System Architecture

System Architecture
Published: 2019-02-27 - Last revised: 2016-05 - Product version: 8.5.1000

Contents
Introduction..................................................................................................................6
Contact center components.......................................................................................7
Core components...........................................................................................................................7
Media components.........................................................................................................................8
Workstations................................................................................................................................11
Altitude Recorder.........................................................................................................................11
Firewall Adapter...........................................................................................................................12
Architecture scenarios..............................................................................................13
Complete core scenario...............................................................................................................15
Media scenario with Altitude Xperience components..................................................................15
Media scenario with a CTI link to a third-party telephony switch.................................................16
Media scenario with a third-party telephony switch without a CTI link.........................................17
uAgent Windows workstation scenario........................................................................................18
uAgent Web workstation scenario................................................................................................19
Recorder scenario with Altitude vBox..........................................................................................19
Recorder scenario with Recording Adapters...............................................................................20
Complete contact center with Altitude vBox and Communication Server....................................21
Contact center with Alcatel-Lucent..............................................................................................22
Remote site with Altitude Xperience components........................................................................23
Media scenario with Speech Server............................................................................................24
Processes...................................................................................................................26
Altitude uCI Server processes.....................................................................................................26
ASL Web Edition runner process.................................................................................................35
Campaign scenario diagrams..................................................................................38
Campaign scenarios with Alcatel-Lucent.....................................................................................39
Agent campaigns with Alcatel-Lucent extensions.............................................................39
Agent campaigns with Alcatel-Lucent CCD......................................................................39
Agent campaigns with Alcatel-Lucent RSI........................................................................40
Routing campaigns with Alcatel-Lucent RSI.....................................................................41
IVR campaigns with Communication Server.....................................................................42
Multi-switch agent campaigns with Alcatel-Lucent extensions..........................................43
Campaign scenarios with Avaya..................................................................................................43
Agent campaigns with Avaya extensions..........................................................................43
Agent campaigns with Avaya skills....................................................................................44
Routing campaigns with Avaya..........................................................................................45
Campaign scenarios with Cisco...................................................................................................47
Agent campaigns with Cisco extensions...........................................................................47
Agent campaigns with Cisco UCC....................................................................................48
Campaign scenarios with Communication Server.......................................................................49
2
Agent campaigns with external extensions on Communication Server.............................49
Altitude Call Classifier on Communication Server.............................................................50
Campaign scenarios with Skype for Business.............................................................................51
Agent campaigns with Skype for Business client..............................................................51
Routing campaigns with Altitude vBox..............................................................................52
Campaign scenarios with Altitude vBox.......................................................................................54
Agent campaigns with Altitude vBox extensions...............................................................54
Routing campaigns with Altitude vBox..............................................................................55
Campaign scenarios without telephony.......................................................................................56
Agent campaigns without extensions................................................................................56
Routing campaigns without telephony...............................................................................57
Certification...............................................................................................................58
Server components......................................................................................................................58
Guidelines to use core components..................................................................................58
Guidelines to use virtualization.........................................................................................58
License Server..................................................................................................................60
Altitude uCI Server............................................................................................................61
Management Portal...........................................................................................................63
Integration Server and uAgent Web..................................................................................63
Communication Server 2...................................................................................................64
Communication Server 3...................................................................................................65
Automated Agents.............................................................................................................68
Altitude Recorder..............................................................................................................69
Remote Gateway...............................................................................................................70
Firewall Adapter................................................................................................................70
Workstations................................................................................................................................71
Management Portal workstations......................................................................................71
uAgent Web workstations..................................................................................................71
uAgent Windows workstations..........................................................................................72
Developer workstations.....................................................................................................73
Data network requirements...............................................................................................73
Customer Web browsers..............................................................................................................73
Connectors...................................................................................................................................74
Alcatel-Lucent OmniPCX Record......................................................................................74
Altitude Enterprise Recording...........................................................................................74
Microsoft Dynamics CRM..................................................................................................74
Nice Recorder...................................................................................................................74
Salesforce.........................................................................................................................75
SAP...................................................................................................................................75
Siebel................................................................................................................................75
Teleopti Workforce Management.......................................................................................76
Verint Recorder.................................................................................................................76
Verint Workforce Management..........................................................................................76
3
Telephony switches......................................................................................................................76
Altitude vBox.....................................................................................................................77
Phones and softphones..........................................................................................79
Supported telephony operations............................................................................80
Alcatel-Lucent OXE...........................................................................................................82
Avaya.................................................................................................................................86
Cisco.................................................................................................................................90
Skype for Business............................................................................................................91
Unify Openscape 4000......................................................................................................92
Trunk channel sizing..........................................................................................................94
Configuration of specific features......................................................................................95
Predictive dialing....................................................................................................95
Outbound IVR.........................................................................................................95
Call classification....................................................................................................96
Power dial....................................................................................................96
Predictive dialing..........................................................................................96
Preview dialing.............................................................................................96
Routing with queued routing points........................................................................96
Pre-routing, default routing, and full routing.................................................96
Interactive routing........................................................................................97
Virtual call center....................................................................................................97
Email, SMS, and Fax gateways....................................................................................................97
PCI DSS and Altitude Xperience..............................................................................99
Build and maintain a secure network and systems....................................................................100
Requirement 1: Install and maintain a firewall configuration to protect cardholder
data............................................................................................................................100
Requirement 2: Do not use vendor-supplied defaults for system passwords and other
security parameters....................................................................................................101
Protect cardholder data..............................................................................................................101
Requirement 3: Protect stored cardholder data..............................................................101
Requirement 4: Encrypt transmission of cardholder data across open, public
networks.....................................................................................................................103
Maintain a Vulnerability Management Program..........................................................................104
Requirement 5: Protect all systems against malware and regularly update anti-virus
software or programs.................................................................................................104
Requirement 6: Develop and maintain secure systems and applications.......................104
Implement Strong Access Control Measures.............................................................................105
Requirement 7: Restrict access to cardholder data by business need to know..............105
Requirement 8: Identify and authenticate access to system components......................105
Requirement 9: Restrict physical access to cardholder data...........................................105
Regularly Monitor and Test Networks........................................................................................106
4
Requirement 10: Track and monitor all access to network resources and cardholder
data............................................................................................................................106
Requirement 11: Regularly test security systems and processes...................................106
Maintain an Information Security Policy.....................................................................................106
Requirement 12: Maintain a policy that addresses information security for all
personnel...................................................................................................................106
Altitude Xperience limit guidelines........................................................................107
Agent limit guidelines.................................................................................................................107
Campaign limit guidelines..........................................................................................................107
Contact center limit guidelines...................................................................................................109
Document limit guidelines..........................................................................................................111
Floor plan limit guidelines..........................................................................................................112
Gateways limit guidelines...........................................................................................................112
Service limit guidelines..............................................................................................................113
Team limit guidelines..................................................................................................................113
Management Portal limit guidelines...........................................................................................114
Altitude Xperience Ports.........................................................................................115
Copyright..................................................................................................................118
5
Introduction
This document describes the Altitude Xperience technical requirements, limitations, and configuration
scenarios.
Intended audience
This document is intended for everyone that needs to design a solution for a contact center with Altitude
Xperience.
What you should know

The readers of this document should be familiar with IT architectures.
Document structure
Section Description
Contact center components (page 7) Lists and describes the contact center components.
Architecture scenarios (page 13) Describes how the contact center entities can be connected in several
architecture scenarios.
Processes (page 26) Describe internal processes of Altitude Xperience.
Campaign scenario diagrams (page 38) Describes the type of campaigns that can be configured with the
different media channels.
Certification (page 58) Includes technical documentation related to the installation and
configuration of a contact center with Altitude Xperience.
How to use this manual

If you want to learn the components of a contact center and how they can be related read:
• Section Contact center components (page 7) and subsections to know the components and how
they work.
• Section Architecture scenarios (page 13) to learn how components can be connected.
If you want to configure campaigns, read:
• Section Campaign scenario diagrams (page 38) and subsections.
If you want to know technical information, read:
• Section Certification (page 58) and subsections to learn about technical requirements and limitations
of the different components.
6
Contact center components
Altitude Xperience components, including third-party components.
For technical requirements and guidelines about Altitude Xperience, please refer to:
• Certification (page 58). For more information or the configuration of specific requirements, please
contact Sales Support.
Core components
The Altitude Xperience core components provide the key functionality of Altitude Xperience.
Altitude Xperience has the following core components:
Altitude uCI Server

Windows service that controls the work of agents, keeps track of the interactions, manages
contact data, and decides when to call contacts. Always required.
License Server
Windows service that ensures the features running in the contact center are licensed. Always
required.
Management Portal
Internet Information Services (IIS) application that runs on a Windows server computer. Used
to configure the contact center and to manage users, campaigns, and gateways. Always required.
DBMS
A third-party database management system. For example, SQL Server or Oracle. The DBMS
stores the contact center data. For example, information on contacts, calls, and campaigns.
Always required.
Remote Gateway Server

Windows service that runs Altitude Xperience gateways for email and for supported telephony
switches on a separate computer. Optional, provides improved performance.
Use the following applications to configure and administer the contact center:
Altitude uCI Server Manager

Windows application that configures low-level parameters of an Altitude uCI Server running on
Windows. The Altitude uCI Server Manager can also boot and shut down the Altitude uCI Server.
Used to tune the Altitude uCI Server.
License Manager
Windows application that configures a License Server running on Windows.The License Manager
allows you to configure the location of the license file and the size of the logs and traces of the
License Server. Used to configure the license file and configure the License Server.
Remote Gateway Manager

Windows application that configures a Remote Gateway Server running on Windows.
7
Media components
Media components support calls, emails, and instant messages, interfacing with third-party systems as
needed.
Altitude Xperience has the following media components:
uAgent Softphone
Windows application that implements a SIP phone. Included with uAgent. Agents typically use
headsets connected to a third-party sound card. Computers often integrate sound functionality
in the motherboard. Enables agents to take and place calls on Altitude vBox.
Phone
Third-party phone. Specific phone models may be required to support the Altitude Xperience
functionality. Enables agents to take and place calls.
Altitude vBox
Linux server that implements an IP telephony switch designed for Altitude Xperience. Altitude
vBox connects to the voice network using SIP or ISDN PRI interfaces (using Digium voice
boards), either directly to the PSTN or behind a telephony switch. A cluster of Altitude vBox
computers provides reliability and scalability. Altitude vBox provides the following:
• SIP extensions for agents, including the recording of calls.
• Inbound calls, distributed with queued routing points.
• Outbound calls, including predictive calls.
Communication Server
Windows service that implements a telephony switch designed for Altitude Xperience.
Communication Server connects to the voice network using SIP or ISDN PRI interfaces (using
Dialogic voice boards), either directly to the PSTN or behind a telephony switch. Communication
Server provides the following:
• Automated IVR agent extensions for Automated Agents, supporting both inbound and outbound
calls.
• Remote extensions for agents working at home or using phones in telephony switches without
a supported CTI link.
• Predictive dialing for other telephony switches, with improved machine detection on PSTN
PRI interfaces.
Automated Agents
Windows service that runs scripts for IVR and routing campaigns, and automated workflow tasks.
Automated Agents can also provide automated IVR agent extensions on Dialogic boards
connected to a third-party switch.
• Routing scripts can route calls, instant messages, and emails, and can send email. To route
calls with routing scripts, the telephony switch must provide queued routing points.
• IVR scripts handle calls on automated IVR agent extensions and can send email. IVR scripts
require automated IVR agent extensions on the Communication Server.
Telephony gateway for Altitude vBox

