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)