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Architecture

Architecture

Owned by Ramiro Pereyra (Unlicensed)
Jun 10, 2019
4 min read



Overview

uContact could be cloud (Google Cloud) or on premises based in one or two server (depending on the load of the customer), having one server for the Application Server (Ubuntu, MySQL, Java) and other for the telephony (Ubuntu, C). It also uses an stun server that can be a public one or uContact STUN server, The application is full WebRTC so there is no plugin for audio or video.

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://xxx.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 in order 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)

 



Security

Google Cloud Security Plus Our Own security layer with Force Brut attack detection with all communications encrypted.

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

X-XSS-Protection

Hardware Sizing (On Premise)

Size

Agents

Telephony

Backend

Database

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.

 Contact Center for 15 agents



Telephony and Database Server



  • Processor: Intel® Xeon® E7-8893 v4 . 3.2 Ghz

  •  Memory: 8 GB RAM

  •  Disk: 500 GB (Raid 1)

  •  Controller: Raid 0/1/10 (software)

  •  LAN: 100/1000 MB (Dual)

  •  Compatible with Ubuntu Linux

Contact Center for 40 agents



Telephony and Database Server



  • Processor: Intel® Xeon® E7-8893 v4 . 3.2 Ghz

  •  Memory: 16 GB RAM

  •  Disk: 1TB (Raid 1) – 10K RPM

  •  Controller: Raid 0/1/10 (software)

  •  LAN: 100/1000 MB (Dual)

  •  Compatible with Ubuntu Linux

Contact Center for 100 agents



Teleohony

  • Processor: Intel® Xeon® E7-4809 v4 2.10 GHz

  • Memory: 16 GB RAM

  • Disk:   1TB (Raid 1) – 10K RPM 

  • Controller: Raid 0/1/10 (software)

  • LAN: 100/1000 MB (Dual)

  • Compatible with Ubuntu Linux



DataBase

  • Processor: Intel® Xeon® E7-4809 v4 2.10 GHz

  • Memory: 16 GB RAM

  • Disk: 500 GB (Raid 1) – 10K RPM 

  • Controller: Raid 0/1/10 (software)

  • LAN: 100/1000 MB (Dual)

  • Compatible with Ubuntu Linux

Contact Center for 200 agents



Telephony

  • Processor:  Intel® Xeon® E7-4820 v4 2.00 GHz

  • Memory: RAM 32 GB

  • Disk: HDD 2TB

  • Controller: Raid 5 with disks SAS 15krpm

  • LAN: 100/1000 MB (Dual)

  • Compatible with Ubuntu Linux



DataBase

  • Processor:  Intel® Xeon® E7-4820 v4 2.00 GHz

  • Memory: RAM 32 GB

  • Disk: HDD 1TB

  • Controller: Raid 5 with disks SAS 15krpm

  • LAN: 100/1000 MB (Dual)

  • Compatible with Ubuntu Linux



Contact Center for 400 agents



Telephony

  • Processor:  Intel® Xeon® E7-8870 v4  3.00 GHz 

  • Memory: RAM 64 GB

  • Disk: HDD 3TB

  • Controller: Raid 5 with disks SAS 15krpm

  • LAN: 100/1000 MB (Dual)

  • Compatible with Ubuntu Linux



DataBase

  • Processor:  Intel® Xeon® E7-8870 v4  3.00 GHz 

  • Memory: RAM 64 GB

  • Disk: HDD 1TB

  • Controller: Raid 5 with disks SAS 15krpm

  • LAN: 100/1000 MB (Dual)

  • Compatible with Ubuntu Linux



The servers should be certificated in Ubuntu, check: http://www.ubuntu.com/certification/server/

Agents & Supervisors

 The teams of agents and supervisors must have the following minimum Requirements:



Agent Desktop

  • Processor: Core i3 2.0 ghz

  • Memory: 4GB RAM

  • Resolution: 1366 x 768  (minimal)

  • Disk: 160 GB

  • Java:   1.8

  

Supervisor Desktop

  • Processor: Core i3 2.5 ghz

  • Memory: 8 GB RAM

  • Resolution: 1366 x 768  (minimal)

  • Disk: 160 GB

  • Java:   1.8

Communication



Component Versions



BBDD: Mysql > 5.7

WebServer: nginx > 1.11.5

OS:  Ubuntu 16.04 Server

Telephony: Modified Asterisk branch 13

Frontend: HTML5 y JS

Backend:  Java 8

Structure



Structure
/etc/IntegraServer/web/ IntegraPortalWS.war IntegraChannels.war IntegraGamification.war /forms/ /images/ /uContact/ /workflowdesigner/ /formsdesigner/ /tmp/ /webchatclient/ /etc/IntegraServer/reports/ /etc/IntegraServer/server/ IntegraServer.jar /jasper/*.jar /jdbc/*.jar /mail/*jar /others/*.jar /ssh/*.jar /ws/*.jar