Windows process that enables the Altitude uCI Server to monitor and control calls on Altitude
vBox. Included with Altitude uCI Server or Remote Gateway Server. The telephony gateway
uses the Asterisk Manager Interface (AMI) protocol to connect to the Altitude vBox.
8
Telephony gateway for Communication Server
Windows process that enables the Altitude uCI Server to monitor and control calls on
Communication Server. Included with Altitude uCI Server or Remote Gateway Server. The
telephony gateway uses the CSTA protocol over TCP/IP on port 9054 to connect to the
Communication Server.
Telephony gateway for third-party switch

Windows process that enables the Altitude uCI Server to monitor and control calls on a specific
third-party telephony switch. Included with Altitude uCI Server or Remote Gateway Server. The
telephony gateway requires a CTI link, which may be an optional component of the telephony
switch.
Altitude Switch Simulator

Windows process included with Altitude uCI Server or Remote Gateway Server. Simulates
inbound and outbound calls, and can be used for testing purposes.
Email gateway
Windows process that connects to a POP3 server, to an SMTP server, or to both. Included with
Altitude uCI Server or Remote Gateway Server. Optional, provides inbound email and email
replies.
Instant messaging gateway

Windows process that provides instant messaging through a HTTP server. Included with Altitude
uCI Server or Remote Gateway Server. Optional, provides inbound instant messaging.
POP3 Server
Third-party server used to receive email using the POP3 protocol. POP3 mailboxes must be
able to hold email messages until agents handle the messages. Required by the email gateway
to receive email.
SMTP Server
Third-party server used to relay outbound email using the SMTP protocol. Required by the email
gateway to send email.
Digium board
Voice board used by Altitude vBox to connect to ISDN PRI interfaces.
Dialogic board
Voice board used by Communication Server to connect to ISDN PRI interfaces. Dialogic boards
require specific Dialogic software to operate.
Dialogic HMP
Windows process that provides media processing, including call progress analysis. Required
for call classification on Altitude Communication Server. Also required to control Dialogic boards
with the HMP architecture.
Dialogic SR
Windows process that provides media processing, including call progress analysis, using Dialogic
boards of the DM2 and Springware architectures.
ASR/TTS
Third-party provider of automatic speech recognition (ASR) or text-to-speech (TTS) services
using the Media Resource Control Protocol version 2 (MRCPv2).
9
Use the following components to configure and administer the media components:
Altitude vBox Administration

Linux service that provides a web-based interface to monitor and configure the Altitude vBox.
Included with Altitude vBox.
Communication Server Web Manager

Windows service that provides a web-based interface to monitor and configure the Communication
Server. Included with Communication Server.
Automated Agents Monitor

Windows application that monitors and configures Automated Agents. The application can be
installed on system administrator workstations.
Trunks and media resources

The Altitude vBox offers trunks to the PSTN or to other switches as follows:
PSTN or third-party switch

PSTN trunks can route inbound calls to a queued routing point, to an IVR hunt group, or to
business extensions. PSTN trunks can also hang up after playing an audio file. PSTN trunks
also route outbound calls to the public network. PSTN trunks can have one of the following types:
• ISDN trunks using Digium cards. Echo cancellation may improve the sound quality of agent
conversations.
• SIP trunks.
SIP to Communication Server

When networked with the Altitude vBox, the Communication Server can provide the following
functionality:
• Predictive dialing device to improve an outbound agent campaign.
• Inbound and outbound IVR.
• Skills-based routing of IVR calls to agent campaigns.
• Remote agents on PSTN phones.
SIP to Asterisk
SIP trunks to standard Asterisk systems provide business features not supported by Altitude
vBox without any negative impacts on the performance and scalability of Altitude vBox.
The Communication Server offers trunks to the PSTN or to other switches as follows:
PSTN or third-party switch

PSTN trunks route inbound calls to hunt groups. PSTN trunks also route outbound calls to the
public network. PSTN trunks can have one of the following types:
• ISDN trunks using Dialogic voice boards.
• SIP trunks.
SIP to Altitude vBox

When networked with the Altitude vBox, the Communication Server can provide the following
functionality:
• Call classification to improve agent campaigns.
• Inbound and outbound IVR.
• Routing of IVR calls to agent campaigns.
• Remote agents on PSTN phones.
10
The Communication Server connects to ASR and TTS service providers through MRCPv2. IVR scripts
integrate with ASR and TTS service providers.
CTI links
CTI (Computer Telephony Integration) links integrate a PBX with a computer allowing the PBX to send
telephony call information to the computer. For example, ANI, DNIS, or the number of calls to a DNIS.
Workstations
Workstation components present information to agents and supervisors, allowing agents to handle
interactions and supervisors to manage work.
Altitude Xperience has the following workstation components:
uAgent Windows
Windows application that runs on agent computers. Runs campaign scripts that help agents
handle interactions.
uAgent Web
Internet Information Services (IIS) application that runs on a Windows server computer. Agents
use a supported web browser to access the application. Runs campaign scripts that help agents
handle interactions.
Load Balancer
Windows service that distributes work between several uAgent Web running on different processor
cores, and cooperates with other Load Balancers to distribute work between server computers
running uAgent Web. Required by each server computer that runs uAgent Web.
Management Portal
Internet Information Services (IIS) application that runs on a Windows server computer. Used
to configure the contact center and to manage users, campaigns, and gateways.
Web browser
Windows application that allows access to web-based applications. Required by agents using
uAgent Web, or by supervisors using Management Portal.
Altitude Recorder
Altitude Xperience Recorder components record voice, store the recordings, and allow supervisors to
play back recordings.
Altitude Recorder is a combination of the following components:
Recorder Control Server

Windows service that manages the recording of voice through recording adapters. Directs and
configures the Channels and Storage Servers. Always required.
Recorder Storage Server

Windows service that stores video recordings in a local disk and answers playback requests.
Connects to a third-party database management system (Oracle or SQL Server) through ODBC
to remember the locations of recordings. Always required.
11
Altitude vBox
Optionally, Altitude vBox can record calls, and then transfer recordings to the Storage Server.
Requires local disk space on Altitude vBox to spool the recordings.
Recorder Channel
Windows service installed on agent workstations. Captures voice recordings using a sound card
connected to an internal or external Recording Adapter. Transfers recordings to a Storage Server.
Requires local disk space on agent workstations to spool the recordings.
Recording Adapter
Physical adapter that taps into the analog signals arriving at the handset or headset of an agent
phone. Recording Adapters connect to the input port of a sound card. The Recording Adapters
use separate channels for the voice of customers and agents. The Recording Adapters compress
voice signals to increase the level of quiet voice and to ensure that loud voice does not cause
distortion. Required to record voice on third-party switches.
• Internal adapters fit into a full-height slot of the agent workstation. The adapter uses the
physical space but not the bus connection. The adapter requires power from a female Molex
8981 Power connector.
• External adapters are small boxes and require an external power supply.
Use the following components to configure and monitor Altitude Recorder:
Recorder Database Manager

Windows application installed on the Storage Server computer, used to configure the ODBC
connection to the database and to create the database. The Recorder database stores an index
and the location of the voice files. The database grows automatically as needed.
Recorder Monitor
Windows application installed on system administrator workstations. Use the Recorder Monitor
to restart, configure, and monitor the Control Server, Storage Servers, and Channels.
Silence Calibrator
Windows application installed on agent workstations. Configures the recording volume and
silence detection of a Recording Adapter to match the individual characteristics of the sound
card and the phone.
Firewall Adapter
Firewall Adapter components enable other Altitude Xperience components to communicate through
firewalls.
The Firewall Adapter has the following components:
Firewall Adapter Proxy

Windows service that tunnels the complex TCP and UDP communication protocols involving
multiple computers and dynamic ports into at most two TCP/IP connections between a pair or
proxies, named the Server Proxy and the Client Proxy.
Firewall Adapter Manager

Windows application that configures the Firewall Adapter Proxies on Windows.
12
Architecture scenarios
Architecture scenarios represent a contact center with Altitude Xperience components. Some scenarios
represent complete examples, while other scenarios represent a part of an installation. Diagrams represent
architecture scenarios.
Diagrams have the
following parts:
1. Customers 2 uAgent Windows
2. Workstations
1
3. Server computers Phone
4. Other systems.
3 4 Media components
Customers Altitude uCI Server
Customers are drawn as License Server
humans next to a Core components
representation of the
possible interactions with Altitude uCI Server
Manager
the contact center. The
orange brick wall License Manager
represents the firewalls
that protect contact
center systems from malicious Internet users.
In the example, customers can interact with the contact center through calls, emails, and instant messages.
Workstations
Workstations are drawn as a Human looking into a monitor, with icons representing specific components
installed at the workstation, such as graphical applications and phone sets.
In the example, an agent workstation runs uAgent Windows and uses a phone.
Server computers
Server computers drawn as an open case with icons represent computers with a specific set of services,
applications, and hardware. The first service is typically the most important functionality provided by the
server.
In the example, the server computer runs several services (Altitude uCI Server, License Server, and other
core components) and two configuration applications (Altitude uCI Server Manager and License Manager).
Other systems
Server computers drawn as closed cases represent third-party systems, or a combination of computers
explained in the document.
In the example, the closed computer represents a choice of media components.
Icons for graphical applications

Computers have the following types of graphical applications:
uAgent Windows
Icon for uAgent Windows, an Altitude Xperience Windows application that presents information
to agents, allowing agents to handle calls, emails, and instant messages.
13
Web browser
Icon for a supported web browser, a Windows application that allows access to web-based
applications. For example, Internet Explorer.
uAgent Softphone
Icon for a Windows application that implements a SIP phone, included with uAgent.
Configuration application
Icon for one of several Altitude Xperience Windows applications that configure services.
Agent desktop application

Icon for a choice of desktop application that presents information to agents, allowing agents to
manage work and handle interactions with customers.The choice of application typically depends
on decisions explained in the document.
Icons for services

Computers have the following types of server software components:
Service
Icon for a Windows service, usually configured through a dedicated Windows application or
through a web browser.
Service
Icon for a choice of service required to provide some functionality. The choice of service typically
depends on decisions explained in the document.
Services
Icon for a choice of services required to provide certain combined functionality. The choice of
service typically depends on decisions explained in the document.
Icons for hardware

