Communication Protocols
Sinch Contact Center uses the communication interfaces listed in the table below.
|
Provider |
Purpose |
Required by |
Secure Content |
Protocol |
|---|---|---|---|---|
|
CEM |
Chat routing |
Chat Server |
Chat destination ids |
TCP/TLS |
|
Call classification |
External IVR |
Custom call classification codes, call ID |
SOAP |
|
|
Contact event control |
OII Server |
User ids, call ids, phone numbers, customer data, user rights to contact queues |
TCP/TLS |
|
|
Client terminal and call control |
Connection Server, External Terminal Controller |
All data |
TCP/TLS |
|
|
Mail retrieval |
IMAP Server |
E-mails |
IMAP/IMAPS |
|
|
Call Dispatcher |
Call control |
CEM |
Call Ids, phone numbers |
TCP/TLS |
|
Data Collector |
Collect, process and store historical event data to databases |
CEM, Connection Server |
Call Ids, phone numbers, user ids, email addresses, chat destinations |
TCP/TLS |
|
Web Clients |
Static browser components of CDT |
CDT |
- |
HTTP(S) |
|
System Configurator |
System and user administration |
Agent Server |
All user data (except history and statistics), user rights, system configuration |
TLS |
|
Agent Server |
Access to databases |
Connection Server |
All data |
TCP/TLS |
|
Reporting Web Clients |
Web reporting GUIs |
Reporting GUI |
User statistics |
HTTP(S) |
|
Connection Server |
All business, state and control data for clients |
Communication Desktop, Convergence, System Configurator |
All data |
TLS |
|
SIP Bridge |
SIP call control |
External SIP phones and PSTN gateways, SIP Bridge |
Call Ids, phone numbers, DTMF keys |
SIP/UDP/TCP/TLS |
|
Call control |
Call Dispatcher, External Terminal Controller |
Call Ids, phone numbers, DTMF keys |
TCP/TLS |
|
|
H.323 Bridge |
H.323 call control |
External H.323 PSTN gateways |
Call Ids, phone numbers, DTMF keys |
H.323 |
|
Call control |
Call Dispatcher |
Call Ids, phone numbers, DTMF keys |
TCP/TLS |
|
|
Media Routing Server |
Voice streaming |
Terminal, external VoIP devices |
Voice |
(S)RTP |
|
Voice stream control |
Call Dispatcher |
Call Ids |
TCP/TLS |
|
|
Terminal devices |
Voice streaming |
Media Routing Server, external VoIP devices |
Voice |
(S) RTP |
|
Gateways |
Voice |
RTP |
||
|
Configuration, Directory and Operative Databases |
Access to configuration, users and rights, messaging and state information data |
CEM, Connection Server, Call Dispatcher, Chat Server, Data Collector, Chat Portal Server, Integration Interfaces, SMS Server, E-mail Sender, External Terminal Controller, Agent Server |
All data (except history) |
ODBC |
|
Outbound Database |
Access to outbound campaigns, directory and tasks |
CEM, Agent Server, Integration Interfaces |
All data |
ODBC |
|
History Database |
Access to contact history |
Agent Server, Integration Interfaces |
Call ids, user ids, phone numbers, chat destinations, e-mail addresses |
ODBC |
|
Reporting Database |
Access to reports |
Agent Server, Integration Interfaces |
User statistics |
ODBC |
|
Monitoring Database |
Access to monitoring data |
Monitoring Web Clients, Agent Server, Integration Interfaces |
User statistics, call ids, user ids, phone numbers, chat destinations, e-mail addresses |
ODBC |
|
External e-mail server |
Receive e-mails to e-mail channel |
CEM |
E-mails |
IMAP Supported secure transport protocols are
|
|
Outbound Dialing Controller |
Outbound call campaign call control |
CEM |
Call ids, phone numbers |
TCP/TLS |
|
Chat Server |
Chat control and messages |
Connection Server, Chat Portal Server, Integration Interfaces |
User ids, chat destinations, chat messages |
TCP/TLS |
|
Chat Portal Server |
Integration to external chat client applications |
Internet Chat Client, Chat Server, external chat clients |
User ids, chat destinations, chat messages |
HTTP(S) |
Encrypting External Passwords
External passwords, such as e-mail password or SMS PIN, are encrypted only if the Certificate for External Password Encryption is defined as the Agent Server variables in IA, and the appropriate certificate is installed on servers where Agent Server CEM Server, Email Sender and SMS Server VU has instances. Always define the certificate at least for those Agent Servers that are used for administrative purposes.