Quality Monitoring Interface (QMI)

The Quality Monitoring Interface (QMI) is used by external third-party software to receive telephony related events and generate the quality monitoring related requests to the Sinch Contact Center system.

QMI is implemented by a server-side component called Quality Monitoring Server (QMS) that connects to the Call Dispatcher (CD) server via TCP/IP, and to the third party side as a web service via SOAP (version 1.1.) over HTTP. QMS provides near-real-time call information to external systems, and based on this information, external quality monitoring systems can request the RTP stream of the ongoing calls, and call recording of individual calls from Sinch Contact Center system. Single QMS is capable of handling multiple external quality monitoring sessions, and the configuration offers possibilities to handle different network topologies.

As the QMI interface offers Sinch Contact Center functionality to external systems, special attention should be paid to security. Therefore the interface is designed to use Transport Level Security (TLS) protocol by default. For authentication and authorization issues, see Common Integration Interface Features.