Computers have the following types of hardware components:
Phone
Icon for a choice of phone with an extension number in the telephony switch. Phones can be
physical phone sets, or softphone applications.
Voice board
Icon for a choice of Digium or Dialogic voice board, used by specific services to provide ISDN
PRI trunks, or analog or digital automated IVR agent extensions for a third-party telephony
switch.
Recording Adapter
Icon for an Altitude Recording Adapter, a physical adapter that taps into the analog signals
arriving at the handset or headset of an agent phone. The adapter feeds the signals into a
third-party sound card supported by Windows.
14
Complete core scenario
The complete core scenario has the following components:
1. Customers interact with the contact center through calls, emails, and instant messages, using a phone
or a computer.
2. The agent computers runs a customized desktop application, and uses a phone compatible with the
contact center switch.
3. Supervisor computers run a supported web browser to access Management Portal.
4. The Altitude uCI Server computer runs the License Server, Management Portal, and some gateways.
5. The database computer runs the third-party database management system.
6. The Remote Gateway Server computer runs the telephony gateways, to guarantee the required
real-time performance.
7. A combination of media components, including supported switches, supports a combination of calls,
emails, and instant messages.
2 Desktop 3 Web browser
1 Phone
4 Altitude uCI Server 5 DBMS 6 Remote Gateway 7 Media

Server components
License Server Altitude uCI Gateways
Server
Management Portal database Remote Gateway
Gateways Manager
Altitude uCI Server
Manager
License Manager
Media scenario with Altitude Xperience components

The media scenario with only Altitude Xperience components has the following components:
or a computer.
2. Agent computers run a supported desktop application and uAgent Softphone.
3. Core servers run the core components and the gateways for Altitude vBox, Communication Server,
email, and instant messaging.
4. The Communication Server computer connects to the Altitude vBox through SIP trunks, and optionally
connects to the PSTN through ISDN PRI trunks (using the Dialogic boards). The Communication
Server complements the Altitude vBox with automated IVR agent extensions and improved machine
detection for outbound calls placed using the Dialogic SR/HMP. Automated Agents runs scripts as
follows:
• IVR scripts for automated IVR agent extensions on Communication Server
• Routing scripts for intelligent routing of emails, instant messages, automated workflow tasks, and
calls queued at Altitude vBox.
5. A server computer connected to the Internet runs third-party POP3 and SMTP services, to receive
and relay email.
15
6. Altitude vBox runs on a supported server computer, providing SIP trunks and ISDN PRI trunks (using
Digium boards). Altitude vBox provides the telephony extension functionality for the uAgent Softphones.
Desktop
2 Softphone
1
3 Core components 4 Communication Server

Gateway for vBox Dialogic SR/HMP
Gateway for Communication Automated Agents
Server Communication Server
Gateway for email Web Manager
Gateway for instant Automated Agents Monitor
messaging ASR/TTS
Dialogic board
5 POP3 6 Altitude vBox

SMTP vBox
Management
Digium board
Media scenario with a CTI link to a third-party telephony switch

The media scenario with a supported third-party telephony switch has the following components:
or a computer.
2. Agent computers run a supported desktop application and have a third-party phone configured as an
extension in the third-party telephony switch.
3. Core servers run the core components, the Altitude Xperience telephony gateways, and gateways for
email and instant messaging.
4. The Communication Server computer uses a SIP or ISDN PRI trunk (using Dialogic boards) to connect
to the third-party switch. The third-party switch sees the Communication Server as another telephony
switch. The Communication Server may also be connected directly to the PSTN. The Communication
Server provides automated IVR agent extensions and improved machine detection for predictive calls
placed using the Dialogic SR/HMP. Automated Agents runs scripts as follows:
• IVR scripts for automated IVR agent extensions on Communication Server.
• Routing scripts for intelligent routing of emails, instant messages, automated workflow tasks, or
calls queued at the third-party telephony switch. The telephony switch must provide queued routing
points.
and relay email.
6. The third-party switch provides a supported CTI link to the Altitude Xperience telephony gateway and
provides telephony extension functionality for the agent phones.
16
2 Desktop
1
Phone

Gateway for switch Dialogic SR/HMP
Gateway for Communication Automated Agents
Server Communication Server
Gateway for email Web Manager
Gateway for instant Automated Agents Monitor
messaging ASR/TTS
Dialogic board
5 POP3 6 Switch
SMTP
Media scenario with a third-party telephony switch without a CTI link

The media scenario with a supported third-party telephony switch has the following components:
or a computer.
2. Agent computers run a supported desktop application and have a third-party phone configured as an
extension with direct inward dialing in the third-party telephony switch.
3. Core servers run the core components, the Altitude Xperience telephony gateways, and gateways for
email and instant messaging.
4. The Communication Server computer uses a SIP or ISDN PRI trunk (using Dialogic boards) to connect
to the third-party switch. The third-party switch sees the Communication Server as another telephony
switch. The Communication Server may also be connected directly to the PSTN. The Communication
Server provides agent extensions, automated IVR agent extensions, and improved machine detection
for predictive calls placed using the Dialogic SR/HMP. Automated Agents runs scripts as follows:
• IVR scripts for automated IVR agent extensions on Communication Server.
• Routing scripts for intelligent routing of emails and instant messages, and automated agent tasks.
and relay email.
6. The third-party switch provides a direct inward dialing to agent phones.
17
2 Desktop
1
Phone

Gateway for Communication Dialogic SR/HMP
Server
Automated Agents
Gateway for email
Gateway for instant Web Manager
messaging
ASR/TTS
Dialogic board
5 POP3 6 Switch
SMTP
uAgent Windows workstation scenario

In the uAgent Windows scenario, agent computers run uAgent Windows, using either the Altitude softphone
or a third-party phone.
or a computer.
2. Agent computers run uAgent Windows and use a phone compatible with the telephony switch. With
Altitude vBox, agents can use the built-in uAgent softphone.
4. One or more core servers run Management Portal, track agents and interactions, manage contact
data, and decide when to call contacts.
5. A combination of media components, including supported telephony switches, supports a combination
of calls, emails, and instant messages.
2 uAgent Windows 3 Web browser
1
Phone
4 Core components 5 Media components

Management Portal
18
uAgent Web workstation scenario
In the uAgent Web scenario, agents run a supported web browser.
or a computer.
2. Agent computers run a supported web browser to access uAgent Web, and use a phone compatible
with the telephony switch. With Altitude vBox, agents can use the uAgent softphone.
4. One or more core servers run Management Portal, track agents and interactions, manage contact
data, and decide when to call contacts.
5. One or more Windows server computers run uAgent Web and Load Balancer.
6. A combination of media components, including supported telephony switches, supports a combination
of calls, emails, and instant messages.
2 Web browser 3 Web browser
1
Phone
4 Core components 5 uAgent Web 6 Media components

Management Portal Load Balancer
Recorder scenario with Altitude vBox

The recording scenario with Altitude vBox has the following components:
1. Customers interact with the contact center through calls, using a phone or a computer.
2. Agent computers run a desktop with a supported SIP phone.
3. Supervisor computers run a supported web browser to access Management Portal. Supervisor
computers require a sound card connected to speakers or headphones.
4. A core server computer runs Management Portal. The computer running the Altitude Xperience
telephony gateway for Altitude vBox runs the Recorder Control Server.
5. The database computer runs the third-party database management system that stores the Recorder
database.
6. The Storage Server computer stores audio recordings on large disks.
7. Altitude vBox records calls and transfers the recordings to the Storage Server.
19
2 Desktop 3 Web browser
1
Phone
4 Core components 5 DBMS

Management Portal
Gateway for vBox
6 Recorder Storage Server 7 Altitude vBox

Recorder Database Manager vBox Management
Recorder Monitor
Recorder scenario with Recording Adapters

A recording scenario with Recording Adapters has the following components:
1. Customers interact with the contact center through calls, using a phone or a computer.
2. Agent computers run uAgent or another supported agent desktop, with a third-party phone connected
to a Recording Adapter which connects to a third-party sound card. The Recorder Channel records
voice into a local disk. Use Recorder Silence Calibrator to configure the recording to the individual
characteristics of the sound card and the phone.
3. Supervisor computers run a supported web browser to access Management Portal. Supervisor
computers require a sound card connected to speakers or headphones.
4. A core server computer runs Management Portal. The computer running the Altitude Xperience
telephony gateway for the third-party telephony switch runs the Recorder Control Server.
5. The database computer runs the third-party database management system that stores the Recorder
database.
6. The Storage Server computer stores audio recordings on large disks.
7. The third-party switch provides a supported CTI link to the Altitude Xperience telephony gateway and
supports the agent phones.
20
Desktop
2 Silence Calibrator 3 Web browser
Recorder Channel
1
Recording Adapter
Phone
4 Core components 5 DBMS

Management Portal
Gateway for switch
6 Recorder Storage Server 7 Switch

Recorder Database Manager
Recorder Monitor
Complete contact center with Altitude vBox and Communication Server

In the complete contact center example, some agents work from home.
or a computer.
2. Agent computers run uAgent Windows with the uAgent softphone configured as an extension in Altitude
vBox.
3. Agent computers access uAgent Web and use a SIP phone configured as an extension in Altitude
vBox.
4. Supervisor computers run a supported web browser to access Management Portal.To listen to recorded
calls, supervisor computers require a sound card connected to speakers or headphones.
5. The Altitude uCI Server computer runs most core services and the gateways.
and relay email.
7. The SQL Server database runs in a separate computer.
8. The uAgent Web computer supports the home agents.
9. The Communication Server computer handles IVR calls, providing both SIP and ISDN trunks. Automated
Agents runs IVR scripts for the IVR calls on the Communication Server, and routing scripts for emails
and instant messages.
10. The Storage Server computer stores recorded calls for playback on supervisor computers.
11. The Altitude vBox computer handles agent calls, providing both SIP and ISDN trunks. Altitude vBox
also records agent calls.
21
uAgent
Windows Web Web
2 3 browser 4 browser
Softphone
1 Phone
5 Altitude uCI Server 7 SQL Server 10 Recorder Storage

Server
License Server Altitude uCI Remote Storage
Management Portal Server Recorder Database
database Manager
Recorder Control
Server Recorder Monitor
Gateway for vBox
Gateway for 8 uAgent Web 11 Altitude vBox
Load Balancer Altitude vBox
Gateway for email Management
Gateway for instant
messaging
Digium board
Altitude uCI Server
Manager
License Manager 9 Communication Server
Dialogic SR/HMP
Automated Agents
6 SMTP Communication Server
POP3 Web Manager
ASR/TTS
Dialogic board
Contact center with Alcatel-Lucent

In the contact center example with Alcatel-Lucent, agents work with Alcatel-Lucent phones.
or a computer.
2. Agent computers run uAgent Windows, using Alcatel-Lucent phones configured as extensions in the
Alcatel-Lucent OXE.
4. The Altitude uCI Server computer runs core services and the gateways.
and relay email.
7. The Communication Server computer handles IVR calls, providing both SIP and ISDN trunks. Automated
Agents runs scripts as follows:
• IVR scripts for the IVR calls on the Communication Server,
• Routing scripts for emails, instant messages, and automated workflow tasks.
8. The Alcatel-Lucent OXE handles agent calls.
22
uAgent Web
2 Windows 3 browser
1 Alcatel phone
4 Altitude uCI Server 5 SQL Server 7 Communication Server

