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Huawei IP contact center (hereinafter referred to as IPCC) solution uses the softswitch technology as the core and is built on the all-IP structure. This solution offers a strong and stable platform for communication between operators and subscribers.
Using the IPCC, operators can offer all types of information exchange means and services to subscribers in multiple media channels. The supported media types include phone, fax, email, Web, SMS, and video.
The IPCC consists of the following components:
UAP/C&C08/MSP
The universal access platform (UAP), C&C08, or MSP provides the access functions and supports TDM, VoIP, fax, email, Web, SMS, MMS, Web Push, and video.
CTI Server
The CTI Server controls the access platform and handles access of voice calls and video calls.
WebM Server
The WebM Server supports Web-Enabled Contact center (WECC) and provides the following Internet interaction functions:
- Text chat
- Click to talk
- Escorted browsing
- Callback request
- MSPM
The MSPM handles the access of faxes and emails.
CCS Server
The CCS Server manages calls regardless of the media types. The CCS Server can adapt calls and control routes of calls in a unified way, and balance the load among the devices in the system.
IVR Server
The IVR Server provides a large capacity. It offers the IP features and advanced VXML features. The IVR Server also supports the latest text to speech (TTS) and automatic speech recognition (ASR) technologies.
Outbound Server
The Outbound Server supports the following outbound services:
- Multimedia outbound
- State detection
- Call connection
- Outbound system management
The Outbound Server is the core engine of the outbound platform. This server can make calls based on a policy.
SCE
The service creation environment (SCE) is a graphic development environment developed by Huawei. The SCE is used to create IVR services in the intelligent service and information service fields. The SCE can be used to develop, compile, and commission a workflow and quickly launch a service. A developer can quickly develop an IVR service by dragging and dropping built-in service independent blocks (SIBs) in the SCE.
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