Oracle Audio Technologies 8.1 manual Tier Zero, CA Architecture Overview

CCA Overview and Requirements ■ CCA Architecture Overview

Architecturally, CCA is split into four tiers, as shown in Figure 1.

Figure 1. CA Architecture Overview

Tier Zero

Tier Zero is also referred to as the Internet Zone or the User Zone. This is where agents, supervisors, and administrators reside along with their respective interfaces. There are several communication threads that connect CCA to these users. For example, there is a session established between their PCs, using their Web-based interface, and the Web servers in the Tier One and Tier Two Zones. This session is supported over HTTP typically using port 80 (or user defined), or its more secure cousin, HTTPS, typically using port 443 on the firewall. Likewise, chat communications flow over HTTP and emails travel based on the native protocol of the corporate email server. In addition, call control messages and screen refreshes all use HTTP or HTTPS. Using these standard protocols and ports helps avoid unnecessary customizations of firewall rules, making CCA easy to implement, install, and maintain.

Agents and supervisors are also connected to the platform by the telephony network (either PSTN or Voice Over IP). When customers’ calls flow through the Telephony Servers in Tier Three from the network, a second call from one of Telephony Servers is placed to the appropriate agent and then they are patched together. Tier Zero of the architecture is where the CCA client applications reside and where connectivity to the outside world happens. Agents and the supervisors may be located wherever a broadband Internet connection or private network connection is available. This means Tier Zero extends into the home for remote agents.

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Contact Center Anywhere Installation Guide Version 8.1