License Server Dialogic SR/HMP
Altitude uCI
Management Portal Server Automated Agents
database
Gateway for Communication Server
Alcatel-Lucent OXE Web Manager
Gateway for Automated Agents Monitor
Communication Server ASR/TTS
Gateway for email
6 SMTP
Dialogic board
POP3
Gateway for instant
messaging
Altitude uCI Server
8 Alcatel-Lucent OXE
Manager
License Manager
Remote site with Altitude Xperience components

In the complete contact center example, some agents work from home.
or a computer.
2. Agent computers run uAgent Windows with the uAgent softphone configured as an extension in Altitude
vBox.
3. Home agent computers access uAgent Web and use a home phone configured as an external extension
in Communication Server. Home agents require Recording Adapters to be able to record calls.
5. A firewall separates the agent computers and the customers from the remote server computers.
6. The uAgent Web computer supports the home agents.
7. The Altitude vBox computer handles agent calls, providing both SIP and ISDN trunks. Altitude vBox
also records agent calls.
8. The Communication Server computer handles IVR calls and home agents, providing both SIP and
ISDN trunks. Automated Agents runs IVR scripts for the IVR calls on the Communication Server, and
routing scripts for emails and instant messaging.
9. The Storage Server computer stores recorded calls for later playback on supervisor computers.
10. A firewall with a VPN connection separates the remote server computers from the central server
computers.
11. The Altitude uCI Server computer runs the core services and the gateways.
and relay email.
23
5 6 uAgent Web 10 11 Altitude uCI Server
Load Balancer License Server
Management Portal
1 Gateway for vBox
Gateway for
7 Altitude vBox Communication Server
Altitude vBox Gateway for email
Management
Gateway for instant
uAgent messaging
2 Windows
Softphone Digium board Altitude uCI Server
Manager
Communication Server License Manager
8
Dialogic HMP
Automated Agents
12 SQL Server
Web
3 browser
Web Manager Altitude uCI Server
Automated Agents database
Monitor
Phone
ASR/TTS
Dialogic board
Web
9 Recorder Storage 13 SMTP
4 browser
Server
POP3
Recorder Database
Manager
Recorder Monitor
Media scenario with Speech Server

A media scenario with Speech Server allows to integrate Speech Recognition and Text-to-Speech
functionalities through API(s), with Altitude Communication Server (ACS) and has the following components:
1. Altitude Communication Server as a client of the Altitude Speech Server Application.
2. An Altitude Speech Server Application as a client of an Online Service. The Speech Server Application
allows to integrate the associated APIs with Altitude Communication Server and can be one of the
following:
• Google Speech Server Application with Google Speech API and Google Text-to-Speech API.
• Bing Speech Server Application with Bing Speech API (REST API) that provides both Automatic
Speech Recognition (ASR)/Speech-To-Text (STT), and Text-To-Speech (TTS) capabilities provided
by Microsoft.
The capabilities that the application APIs provide are the following:
• Automatic Speech Recognition (ASR) or Speech-to-Text (STT) to recognize speech in audio and
to return the result as a text file.
• Text-to-Speech to synthesize text into human-sounding speech and to return the result as an audio
file.
24
3. An Online Service which is one of the following:
• Google Online Service that runs on Google cloud and uses Google Speech API and Google TTS
API.
• Bing Speech Online Service that runs on Microsoft's cloud (Azure), and uses the Bing Speech API
(REST API).
Speech API & TTS API /

Speech (REST) API
Communication Speech
Server Server
Application Online Service
25
Processes
Altitude Xperience processes.
Altitude uCI Server processes

Description of the Altitude uCI Server processes.
The Altitude uCI Server has the following types of processes:
• Critical
• Non-critical.
26
PDIAL
PMON WORKER PDIAL
RFS
FM IM HTTP
DSERVER PBX_LINK Gateway
PBX PBX Chat
_LIN LINK
K TER_
ROUTER ROU K
REPORT
FR PBX
_LI RO _ LIN
GW NK UT
ER AN
LPTS _LI
NK TM
TMAN_LINK
easy_init
DBMON Telephony
Gateway
LINK Switch
N_
SCHED TMAN TMA
BOOT
WFM WSS
EASY HTTP
LOG Server
LM SM
RIP MQS
Remote
Instance
SP AM Email
GBC RABBITMQ Gateway Email
(ERL) Server
SAM_LINK DLS
SQL
LMC
TSRV
Logs SS
Repository AS
MGR SAM
CTRLR EBA DOCM
Document
Repository
ASOM
Altitude uCI License Automated uAgent uAgent Integration Script Mgmt

