Architecture

Stand-alone or integration? VoIP or traditional telephony? Agents in the same location or homeworkers/remote sites?

CTArchitect is available in two architectural categories: as a standalone solution, working completely by itself, or as an integrated solution using your existing telephony equipment. The best architectural choice depends on functionality requirements as well as the extent of the existing infrastructure.

CTArchitect as a standalone solution works completely independently and can be built up from scratch. The functionality described above is available by default and is only dependent of the different types of available hardware resources. As far as telephony is concerned, one of two types of connections are required. To access the public telephone network, we can work with: -a traditional ISDN connection (E1 or T1) -a VoIP connection (using a SIP-provider) For the agent and supervisor connections several options are available, such as a basic analogue phone (with or without headset), a VoIP phone (with or without headset), an integrated and free softphone using an USB headset connected to the agent’s PC (several protocols and compression codecs supported) or even an external phone number (landline or mobile phone).

Our unique platform structure allows internal agents, remote sites, home workers and external supervisors to be combined within a single infrastructure: it does not matter where your agents are sitting any more - even without installing VOIP technology, homeshoring and remote sites/supervisors can easily be mixed up to match your organisation structure!

CTArchitect can also be used as CTI middleware which will enable new functionalities to be implemented on top of existing infrastructures, all of this, of course, within the limitations of the available setup. The actual connections in this configuration, both towards the public telephone network and the agents/supervisors, are taken care of by the existing telephony system (PABX). This could be an Avaya Definity, Cisco Call Manager, Innovaphone, Panasonic or any other brand supporting standardized CTI protocols. The protocols for CTI integration can be: -CSTA/ TSAPI, mostly used in (older) traditional telephony environments -TAPI 3rd party, a more recent CTI interface available from several vendors

If all this sounds interesting to you, do not hesitate to check out how we implemented this at some of our clients or contact our sales department for a demonstration.