Interaction Media Server by Interactive Intelligence
Increase the Performance of Your SIP-Based Customer Interaction Center System
SIP Media and SIP Proxy capability for the Interactive Intelligence Customer Interaction Center® (CIC)
World-class solution for VoIP media processing... and more. The Interaction Media Server comes as a core component of the SIP-based CIC architecture, providing more than simple audio processing, but also scalability and reliability for any combination of CIC servers across your LAN or WAN.
- Perform audio operations with a dedicated, reliable and scalable media server foundation, deployed as a central or distributed architecture
- Scale the software-only CIC server to 5,000 ACD agents and 15,000 business users; or use multiple Interaction Media Server/ SIP Proxy appliances in conjunction with one or more CIC servers to scale your CIC solution even higher
- Leverage the CIC/Interaction Media Server software-only approach for various kinds of audio operations, with plenty of power for large-scale deployments
- When used with Interaction Dialer®, gain the advantage of an enhanced, software-based Call Progress Analysis engine:
- Statistical pattern-matching method – a huge improvement over traditional, hardware-based algorithms used by others
- Improved accuracy and control
- Robust speech noise classification – background noise detection, which helps gain better accuracy for live person vs. answering machine detection
- Flexible deployment – use the Interaction Media Server with supported SIP gateways or SIP carriers; Interaction Media Server is one of few media server solutions that can perform call analysis when SIP carrier lines are in use, giving you call analysis on a otal SIP network, with no TDM side hardware necessary
- Keep costs low, yet support a broad range of VoIP applications on the CIC server for features such as IVR, IP PBX functions, IP contact center functions, etc.
Key Interaction Media Server Features
- Performs call recording and compression
- Performs true speech recording and compression
- Supports supervisory monitoring by routing audio stream through the Media Server, not the CIC Server
- Supports remote dynamic audio
- Records in G.711, GSM, or L16 format
- Performs G.711 to G.729 transcoding
- Performs transcrypting between SRTP and RTP
- Supports Quality of Service (QoS)
- Supports playback of recorded music during ACDWait and Hold states
- Installs quickly and seamlessly to the CIC system
- Easily registers against one or more CIC Servers via an intuitive web administration interface
- Supports remote site recording, which decreases WAN traffic
- Supports multiple independent supervisory records on the same call
- Supports NxM configuration
- Uses the next-generation IONTM technology from Interactive Intelligence
Medium-packaged solution components
- Up to 175* concurrent sessions per server
- Profile: 1U rack mount ATX form factor
- 1 Intel® Pentium D Dual Core 2.66 GHz processor
- 1 GB RAM • 2 x 250 GB SATA hard drives (one Raid-1 pair)
- DVD/CD-ROM drive • Dual 10/100/1000 NIC
- Microsoft® Windows® 2003 Telecom server
- Tool-less slide rail kit
Interaction SIP Proxy
Interaction SIP Proxy is a full-featured SIP proxy specializing in load-balancing and business continuity management, and is pre-installed as part of the packaged Interaction Media Server and SIP Proxy solution. The SIP Proxy requires proper licensing for activation.
- Compliant with the latest specification of the SIP standard (RFC 3261) and supporting all SIP methods and status codes
- Built-in web server for easy configuration and remote access from any browser
- Unlimited number of routing entries using a powerful yet intuitive regular expression pattern matcher
- Unlimited number of destination entries
- Fault tolerant routing; if a monitored server is not available the SIP Proxy will use the next available route
- Load balancing for SIP messages using a round-robin, random or prioritized distribution