Server Manager Server Agents Web Windows Server Developer Portal
Core Failure Recovery Infrastucture Auxiliary Interface
Multithread Database Multiprocess Multiprocess&Multithread
Figure 1: Altitude uCI Server processes.
Critical processes
Critical processes are processes that cause the Altitude uCI Server to shutdown if the processes stop
responding. The critical processes are the following:
am
The Agent Manager process is the main process for agent and CTI operations processing. The
am process validates and scores all evolution made over the contact center interactions, through
scripting and the different media, ensures that all interactions evolve correctly, and enables the
scoring of data. The monitoring engine displays the statistics over the call center operation based
on the scoring of data. The am works with the following Altitude uCI Server processes:
• pbx for media gateway related operations
• sam for agent requests
27
• sp for registering scoring and logging related with the contact center operations
• tman for saving in the database information related to interactions. For example, the End
Script operation.
boot
The boot process performs an initial loading of data from the Altitude uCI Server database to a
shared memory structure when the Altitude uCI Server boots. The Altitude uCI Server uses the
shared memory structure to speed up operations and caching. The boot process detects data
corruption or incompatibilities between the Altitude uCI Server binaries and the database schema
revision. When the boot process completes successfully, easy_init continues the Altitude uCI
Server start process.
dbmon
The Database monitor process is a "watchdog" that ensures the Altitude uCI Server processes
have exclusive access to the database, by executing a long running transaction over one of the
Altitude uCI Server database tables. dbmon depends on the database type.
dserver
The Data server process supports the transfer of data of calls and instant messaging interactions
between agents on the same gateway, different gateways, or different Altitude uCI Servers. The
dserver process provides a "yellow pages" service of all telephony devices that the telephony
gateways monitor.
easy_init
The easy_init process is the Altitude uCI Server main process.The Altitude uCI Server launches
the easy_init process when you start the Windows service of the Altitude uCI Server. The
easy_init process uses the port of the Altitude uCI Server to listen to requests from the Altitude
uCI Server Manager or Management Portal. After you request an Altitude uCI Server boot, the
easy_init process launches and manages the other Altitude uCI Server processes.
lmc
The License Manager Client process connects to a License Manager Service that validates the
available licenses. When you perform an operation in the contact center that requires a license
validation, lmc performs a validation request to the License Manager Server. For example, an
agent or supervisor login or opening a campaign. The lmc process sends a warning message
to easy.log in the following scenarios:
• If you reach a limit value in one of the license file components
• When a license file expires, causing a shutdown of the Altitude uCI Server
• When the license file is not at the configured location.
If more than one contact center shares the same License Manager service, the values of the
license file components are also shared between the contact centers.
mqs
rabbitmq
The mqs and rabbitmq processes are responsible for handling and queuing the requests between
the Altitude uCI Server processes. When an Altitude uCI Server process receives a request, the
request goes to the process queue to be handled. For example, when sam receives a request,
rabbitmq ensures that the message persists if there is a forced shutdown and ensures the
request is handled by the first sam process that can handle the request. The rabbitmq process
is a third-party application that provides robust messaging, and will replace the mqs process.
pbx
The pbx process is the main process for telephony and chat operations.The pbx process interacts
with instant messaging and telephony gateways, handles interaction queues, and delegates
work to and from the processes am, router, lm, and pdial.
28
router
The router process manages the universal queue and blending of all types of interactions in
the campaigns, routes the interactions to the best available and skilled agents, and works in
collaboration with lm, pdial, pbx, and the gateway processes for telephony and instant
messaging.
Note: The router process does not handle ACD distribution.
tman
The Transaction Manager process performs transactional operations over the contact center
entities, for example, insert, delete or update. The tman process triggers additional operations
such as low priority tasks to update other contact center entities or sending events to system
components about the operation that the process is executing. For example, deleting campaigns
triggers a background task to delete all related campaign data such as contacts, or changing
campaign parameters that triggers events that can reach the gateways. The contact center
entities are persistent in the database, and loaded in a shared memory space for performance.
The tman process also ensures the contact center entities are consistent between the database
and the shared memory.
Non-critical processes
Non-critical processes are processes that do not cause the Altitude uCI Server to shutdown if the processes
stop responding. You can restart non-critical processes without affecting the Altitude uCI Server.
Attention: Non-critical processes can cause Altitude uCI Server to shut down if the failure occurs
in a selected critical processing phase of a non-critical process. The Altitude uCI Server handles
non-critical processes as critical after 3 consecutive failures within 6 minutes and will cause an Altitude
uCI Server shutdown.
The non-critical processes are the following:
as_mgr_ctrlr
The Altitude uCI Server Manager Controller process accepts requests from the Altitude uCI
Server Manager and sends the request to the easy_init process. For example, Boot request,
Set online or offline, and flush logs. The as_mgr_ctrlr process also manages changes in the
Altitude uCI Server configuration file AssistedServer.config. When you change the
configuration file, the Altitude uCI Server Manager sends a request to as_mgr_ctrlr, and the
process requests easy_init to perform the change.
Note: Changes to the configuration file require an Altitude uCI Server reboot to have effect.
as_manager
Manager GUI. Collects information from the Altitude uCI Server Manager.
dls
The Distributed Locks Server process manages Management Portal lock requests to prevent
simultaneous entity changes. For example, two supervisors changing the same entity at the
same time, operations over workflow processes and campaign opening and closing. When a
temporary lock on an entity expires, the dls process sends a message to the easy_log process.
docm
The Document manager process maintains the document repository, and handles the following
types of documents:
• Emails
• Instant messaging interactions
• Agent scripts
• Workflow definitions
29
• Knowledge base documents.
The docm process ensures all documents present in disk are referenced the database and
handles client requests to access or change the documents.
easy_log
The easy log process writes the log file easy.log. The easy.log file is the Altitude uCI Server
main log file, and contains the following information:
• Basic information about the contact center status
• Major execution errors or detected problems.
When an Altitude uCI Server component detects information to write in the easy.log file, the
Altitude uCI Server component sends a message to the easy_log process, and the
easy_logprocess writes the information to the easy.log file.
eba
The Event Broadcast process delivers event messages to other processes and applications.
For example, sam delivers the messages to agents or ss to supervisors and Integration Server.
emgw
The Email gateway process retrieves inbound emails from POP3 user accounts that you configure
on the campaigns, stores the content of the emails in DOCM, and triggers the routing of new
email interactions through the am process. For outbound, the emgw process delivers the pending
emails in the outbox of the campaign to a SMTP server.
fbgw
The Facebook Gateway process monitors the activity on Facebook pages that you configure in
a campaign. The fbgw process retrieves new posts, comments, replies, and private messages
from Facebook, stores them in docm, and triggers the routing of new Facebook interactions
through the am process. For outbound, fbgw adds new posts and replies to posts, comments,
and private messages.
fm
The Failure Monitor process is a "watchdog" that monitors the state of the Altitude uCI Server,
ensuring easy_init is responsive. When easy_init crashes or becomes blocked, FM
automatically restarts the service.
fr
The Failure Recovery process recovers the Altitude uCI Server to the last stable state. When
the Altitude uCI Server launches easy_init, FR retrieves the last stable state of the Altitude
uCI Server from the database and tries to recover the Altitude uCI Server by doing one of the
following:
• Automatically booting the Altitude uCI Server.
• Placing the Altitude uCI Server online, opening campaigns, and gateways.
FR controls the recovery stage, between offline and administration status, by launching the
recovery low priority tasks.
gbc
The Garbage Collector process performs a cleanup of the Altitude uCI Server shared memory
structure and optimizes speed in operations. The gbc process cleans up memory objects that
are not persistent over time, consolidates the memory objects and frees memory.
imhttp
The Instant Messaging HTTP Gateway process provides an instant messaging solution to the
customers based on web browser technologies. The imhttp process is the entry point of the
instant messaging channel into Altitude uCI Server and provides the infrastructure to:
• Route instant messaging interactions to automated agents, human agents, and to other
Altitude uCI Servers.
30
• Handle the instant messages that the contact center agents and customers exchange.
The imhttp process stores the instant messaging interactions using docm.
lm
The List Manager process selects outbound interactions for delivery to agents and synchronizes
operations over activities, contacts, email interactions, and workflow tasks. The lm process
selects contacts suitable for all agents in the campaign, and ensures the Altitude uCI Server
delivers campaign interactions with higher priorities first. The lm process implements most
configurations regarding campaigns, outbound rules, schedules, and phone types.
lpts
The Low Priority Task Server process executes:
• Operations that can take too long to complete, preventing clients to wait for the synchronous
execution of the operation. For example, deletion of contact center entities or resubmitting
contacts.
• Asynchronous operations. For example, generating scheduled reports.
The Altitude uCI Server uses lpts with the process sched. The sched process controls which
tasks a specific lpts runs at any given time.
pdial
The Predictive dialer process calculates the number of calls that the Altitude uCI Server needs
to place at each moment, so that all the contact center agents are busy. The Altitude uCI Server
calculates the number of calls according to predictive parameters. For example, most contact
centers have to respect the nuisance ratio due to country legislation.
pdial worker
The Predictive dial worker process retrieves and stores predictive statistical data based on a
specific predictive algorithm. The predictive algorithm processes and delivers the data to the
pdial process. The Altitude uCI Server predictive outbound call engine uses the data to calculate
the number of calls in predictive campaigns.
pmon
The Process Monitor process is a "watchdog" that monitors the state of the Altitude uCI Server
processes and kills any non-responsive process. The Altitude uCI Server considers a process
as non responsive if the process is blocked in an operation longer than a specific timeout. The
default value of the timeout is 5m. If a database or CTI operation can take longer than the timeout,
the process that executes the operation notifies pmon that the operation can take longer than
the timeout. After pmon kills a non-responsive process, easy_init does one of the following:
• Re-launches the process
• Shuts down the Altitude uCI Server.
reportgw
The Report gateway process generates reports in Excel format that lpts requests. The lpts
generates the raw report data and reportgw applies an Excel report model to the data.
rfs
The Report Server process converts raw data of built-in reports to rich format.
rip
The Remote Instance Ping process is used in a Virtual Contact Center to determine the availability
of a Virtual Contact Center node.
sam
The Safe Agent Manager process handles agent requests from Integration Server and agent
applications. For example, uAgent, Automated Agents, and Script Developer. The sam process
reduces some of the workload from the am process by providing cache responses and argument
sanitation. The sam process can handle requests that do not require am intervention. For example,
31
SQL operations or transaction operations that the sam process sends to the sql and tman
processes.
sched
The Scheduler process controls the scheduled operations of the contact center. For example,
executes scheduled commands, generates scheduled reports or automatically opens and closes
campaigns.The sched process also controls the execution of low priority tasks in lpts processes.
sm
The System Monitor process centralizes the control of system alarms, handles the configuration
of system event profiles, calculates the KPI and Business Objectives, and triggers system alarms
related to the state transitions of KPIs.
sp
The Statistics processor process saves the counter scoring made over built-in cubes to the
database, and handles statistics used by the predictive engine.The sp process uses high amounts
of CPU and writes large amounts of data to the database. Most counters have an associated
log, that details a specific interaction.
Note: The logging is associated with the change of the respective counters.
sql
The sql process performs data retrieval operations from client applications or Management
Portal using an entity protocol that is specific to the contact center entities. The sql process also
executes any ad-hoc statement or transact SQL operation requested from a client application.
ss
The Supervisor Server process handles supervisor requests. The ss process provides an
administrator API to create contact center entities and perform configuration changes.
Management Portal uses the ss process to communicate with the Altitude uCI Server. The ss
process delegates some operations to other Altitude uCI Server processes. For example, sql,
tman, dls when performing Management Portal entity locks, and sched for scheduled task
operations.
sws
The Supervisor Web Server process provides Management Portal internal services to Altitude
uCI Server using web services and handles built-in report import operations in Altitude Xperience.
tsrv
The Trace Server process writes all contact center traces to disk. When the trace file of an
Altitude uCI Server process is active, the Altitude uCI Server process sends the trace information
to tsrv. The tsrv process uses a memory buffer to receive, compress, and write the trace
information to disk, optimizing the hard drive I/O.
You can force the TSRV to write the memory information to disk using the following:
• In Management Portal, select the option Tools > Flush Logs.
• In Altitude uCI Server Manager, select the tab Debug, click Advanced >>, and click Force
Logs Flush to Disk.
twittergw
The Twitter Gateway process monitors the activity on Twitter accounts that you configure in the
campaign. The twittergw process retrieves new tweets, replies, retweets, and direct messages
from Twitter, stores them in docm, and triggers the routing of new Twitter interactions through
the am process. For outbound, the twittergw process adds new tweets, retweets, reply tweets,
and direct messages, and follows new Twitter users.
wfm
The Workflow Manager process builds and controls the workflow transitions associated with
workflow processes working over a workflow script, and handles the generation of workflow
32
tasks. Workflow tasks of type External web service accept external web service requests from
the wss process.
wss
The Web Service Server process is the Altitude uCI Server gateway for web service invocation
from a third-party system.
Telephony gateway processes

Telephony gateways are special non-critical processes. Telephony gateways do not cause an Altitude
uCI Server shutdown after 3 consecutive failures, but stay down until manual intervention.
The Altitude uCI Server telephony gateway processes are the following:
ami-s4b-vbox-1.0
Skype for Business Enterprise Edition.
ami-vbox-5
Altitude vBox gateway.
csta-acs-1.0
Altitude Communication Server (CSTA).
tapi-ciscocm-2
Cisco Unified Communications Manager TAPI.
tsapi-alc-oxe-7.0
Alcatel OmniPCX Enterprise TSAPI.
tsapi-avaya-definity-aes-3.1
Avaya Communication Manager TSAPI (EAS and Splits) without multi-line support.
tsapi-avaya-definity-aes-3.1-extra
Avaya Communication Manager TSAPI (EAS and Splits) with multi-line support.
Multithread processes
The multi-threaded processes of the Altitude uCI Server are the following:
• am
• easy_init
• gbc
• lm
• sp
am threads
The threads that the am process launches are the following:
alarm_thread
Logs the handling of alarms.
ag_info
Logs the agent information that the agents request.
scoring_manager
Logs the distribution of the scoring jobs by the scoring threads.
scoring_thr<n>
Logs the scoring threads, where n is the number of the scoring thread. The Altitude uCI Server
has a default of 2 scoring threads, scoring_thr0 and scoring_thr1.
33
You can configure the number of scoring threads in the parameter
AM_SCORING_THREAD_POOL_NUMBER of the Altitude uCI Server configuration file
AssistedServer.config.
CAUTION: You should only change the configuration parameter after an explicit request
from Customer Care.
thr<n>
Logs the worker threads, where n is the number of the worker thread. The worker threads log
the requests that reach the am process.
You can configure the number of worker threads in the parameter THREAD_POOL_NUMBER of the
Altitude uCI Server configuration file AssistedServer.config.
CAUTION: You should only change the configuration parameter after an explicit request
from Customer Care.
34
ASL Web Edition runner process
The ASL Runner Process is a WCF process that runs in uAgent Web server and handles requests from
browser.
uAgent Web
Windows Service
Process
Manager
IIS Service
uAGENT WEB ASL Runner

Web Service
WCF Runner
Process
ASL Runner
Integration
Server
Figure 2: Architecture
ASL runner process architecture has the following components:
uAgent Web
Server application that the agent uses.
Integration Server
Integrates uAgent Web with WCF Runner Process.
35
ASL Runner Web Service
Handles requests from the browser and uAgent Web.The Runner Web Service sends the request
to the WCF Runner Process.
Process Manager Service
Windows Service that starts a WCF Runner Process for each agent login.
WCF Runner Process
Loads and runs the ASL script.
ASL Runner
Downloads ASL files from the web server.
uAgent Windows
Window.external
Runner Win
ASL Runner
O b je c t fo r s c r i p t
uAGENT WIN Integration

components Server
Figure 3: Architecture
ASL runner process architecture has the following components:
Runner Win
Server application that the agent uses.
36
Integration Server
Integrates Runner Win process with uAgent Windows.
ASL Runner
Downloads ASL files from the web server.
uAgent WIN components
uAgent Windows components.
Browser
Embedded browser that runs the ASL script.
37
Campaign scenario diagrams
Campaign scenario diagrams represent the different types of activities that a specific media architecture
can handle.
The images represent three campaign scenarios that support the complete set of activities for agent
campaigns, routing campaigns, and IVR campaigns.
Icon Campaign interactions Campaign scenarios
Power dial calls, placed from agent or IVR extensions.
Power and predictive dial calls. Predictive calls require

specific support from each telephony switch.
Inbound calls to agents, queued at the telephony switch

and distributed to agent extensions by default routing.
Also, inbound calls to IVR extensions.
Inbound calls to agents, distributed by third-party ACD
(automatic call distribution) functionality on a third-party
switch.
Inbound emails and inbound instant messages. If the
campaign scenario also supports inbound calls, the
scenario can blend the activities.
Preview interactions and workflow tasks. If the
campaign scenario supports inbound calls, the scenario
can blend the activities.
Calls enqueued by IVR and routing campaigns. Instant
messages enqueued by routing campaigns.
Enqueue calls to agent campaigns with extensions in
the same Altitude Xperience telephony gateway. An
enqueued call remains at the routing point until the
Altitude Xperience telephony gateway delivers the call
to an agent extension.
Enqueue instant messages to agent campaigns.
Transfer emails and instant messages to other

campaigns.
Transfer or divert calls to internal devices or to external

numbers.
In addition, agents can start campaign scripts. Any campaign script can send email.
38
Campaign scenarios with Alcatel-Lucent
Agent campaigns with Alcatel-Lucent extensions

