CSM Architecture

The CSM platform is based on a three-layer architecture. The client part of CSM, with which operators, back office staff and supervisors work, uses a standard web browser. The server part of CSM is installed on an application server, and all the data is stored on a database server. The CSM application, database and webservers run on the Microsoft Windows Server operating system, with the application and the webservers also using Microsoft .NET. Microsoft Internet Information Services (IIS) is used as the webserver, which is the role of Microsoft Windows Server. Microsoft SQL Server is the standard database used, but it is also possible to use a different technology, such as Oracle or PostgreSQL. In order to ensure its high availability, CSM fully supports a duplex architecture of all CSM components. All of its components support standard virtualization platforms, such as VMware, Hyper-V, Citrix XEN and Cisco VXI. Optionally, CSM can also include a call and screen recording server, which also runs on Microsoft Windows Server. An IVR server is another optional component, which is a component linked to the call server and is usually installed to run on Linux OS, the same as the call server (PBX). All of these servers fully support duplex (redundant) configurations. For the call server, CSM uses an open interface to connect various communication system platforms from major vendors (Mitel, Skype for Business, Cisco, Unify/Siemens, Alcatel and others). If the customer does not require CSM to be connected to their existing communication system, then we can also supply an integrated call (SIP) server from Mitel or Skype for Business.


 
Integration of CSM into a Legacy ICT Environmentmore information
Integration of CSM into a Legacy ICT Environment
The possibility to implement the CSM contact centre platform in an existing on-premise ICT environment is not itself a revolutionary solution.  In such a scenario, CSM is first connected to the legacy enterprise communication system by means of a dedicated interface (typically CSTA II/III and JTAPI). CSM’s native application for call and screen recording provides a wide range of VoIP, TDM and analogue interfaces, compatible with most global vendors of communication systems.  Call recording can be implemented for the voice connectivity from the public telephone network or connected directly to the TDM or VoIP terminals.  The native call-recording application supports both passive and active recording (feature availability depends on the specific IP terminal model).
 
The CSM application server is usually included in an Active Directory domain and then connected by standard means to an e-mail or fax server and other enterprise information systems (ERP, CRM etc.).  However, the use of Active Directory is not a precondition, and the Single-Sign-On functionality can also be achieved using the ADFS and OAuth2 authorization functions.  The communication system or call server is then connected to the voice connectivity provider and, optionally, to a provider of virtual international telephone numbers.  
 
In addition to standard telephony and e-mail, CSM can also be integrated with other selected communication channels within a corporate omni-channel strategy.  These include: web chat including a co-browsing feature, SMS, social networks module (WeChat, FB Messenger, Viber, Twitter DM, Telegram etc.) and their native messaging platforms.  CSM can also be connected to internal or external (cloud) services that support artificial intelligence algorithms (e.g. IBM Watson, Amazon, Microsoft and many others).
 
The scope of a contact centre implementation may also include information panels and screens connected, for example, by means of Intel Compute Stick (WiFi connectivity).  This is a technology for displaying modifiable reports with information about the traffic handled by CSM and about its operation.  
 
CSM is commonly supplied in the form of CSM Online, a private cloud service, CSM as a purely software platform (optionally as Software as a Service – SaaS) or CSM Embedded, a hardware appliance including suitable Intel servers and operating system licenses for Microsoft Windows Server for Embedded Systems – Telecommunications edition, and a Microsoft SQL Server for Embedded Systems (optionally also in the form of IaaS/SaaS).
CSM’s Consolidated On-Premise Architecturemore information
CSM’s Consolidated On-Premise Architecture
If the client does not require CSM to be integrated with their legacy enterprise communication system/call server and, instead, prefers an on-premise installation, then the scope of delivery also includes a SIP call server, which is connected to the CSM contact centre.  Therefore, the service can also include the supply of desktop IP terminals or software telephones.  Depending on the customer’s requirements for the terminals (SW telephone, desktop IP terminals), we implement a native application for call and screen recording, which supports both passive and active recording (the feature availability depends on the specific IP terminal model). CSM’s application server is mostly integrated in the domain and then connected using standard means to an e-mail server and, if relevant, a fax server and other enterprise information systems (ERP, CRM etc.).  The communication system or call server is then connected to the voice connectivity provider and, optionally, to a provider of virtual international telephone numbers. Apart from standard telephony and e-mail, CSM can also be integrated with other communication channels within a corporate omni-channel strategy.  These include: web chat including a co-browsing feature, SMS, social networks module (WeChat, FB Messenger, Viber, Twitter DM, Telegram etc.) and their native messaging platforms.  CSM can also be connected to internal or external (cloud) services that support artificial intelligence algorithms (e.g. IBM Watson, Amazon, Microsoft and many others).
 
The scope of a contact centre implementation may also include information panels and screens connected, for example, by means of Intel Compute Stick (WiFi connectivity).  This is a technology for displaying modifiable reports with information about the traffic handled by CSM and about its operation. 
CSM Online in a Private Cloudmore information
CSM Online in a Private Cloud
CSM Online provides state-of-the-art contact centre services instantly by means of a private cloud[1].  These services include establishing VoIP (SIP) telephone accounts for operators, supervisors and, if relevant, also back-office staff.  Therefore, the service can also include the supply of desktop IP terminals or software telephones.  CSM Online brings the benefits of fast service commissioning, high service quality with lower requirements for, and the costs of, internal IT support.  Modern cloud services bring a wide range of related services from the areas of both infrastructure (Disaster Recovery, Virtual Data Replication, data storage etc.) and applications (connection to private/public voice services, artificial intelligence tools, social networks and their native messaging platforms, analytical tools and BI etc.).  If a customer opts for this form of cloud service, they will still enjoy numerous benefits arising from CSM’s close integration with the corporate on-premise ICT infrastructure: automatic sign-on to CSM for users included in the enterprise domain (Active Directory Federation Services - ADFS), integration with on-premise information systems (CRM, ERP etc.), and connection to the on-premise communication infrastructure (IP terminals, on-premise call and screen recording, connectivity to the enterprise on-premise telephone system etc.).  When the cloud is closely integrated with on-premise systems, the set-up actually represents a hybrid cloud infrastructure that is generally considered to have the best prospects in terms of future development.
 
