Published on March 1, 2014
in combination with Office365 General Overview CEBP Product Architecture Presentation 1
ice Contact Center + O365 – Instant Message (IM) Legen d SIP Lync Conference internet firstname.lastname@example.org m Lync (IM/Presence) ice adds value to O365 customers by providing them the ability to queue Instant Messages (IM). 2
ice Contact Center + O365 – IM and Voice Legen d SIP Lync Conference Federation internet email@example.com m Lync (IM/Presence) ice adds value to O365 customers by providing them the ability to queue calls and IM. Lync Voice 3
ice Contact Center for Lync + O365 – Architecture. Legend ice Data Center Telephone line SIP RTP (Media flow) Lync Voice SBC SIP Trunk PSTN User Lync Conference VOIP Office 365 Cloud Exchange UM Voicemail Lync (IM/Presence) firstname.lastname@example.org 4
Description – call flow - ice and O365 Inbound call flow: • Calls come into ice on the ComputerTalk cloud. • Self-service and routing determination from the ice platform (workflow). • Once the most available agent is identified, ice reaches out to them via Lync federation on O365. • PC to PC voice call is established between the ice server and the agent, which is a conference between the agent and the original caller. • The agent is now handling an incoming PSTN call on an O365 Lync account without enterprise voice. Outbound call flow: • Agent clicks “place call” using the iceBar interface. • ice places an outbound call to the agent (via federation). • Once agent accepts the call, ice places an outbound call to the number the agent dialed, and connects the two. • Agent is on an outbound call (via ice) without enterprise voice. 5
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