The scenario has agents with Alcatel-Lucent extensions. The agent campaigns do not have CCD or RSI.
The scenario supports agent campaigns handling the following combination of interactions:
Outbound calls placed from agent extensions, including
power dial.
Predictive calls placed from Alcatel-Lucent ghost
extensions. The number of ghost extensions limits the
number of pending predictive calls.
Predictive calls placed from call classifier devices in
Inbound emails and inbound instant messages.
Preview interactions and agent workflow tasks.
Calls enqueued by IVR or routing campaigns. Instant

campaigns.
Transfer calls to internal devices or to external
numbers.
Requirements
The scenario requires the following media components:
• Alcatel-Lucent OXE
• Alcatel-Lucent phones for agent desktops
• Alcatel-Lucent TSAPI server
• Altitude Xperience telephony gateway for Alcatel-Lucent OXE.
Predictive dial with Communication Server requires the following additional components and trunks:
• Communication Server
• For Dialogic classification, Dialogic SR/HMP
• SIP trunk between Alcatel-Lucent OXE and Communication Server.
Agent campaigns with Alcatel-Lucent CCD

The scenario has agents with Alcatel-Lucent extensions in an Alcatel-Lucent CCD processing group.
39
power dial.

extensions.The number of ghost extensions limits the

Inbound calls queued at an Alcatel-Lucent CCD and

distributed to agent extensions by a processing group.
Although agents can be assigned to several
Alcatel-Lucent processing groups, agents work in a
single processing group at each time. The Altitude
Xperience telephony gateway uses the Alcatel-Lucent
pilot number to determine the campaign of inbound
calls. Receive inbound calls handled by IVR scripts and
transferred to the Alcatel-Lucent OXE using single step
transfer to a dedicated Alcatel-Lucent pilot.


campaigns.

numbers.
Requirements
Agent campaigns with Alcatel-Lucent RSI

The scenario has agents with Alcatel-Lucent extensions and an Alcatel-Lucent RSI. Optionally, agents
can log in to an Alcatel-Lucent RSI processing group.
40
power dial.

extensions. The number of ghost extensions limits the

Inbound calls queued at an Alcatel-Lucent RSI and

distributed to agent extensions by default routing. The
Altitude Xperience telephony gateway uses the
Alcatel-Lucent RSI to determine the campaign of
inbound calls. Receive calls transferred by IVR scripts
to the Alcatel-Lucent RSI, using single step transfer.


campaigns.

numbers.
Requirements
Routing campaigns with Alcatel-Lucent RSI

The scenario has Automated Agents with Alcatel-Lucent RSI to route calls, emails, and instant messages.
The scenario supports routing campaigns handling the following combination of interactions:
41
Inbound calls queued at an Alcatel-Lucent RSI. The
Altitude Xperience telephony gateway uses the
Alcatel-Lucent RSI to determine the campaign of
inbound calls.
Automated workflow tasks.

the same Altitude Xperience telephony gateway, or into
a multi-switch agent campaign. An enqueued call
remains at the Alcatel-Lucent RSI until the Altitude
Xperience telephony gateway delivers the call to an
agent extension.

campaigns.
Divert calls to internal devices or to external numbers.
Requirements
• Automated Agents
• Routing script
IVR campaigns with Communication Server

The scenario has an Alcatel-Lucent trunk to Communication Server that provides inbound and outbound
IVR extensions.
The scenario supports IVR campaigns handling the following combination of interactions:
Outbound calls in power dial placed from IVR
extensions. Optionally, Dialogic SR/HMP can detect
machines.
Inbound calls queued and distributed to IVR extensions
by the hunt group of the Communication Server. The
Altitude Xperience telephony gateway uses the DNIS
or DID to determine the campaign of inbound calls.
Enqueue calls to agent campaigns. An enqueued call
remains at the IVR extension until the Altitude
agent extension.
numbers.
42
Requirements
The scenario requires the following media components and trunks:
• IVR script
• SIP trunk between Alcatel-Lucent OXE and Communication Server
• Altitude Xperience telephony gateway for Communication Server
• For machine detection in IVR power dial calls, Dialogic SR/HMP.
IVR scripts must use the option single step to blind transfer calls to Alcatel-Lucent pilots.
Multi-switch agent campaigns with Alcatel-Lucent extensions

The scenario has agents with Alcatel-Lucent extensions participating in a multi-switch campaign.
power dial.
Calls enqueued by IVR campaigns or routing

campaigns. Instant messages enqueued by routing
campaigns.
Transfer emails and instant messaging to other
campaigns.
numbers.
Requirements
• Two or more Alcatel-Lucent OXEs.
• ABC/F trunk between the Alcatel-Lucent OXEs.
• One Altitude Xperience telephony gateway for each Alcatel-Lucent OXE, running on the same Altitude
uCI Server.
Campaign scenarios with Avaya
Agent campaigns with Avaya extensions

The scenario has agents with Avaya extensions.
43
power dial.
Outbound calls in power dial with call classification,

placed from an Avaya VDN.

Inbound calls queued at an Avaya VDN and distributed

to agent extensions using default routing. The Altitude
Xperience telephony gateway uses the Avaya VDN to
determine the campaign of inbound calls.


campaigns.

numbers.
Requirements
• Avaya S8000
• Avaya phones for agent desktops
• Avaya Application Enablement Services
• Altitude Xperience telephony gateway for Avaya S8000.
• SIP trunk between the Avaya S8000 and Communication Server.
Agent campaigns with Avaya skills

The scenario has agents with Avaya extensions and Avaya skills.
44
power dial.
Predictive calls placed from an Avaya VDN.

Inbound calls queued at an Avaya VDN and distributed

to agent extensions by an Avaya skill. The Altitude


campaigns.

numbers.
Requirements
• Avaya S8000
• Avaya phones for agent desktops
• SIP trunk between the Avaya S8000 and Communication Server.
Routing campaigns with Avaya

The scenario has Automated Agents with Avaya to route calls, emails, and instant messaging.
45
Inbound calls queued at an Avaya VDN. The Altitude

enqueued call remains at the Avaya VDN until the
Altitude Xperience telephony gateway delivers the call
to an agent extension. The Avaya VDN must be
configured as a queued routing point. Calls delivered
to busy extensions are lost, unless a suitable coverage
path routes busy calls to a fallback destination.

campaigns.
If the CTI link fails, the adjunct application will not answer the route request.
Requirements
• Avaya S8000
• Routing script

The scenario has a SIP trunk to Communication Server that provides inbound and outbound IVR extensions.
machines.
agent extension.
numbers.
46
Requirements
• IVR script
• SIP trunk between the Avaya S8000 and Communication Server
Campaign scenarios with Cisco
Agent campaigns with Cisco extensions

The scenario has agents with Cisco extensions.
power dial.
Predictive calls placed from Cisco CTI ports.

Calls enqueued by IVR campaigns. Instant messages

enqueued by routing campaigns.
campaigns.
numbers.
Requirements
• Cisco UCM
• Cisco IP phones for agent desktops
• Cisco TSP
• Altitude Xperience telephony gateway for Cisco UCM.
• SIP trunk between the Cisco UCM and Communication Server.
47
Agent campaigns with Cisco UCC
The scenario has agents with Cisco extensions in Cisco UCCX or UCCE.
power dial.
Predictive calls placed from Cisco CTI ports.

Inbound calls queued at a Cisco CTI route point and
distributed to agent extensions by Cisco UCC. The
Altitude Xperience telephony gateway uses the CTI
route point to determine the campaign of inbound calls.

campaigns.
numbers.
Requirements
• Cisco UCM
• Cisco UCC
• Cisco IP phones for agent desktops
• Cisco TSP, for predictive dial placed from Cisco CTI ports
• Altitude Xperience telephony gateway for Cisco UCM.
• SIP trunk between the Cisco UCM and Communication Server.

The scenario has a Cisco SIP trunk to Communication Server that provides inbound and outbound IVR
extensions.
48
machines.
agent extension.
numbers.
Requirements
• IVR script
• SIP trunk between the Cisco UCM and Communication Server
Campaign scenarios with Communication Server
Agent campaigns with external extensions on Communication Server

The scenario has agents with external extensions on the PSTN or on a CTI-less telephony switch.
Outbound calls placed from external agent extensions,
including power dial.
Predictive calls placed from call classifier devices.
Inbound calls queued at a routing point and distributed

to agent extensions by default routing. The Altitude
Xperience telephony gateway uses the DNIS to

campaigns.
numbers.
49
Agents working from external extensions can be assigned to any combination of campaigns, and can
become ready and not ready in individual campaigns. Agents can select to work in any assigned inbound
or outbound campaign.
Agents working from external extensions can send data with calls to other agents but must use the agent
desktop to perform telephony operations.
Requirements
• Communication Server.
• External phones for agent desktops. Phones can be extensions in a CTI-less telephony switch with
direct dialing to the extensions.
• Altitude Xperience telephony gateway for Communication Server.
• For machine detection in predictive dial calls, Dialogic SR/HMP.
Altitude Call Classifier on Communication Server

The scenario adds Altitude Call Classifier to a compatible scenario on another telephony switch.
Outbound calls placed from agent extensions in the
second switch, including power dial.
Requirements
The partial scenario requires the following setup on the second switch:
• A configuration that allows the Altitude Xperience telephony gateway to dial the same number as a
power dial call (on the second switch) and as a predictive call (on the Communication Server).
The partial scenario requires the following components:
• Communication Server.
The partial scenario requires the following Communication Server setup:
• One call classifier device.
• To play messages on nuisance calls or answer machines, uploaded sound files.
• One SIP or QSIG trunk to the second switch and one outbound rule that routes calls through the trunk.
• One ISDN trunk to the PSTN and outbound rules that route calls to the PSTN.

The scenario has SIP or ISDN IVR extensions for inbound and outbound calls.
50
machines.
agent extension.
numbers.
Requirements
• IVR script
Campaign scenarios with Skype for Business
Agent campaigns with Skype for Business client

The scenario has agents with Skype for Business client (used only for voice).
51
power dial.
Predictive calls placed from the predictive dialing device

of Altitude vBox.