[1] Please seek more detailed information about the parameters and location of the data centre that provides the service.
CSM for Skype for Business On-line (Microsoft Teams)more information
CSM for Skype for Business On-line (Microsoft Teams)
CSM for Skype for Business On-line is a service developed directly for Microsoft’s Unified Communication cloud platform - Skype for Business On-line (Microsoft Teams).  Microsoft provides this cloud service by means of a Software-as-a-Service (SaaS) subscription.  Microsoft maintains the user accounts and manages the entire Skype for Business infrastructure in its cloud.  In order to launch CSM in combination with Skype for Business On-line, it is necessary to activate the Microsoft Cloud PBX (Microsoft Phone System) service including PSTN Calling, which makes it possible to call fixed-line numbers and mobile phones all around the world.  Alternatively, it is possible to use the Cloud PBX service with an on-premise PSTN connection in our data centre (or possibly on-premise) which is in turn connected to your local voice service provider (Skype Telco/VoIP gateway with an interface for connecting the local provider’s voice services).  Operators, supervisors and the back-office staff can then use the UC service of Skype for Business On-line together with the CSM On-line contact centre application.  Whichever approach is adopted, Skype for Business is fully integrated with the CSM client application for all CSM users.  This prevents any conflict of the two services.  
 
CSM for Skype for Business Online provides state-of-the-art contact centre services instantly by means of a private cloud[1].  These services include establishing VoIP (SIP) telephone accounts for operators, supervisors and, if relevant, also back-office staff.  Therefore, the service can also include the supply of desktop IP terminals or software telephones.  CSM for Skype for Business Online brings the benefits of fast service commissioning, high service quality with lower requirements for, and the costs of, internal IT support.  
 
Modern cloud services bring a wide range of related services from the areas of both infrastructure (Disaster Recovery, Virtual Data Replication, data storage etc.) and applications (connection to private/public voice services, artificial intelligence tools, social networks and their native messaging platforms, analytical tools and BI etc.).  If a customer opts for this form of cloud service, they will still enjoy numerous benefits arising from CSM’s close integration with the corporate on-premise ICT infrastructure: automatic sign-on to CSM for users included in the enterprise domain (Active Directory Federation Services - ADFS), integration with on-premise information systems (CRM, ERP etc.), and connection to the on-premise communication infrastructure (IP terminals, on-premise call and screen recording, connectivity to the enterprise on-premise telephone system etc.).  When the cloud is closely integrated with on-premise systems, the set-up actually represents a hybrid cloud infrastructure that is generally considered to have the best prospects in terms of future development.
 
[1] Please seek more detailed information about the parameters and location of the data centre that provides the service.
CSM for Microsoft Azuremore information
CSM for Microsoft Azure
Microsoft Azure is an ever-growing platform of integrated cloud services that is used to operate and manage applications by means of Microsoft’s global network of data centres.  Ninety percent of the Fortune 500 companies trust the Microsoft Cloud.
 
CSM for Microsoft Azure has been developed directly for use in Microsoft Azure and, at the same time, makes it possible to use Microsoft’s Unified Communication cloud platform - Skype for Business On-line (Microsoft Teams).  In order to launch CSM in combination with Skype for Business On-line, it is necessary to activate the Microsoft Cloud PBX (Microsoft Phone System) service including PSTN Calling, which makes it possible to call fixed-line numbers and mobile phones all around the world.  Alternatively, it is possible to use the Cloud PBX service with an on-premise PSTN connection in our data centre (or possibly on-premise) which is in turn connected to your local voice service provider (Skype Telco/VoIP gateway with an interface for connecting the local provider’s voice services).  Operators, supervisors and the back-office staff can then use the UC service of Skype for Business On-line together with the CSM On-line contact centre application.  Whichever approach is adopted, Skype for Business is fully integrated with the CSM client application for all CSM users.  This prevents any conflict of the two services.  
 
CSM for Microsoft Azure provides state-of-the-art contact centre services instantly by means of a private cloud[1].  These services include establishing VoIP (SIP) telephone accounts for operators, supervisors and, if relevant, also back-office staff.  Therefore, the service can also include the supply of desktop IP terminals or software telephones.  CSM for Microsoft Azure brings the benefits of fast service commissioning, high service quality with lower requirements for, and the costs of, internal IT support and global availability.  
 
Modern cloud services bring a wide range of related services from the areas of both infrastructure (Disaster Recovery, Virtual Data Replication, data storage etc.) and applications (connection to private/public voice services, artificial intelligence tools, social networks and their native messaging platforms, analytical tools and BI etc.).  If a customer opts for this form of cloud service, they will still enjoy numerous benefits arising from CSM’s close integration with the corporate on-premise ICT infrastructure: automatic sign-on to CSM for users included in the enterprise domain (Active Directory Federation Services - ADFS), integration with on-premise information systems (CRM, ERP etc.), and connection to the on-premise communication infrastructure (IP terminals, on-premise call and screen recording, connectivity to the enterprise on-premise telephone system etc.).  When the cloud is closely integrated with on-premise systems, the set-up actually represents a hybrid cloud infrastructure that is generally considered to have the best prospects in terms of future development.
 
[1] Please seek more detailed information about the parameters and location of the data centre that provides the service.