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C3 - Architecture Highlights

Architecture Highlights

The C3 product is broken into eight major software components or service. Each piece can be located on the same server, each on its own server, or any combination in between. Inter-module communication uses a lightweight chunky network protocol. This ensures minimal network communication for maximum scalability. All components are written in C# .NET or C++ .NET. The performance and power of these languages gives the product its reliability and ease of support.

The eight major components are as follows:

1. Database Communication Service – provides a database independent access interface for all the other components. Based on the Hibernate technology, the Database Communication Service provides unparalleled caching and performance for database access to many popular SQL databases including Microsoft SQL Servers, Oracle SQL Servers, and MySQL.

2. Campaign Service – provides the dialing brains of the system. The campaign service uses a pluggable dialing-algorithm for each campaign providing maximum performance and flexibility. Through smart configurations, the dialing optimizations happen at runtime based on the recent calling data as well as archived statistics.

3. Agent Service – provides a central location for all the agents to communicate to the rest of the system. The agent service maintains a central control for all the agent stations which allows for crash recovery of any agent station and one location for all the statistics of the agents. Therefore, there are no statistical discrepancies between agents' stations and no single agent station error can lose information for the entire system.

4. Business Intelligence Service – provides a central location for statistics gathering, report generation, and third-party software integration. By providing these services, each supervisor in the system can reliably get all the statistics from one location, get powerful reporting features like scheduled reports, and provide agent stations with a central location for running time consuming operations that may include custom pieces of software.

5. Call Control Service – provides a central mechanism for all the servers in the system to access the telephony layer. By managing all the lines of the system, the call control service provides the fastest access to all the lines of the system.

6. Telephony Service – provide the access to the telephony hardware. These services can be spread across many servers for ultimate scalability and least-cost routing. One Call Control Server can control many telephony servers or many call control servers could access one telephony server. Thus, the telephony layer of the system is architected for hosting environments, and the use of VoIP. The telephony servers utilize the Aculab Prosody X cards which allows for inter-server resource sharing providing a seamless technology for multiple physical server solutions.

7. The Administrative Console – provides the one-stop-shop for all the user interfaces required to administrate, configure, and monitor the system. Via intuitive and familiar interfaces the Administrative Console gives the management of the call center the power to view live statistics, generate reports, optimize system configurations, monitor agents, and administrate campaigns and call lists. Through configurable user-levels the administrative console provides different interfaces appropriate to administrators, supervisors, and technical support staff.






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