Xperience telephony gateway uses the number of the
queued routing point to determine the campaign of
inbound calls.
Inbound emails and inbound instant messages. Email
and instant messages are handled through Altitude
Xperience gateways, and not through Skype for
Business.


campaigns.

numbers.
Requirements
• Skype for Business Front End server pool
• Skype for Business Mediation server pool
• Skype for Business Back End server
• Active Directory
• Altitude vBox core servers
• Altitude vBox media gateways
• Skype for Business clients for agent desktops
• Altitude Skype for Business Agent Monitor
• Altitude Xperience telephony gateway for Altitude vBox and Skype for Business Server.
• SIP trunk between the Altitude vBox and Communication Server.
Routing campaigns with Altitude vBox

The scenario has Automated Agents with Altitude vBox to route calls, emails, and instant messages.
52
Inbound calls queued at routing point. The Altitude
inbound calls.
Inbound emails and inbound instant messages. Email
and instant messages are handled through Altitude
Xperience gateways, and not through Skype for
Business.

enqueued call remains at the queued routing point until
the Altitude Xperience telephony gateway delivers the
call to an agent extension.

campaigns.
Requirements
• Altitude vBox core servers
• Altitude vBox media gateways
• Routing script
• Altitude Xperience telephony gateway for Altitude vBox and Skype for Business Server.

The scenario has an Altitude vBox SIP trunk to Communication Server that provides inbound and outbound
IVR extensions.
machines.
Inbound calls distributed by the hunt group. The Altitude
Xperience telephony gateway for Communication
Server uses the number of the IP IVR hunt group in
Altitude vBox to determine the campaign of inbound
calls.
Enqueue calls to other agent campaigns in a different

Altitude Xperience gateway.

numbers.
53
Requirements
• IVR script
• SIP trunk between the Altitude vBox and Communication Server
Campaign scenarios with Altitude vBox
Agent campaigns with Altitude vBox extensions

The scenario has agents with SIP extensions or uAgent softphones.
power dial.
Predictive calls placed from the predictive dialing device

of Altitude vBox.

inbound calls.

campaigns.
numbers.
Requirements
• Altitude vBox
• IP phones or uAgent softphone for agent desktops
• Altitude Xperience telephony gateway for vBox.
54
• SIP trunk between the Altitude vBox and the Communication Server.
For fault tolerance, Altitude vBox requires at least four computers: two configured as Altitude vBox core
servers and two configured as Altitude vBox media gateways.

The scenario has an Altitude vBox SIP trunk to Communication Server that provides inbound and outbound
IVR extensions.
machines.
Altitude Xperience telephony gateway uses the number
of the IP IVR hunt group in Altitude vBox to determine
the campaign of inbound calls.
agent extension.
numbers.
Requirements
• IVR script
• SIP trunk between the Altitude vBox and Communication Server
Routing campaigns with Altitude vBox

The scenario has Automated Agents with Altitude vBox to route calls, emails, and instant messages.
55
Inbound calls queued at a routing point. The Altitude
inbound calls.

enqueued call remains at the queued routing point until
the Altitude Xperience telephony gateway delivers the
call to an agent extension.

campaigns.
Requirements
• Altitude vBox
• Routing script
• Altitude Xperience telephony gateway for Altitude vBox.
Campaign scenarios without telephony
Agent campaigns without extensions

The scenario has agents without extensions.
Preview email interactions and agent workflow tasks.
Instant messages enqueued by routing campaigns.

campaigns.
Start scripts manually.
56
Requirements
• Agent desktops.
Routing campaigns without telephony

The scenario has Automated Agents to route emails and instant messaging.

campaigns.
Requirements
• Routing script.
57
Certification
Hardware and software requirements for Altitude Xperience contact center components. For more
information or the configuration of specific requirements, please contact Sales Support
(sales.support@altitude.com).
Server components
Guidelines to use core components

Altitude Xperience guidelines to build the infrastructure and combine core components.
Altitude Xperience requires at least the following core services:
• Altitude uCI Server
• License Server
• A supported third-party database management system.
Contact centers typically use a single Altitude uCI Server. However, multiple Altitude uCI Servers allow
contact centers to do the following:
• Isolate critical daily operations from experimental campaign development and testing.
• Break very large contact centers into separate parts, for performance and for resisting failure.
• For outsourcers, isolate the data and resources dedicated to different customers.
A License Server can share the same license with several Altitude uCI Servers.
The Remote Gateway Server can be used when the telephony gateway must be physically close to the
telephony switch to meet the performance requirements, but the Altitude uCI Server is physically far from
the telephony switch.
Altitude Xperience components must be connected through a TCP/IP network.
Guidelines to use virtualization

Altitude Software provides support to Altitude Xperience applications running on VMware, including
VMware vSphere and VMware ESXi, and excluding VMware Player. Altitude Software does not support
any other virtualization products.
Technical support may advise customers to consider the deployment of the applications in a physical
environment, to address eventual performance issues.
Altitude Xperience does not support:
• The use, configuration, or performance optimization of VMware components.
• Live migration or back-up of running virtual machines.
• Snapshots.
• VMware vMotion.
• VMware time sync with guest host.
• VMware DRS.
• VMware Fault Tolerance.
Altitude Xperience does not recommend hyperthreading. If you suspect that the virtualization layer is the
root cause of an incident, the customer will be required to contact the appropriate VMware support provider
to resolve the VMware issue.
58
Note: When using third-party products, such as Dialogic HMP, follow also the virtualization support
policy of the third-party products.
Guidelines on improving latency on virtualized environments

Altitude suggests some measures to decrease latency on virtualized environments using VMware ESXi:
• Host hardware that complies with:
1. Hardware-Assisted CPU Virtualization (VT-x and AMD-V™);
2. Hardware-Assisted MMU Virtualization (Intel EPT and AMD RVI);
3. Hardware-Assisted I/O MMU Virtualization (VT-d and AMD-Vi);
4. Use server-class network adapter cards supporting most offload features: checksum offload, TCP
segmentation offload (TSO), ability to handle high-memory DMA (that is, 64-bit DMA addresses),
ability to handle multiple Scatter Gather elements per Tx frame, jumbo frames (JF), large receive
offload (LRO) and when using VXLAN, the NICs should support offload of encapsulated packets.
Also make sure the NICs are installed in slots with enough bandwidth to support their maximum
throughput;
5. Use SR-IOV or DirectPath IO for latency sensitive traffic.Virtual network adapters such as VMXNET3
and E1000 incur virtualization overhead on the order of a few microseconds per packet. When this
overhead is not desirable, and certain core virtualization features are not needed, you might obtain
lower network latency by providing the virtual machine direct access to the network device using
DirectPath I/O or SR-IOV ("Single Root I/O Virtualization"). In either case, we also recommend
tuning the interrupt rate for the device in the guest. The VMXNET3 virtual network adapter is the
best choice if direct device access is unavailable or undesirable.
• In the host BIOS, ensure that:

1. All processor sockets and cores are enabled;
2. Turbo boost is enabled for the processors that support it;
3. Enable all hardware virtualization features;
4. Disable any devices you’ll not be using;
5. Set power management to OS controlled;
6. If available, disable C1E halt state;
7. Disable all other C-states;
• In the VMware ESXi host, ensure that the host power policy is set to maximum performance.
• In the guest virtual machine, ensure that, in case direct network device access is unavailable, use the
VMXNET3 virtual network adapter and disable virtual network interrupt coalescing.
Supported Altitude Xperience applications

All Altitude Xperience applications can run on VMware ESXi 5 and above, with the following exceptions:
• Automated Agents with ISDN architecture.
• Altitude Communication Server with ISDN architecture.
In addition:
• Ensure CPU performance setting in BIOS and Windows Server are set to High Performance and not
to Power Optimization.
Note: If you are using VMware server, you must change the performance settings in the VMware
BIOS and in the physical server running the VMware server.
• The License Manager is supported only with the license key attached to an USBanywhere device.
• Altitude vBox All-In-One servers with a maximum of 80 extensions and no Digium cards are supported
on VMware when using the provided Altitude vBox OVA (Open Virtual Appliance) extension file.
59
Attention: Database systems running on VMware that are not properly designed may cause a
serious degradation of Altitude Xperience performance.
• Virtualization products cause resource utilization overhead. Please, contact Sales Support for
assistance in finding the best hardware configuration for your scenario.
• Virtual machines running applications cannot share server resources (CPU, RAM, hard-disk and
network adapters) with other virtual machines.
• VMware Resource Allocation Reservation must be configured reserving for each virtual machine ALL
the CPU and RAM configured on the virtual machine.
• Due to a VMware ESXi behavior, if an Altitude vBox virtual machine, momentarily, does not need all
the resources allocated to it, another virtual machine might use these free resources and an OS derived
delay will be introduced when the Altitude vBox virtual machine requires access to the totality of the
allocated resources.
• Technical support may advise customers to consider the deployment of the applications in a physical
environment, to address eventual performance issues.
Important: Altitude vBox virtual machines should not share a physical machine with other virtual
machines that might at any given time require CPU and/or RAM that could be needed by the Altitude
vBox virtual machine. Due to ESXi behavior, if an Altitude vBox virtual machine, momentarily, does
not need all the resources allocated to it, another virtual machine may use those free resources and
delay will be introduced when the Altitude vBox virtual machine requires access to the totality of the
allocated resources.
Requisites for installing Altitude Xperience applications in VMware

The following list displays the requisites for installing each Altitude Xperience application in VMware:
License Server
• Parallel port configured in the virtual machine.
• Sentinel 7.6.0, provided at the start of the installation wizard.
Altitude uCI Server

• VMware Tools have to be installed.
Note: The Altitude uCI Server limits the number of logged agents to 20, if:
• Hardware and software requirements are not met.
• The virtual machine does not run in a VMware ESXi environment.
License Server
Software requirements for servers that run License Server and License Manager.
The License Manager installer includes the following components:
• License Manager
• License Server.
60
Type Software
• Windows Server 2008 R2 SP1.

• Windows Server 2012.
• Windows Server 2012 R2.
Operating system • Windows Server 2016.
Note: Windows Server 2012 or later is mandatory to use high

availability configurations with Windows Failover Clustering.
• Microsoft .NET Framework 4.5.2.

Other • Dedicated USB port for permanent keys.
• Sentinel 7.6.0, provided at the start of the installation wizard.
Altitude uCI Server

Software requirements for servers that run Altitude uCI Server.
Type Requirement

Note: Windows Server 2012 or later is mandatory to use high

availability configurations with Windows Failover Clustering.
One of the following:
Databases • MS SQL Server

• Oracle.
• Microsoft .NET Framework 3.5.

