chrome (or any browser that is part of the “CHROMIUM” project) (Firefox is not recommended)
2Mb upload/downlink link
Supervisor Desktop Computer
Processor: Core i5 2.5ghz
Memory: 8 GB RAM
Minimum resolution: 1366 x 768 (minimum)
Minimum disk: 160 GB
Internet browser: Chrome (preferably)