Other • For a remote SQL Server database, the Altitude uCI Server machine
requires SQL Native Client.
MS SQL Server
The following databases are certified for Altitude uCI Server and Altitude Recorder:
• MS SQL Server 2008 R2 SP2 Standard or Enterprise.
• MS SQL Server 2008 R2 SP3.
• MS SQL Server 2012 SP1 Standard or Enterprise.
• MS SQL Server 2014 SP1 Standard.
• MS SQL Server 2016 SP1 Enterprise.
• MS SQL Server 2016 SP2 Enterprise.
Note: You can run the MS SQL Server database on any Operating System supported by Microsoft.
Note: You can use Transparent Data Encryption with SQL Server.
61
MS SQL Server licenses
Use one of the following type of licenses:
Per core
You must have a core license for each physical core in the server. Microsoft sells licenses in
packs of 2 licenses.
Client Access License (CAL)
You must have a license for each user that accesses the database. Users that access the
database are uAgent users, Management Portal users, Altitude Recorder users, and Automated
Agents.
Developer edition
You can use the Developer edition for development environments. You must have a license for
each developer.
Note: For licensing details, check the MS SQL Server Licensing Guide.
Oracle
The following databases are certified for Altitude uCI Server and Altitude Recorder:
• Oracle 12c Release 2.
• Oracle 12c.
• Oracle 11g release 2 Standard Edition One.
• Oracle 11g release 2 Standard Edition.
• Oracle 11g release 2 Enterprise Edition.
Note: You can run the Oracle database on any Operating System supported by Oracle.
Oracle licenses
Use one of the following type of licenses:
Named user plus

You need to know the name of the users. Licenses of type Name user plus are not suitable for
environments with regular change in the user list.
Processor
The number of licenses that you need may not match the number of cores in the server. You
must confirm with Oracle the required number of licenses according to the server and database
edition.
62
Management Portal
Software requirements for servers that run Management Portal.
Type Software

Note: If you use Windows Server 2012 R2, you must run Management
Portal in a web browser in a different computer.
• Internet Explorer 11 with Microsoft Silverlight 5 SDK.

Browser (Optional)
• Mozilla Firefox, version 35
• Microsoft .NET Framework 3.5 Full.

• The Windows regional settings locale of the workstations that run
Management Portal must match the Altitude uCI Server regional settings
locale.
• Microsoft IIS with the following functionality:
• Static Content
Other • Default Document
• Static Content Compression
• Dynamic Content Compression
• ASP.NET 4.5
• .NET Extensibility 4.5
• .NET Framework 4.5 HTTP activation
• ISAPI Extensions
• ISAPI Filters.
Integration Server and uAgent Web

Software requirements for servers that run Integration Server and uAgent Web server.
uAgent Web automatically runs in each processor core, and uses Load Balancer to automatically distribute
work between cores and between other computers running uAgent Web.
63
Type Software

Operating system
• For Windows Server 2008 R2, ASP.NET 4.5 and Static content role
services.
• Windows Process Activation Service feature.
Note: If IIS is installed after .NET Framework 4.5, you need the
command aspnet_regiis -i to install ASP.NET 4.5.
• The Windows regional settings locale of the workstations that run uAgent
Web must match the Altitude uCI Server regional settings locale.
• Microsoft IIS 7 or latest with the following functionality:
Other • Web Server
• Static Content
• Default Document
• IIS Management Console
• ASP.NET 4.5
• Process Model
• .NET 4.5 Environment
• Configuration APIs
• For IIS 8 in Windows 2012 R2, .NET Framework 4.5 HTTP Activation.
• Internet Explorer 11, with compatibility view turned off.
Important: If you are using Windows Server 2008 R2 SP1, you must install the Microsoft Hotfix
KB2748645, available at: https://support.microsoft.com/en-us/kb/2748645.
Communication Server 2
Connect Communication Server 2 to Altitude vBox or to Altitude vBox integrated with Skype for Business
to perform call classification.
• Communication Server 2 connects to VoIP network using ISDN PRI trunks.
• ISDN PRI trunks must connect to the same provider or synchronize clocks between providers.
Type Software
Operating system • Windows Server 2008 R2 SP1.
Use Communication Server 2 with:
• SIP IVR
Notes • ISDN IVR
• Dialogic cards. The server must have PCI slots able to run at 32-bit @
33Mhz
64
Dialogic cards
Board Channels Form factor Connectors
DM/V300BTEPEQ 23 (1T1) or 30 (1E1) PCIexpress RJ-48C or BNC
DM/V600BTEP 46 (2T1) or 60 (2E1) PCI-X RJ-48C or BNC
DM/V600BTEPEQ 46 (2T1) or 60 (2E1) PCIexpress RJ-48C or BNC
DM/V1200BTEP 92 (4T1) or 120 (4E1) PCI-X RJ-48C
DM/V1200BTEPEQ 92 (4T1) or 120 (4E1) PCIexpress RJ-48C
Note:
• Use Dialogic System Release 6.0, Service Update 269.
• Communication Server 2 requires additional cables to connect the Dialogic boards to each other
inside the computer.
• Choose Dialogic cards with RJ-48C connectors with 120 Ohm impedance when connecting the
Dialogic cards to Digium cards in the Altitude vBox.
• When connecting Dialogic cards select the connector on the Dialogic cards according to the
telephony switch cards connector.
• Dialogic cards and the telephony switch cards must have the same connector and impedance.
• Dialogic is no longer manufacturing the boards listed in the above table.
• Communication Server 2 supports additional boards. The unlisted boards are more expensive
and do not bring any additional value to the customer neither in functionality nor in port density
options.
Use Communication Server 3 to perform call classification.
Communication Server 3 guidelines

• Use Communication Server 3 to provide:
• SIP IVR and SIP call classification with Alcatel-Lucent OXE, Avaya Communication Manager,
Cisco, and Altitude vBox.
• ISDN call classification with Altitude vBox and Altitude vBox integrated with Skype for Business.
• If properly configured (and depending of the PSTN Network quality), Communication Server 3 could
reach more than 92% of accuracy. If your business case depends of the call classification precision,
Communication Server 3 can do the work.
• Some third-party gateways do not have enough throughput to perform heavy outbound dialing
operations (call per second – CPS). Check with the third-party gateway provider about the maximum
CPS that the gateway can handle.
• Communication Server 3 connects to VoIP network using ISDN PRI trunks.

• ISDN PRI trunks must connect to the same provider or synchronize clocks between providers.
• Communication Server 3 accepts SIP trunks with the following characteristics:
• TCP or UDP trunks
• SIP version 2.0
• With or without authentication
• Trunks compatible with Asterisk 1.2 or 1.4.
• G.711 codec.
• To deliver SIP IVR, you need Communication Server 3 and Automated Agents.
• Do not use Communication Server 3 in CTI IVR configurations.
65
• You cannot use Communication Server 3 to perform call classification with ACME Packet Session
Border Controller.
• You can mix inbound and outbound ports on the same Communication Server 3.
• The Communication Server 3 allows receiving external data from third-party gateways on the SIP
header. The third-party gateway provider must include the data on the field x-altitude-data, and
the data must be encoded with base64 algorithm.
Note: You must not connect Communication Server 3 directly to a SIP PSTN network, due to security
issues. Always use a gateway between the PSTN and the Communication Server 3.
Type Software

Operating system • Windows Server 2012 R2.
Use Communication Server 3 with:
• SIP IVR
• Outbound SIP IVR with call classification
Notes • Nuance connector
• Call classification behind the switch through a SIP trunk
• Call classification connected to an ISDN voice network.
• Call classification connected to a Khomp media gateway.
Outbound SIP IVR with call classification

Use Communication Server 3 in an outbound SIP IVR with call classification configuration as follows:
• Use Dialogic HMP 3.0 software and licenses:
• You must have an HMP Voice license and an HMP RTP G.711 license for each outbound IVR port.
• Dialogic HMP 3.0 requires update 361.
• The SIP trunk between the VoIP gateway and Communication Server 3 must provide:
• Early media
• G.711 codec
Note: Call classification using another codec different than G.711 is not supported. Also, call
classification using other codecs is not effective.
ASR and TTS

If you need to enable ASR capabilities on the voice portal, both for inbound and outbound, you need a
Nuance ASR 10.5 license.
If you need to enable TTS capabilities on the voice portal, both for inbound and outbound, you need a
Nuance Vocalizer 6.5 license.
ASR is currently supported for:
• VXML, that requires Nuance services.
• Altitude Scripting Language (ASL), that requires Altitude services.
66
Call classification behind the telephony switch through a SIP trunk
Communication Server 3 connects to the voice network through a SIP trunk to Alcatel-Lucent OXE or
Avaya Communication Manager.
• Use Dialogic HMP 3.0 software and licenses:
• You must have an HMP Voice license and an HMP RTP G.711 license for each outbound IVR port
(dialing channel).
• Dialogic HMP 3.0 requires update 361.
• Configure the SIP trunk to enable G.711 codec.
Call classification connected to an ISDN voice network

Use one of the following Dialogic cards:
Board Channels Form Factor Connectors
DNI310TEPE2HMP 23 (1T1) or 30 (1E1) PCIexpress RJ-48C
Note:
• Communication Server 3 requires additional cables to interconnect the Dialogic
cards.
• The server must have half-length and full-height PCI express slots.
• Configure the SIP trunk to enable G.711 Codec.
Call classification connected to other media gateways

Communication Server 3 connects to a Khomp media gateway through a SIP and transfers connected
calls to the Altitude vBox using a SIP trunk.
Configure SIP trunks between Altitude vBox and the Khomp media gateway to enable G.711 Codec.
The Communication Server 3 supports the following models of VoIP Gateways, using a SIP trunk
connection:
• Altitude vBox
• Asterisk 1.2 or 1.4 Box
• Avaya Communication Manager
• Audiocodes
• Cisco
• Khomp KMEDIA 800
• TelcoBridges TMG 800
• TelcoBridges TMG 3200 RJ.
Communication Server performing Voice Portal

To perform an Inbound voice portal, you need to deploy Altitude Automated Agents and Communication
Server 3.
67
To perform an Outbound Voice portal, you need call classification, so you must ensure the requirements
on the section Outbound SIP IVR with call classification (page 66).
For both Inbound and Outbound Voice Portal, you have the following guidelines on call transfer:
• For calls transferred to human agents that are logged on the same Altitude uCI Server as the Voice
portal campaign, the call data can be attached by the Outbound Voice Portal to deliver data on the
human agent front end.
• For calls transferred to human agents that are logged on a different Altitude uCI Server:
• The Altitude uCI Server that receives the calls must have Communication Server 3 inbound ports
(IVR) to receive the calls and manage data.
• The call data can be attached by Outbound Voice Portal to deliver data on the human agent front
end.
• The Voice Portal channels will remain connected until the human agent hangs up.
• For calls transferred to a third-party system:

• The third-party system must be ready to receive the expected call volume generated by
Communication Server 3.
• The third-party systems are responsible to receive the calls and manage them.
The human agent Front End must be ready to receive and manage data that receives from the voice
calls.
Automated Agents
Software requirements for servers that run Automated Agents. Automated Agents run IVR and routing
scripts.
Automated Agents include the following components:
• Automated Agents Subsystem
• Automated Agents Monitor.
Type Software

Operating system
Other • Microsoft .NET Framework 4.0 Full.
Digital IVR
Altitude Xperience supports digital IVR using CTI with Avaya and Alcatel-Lucent switches.
Note: The server must have PCI long cards.
To use digital IVR you need Dialogic cards as follows:

• To use ASR or TTS connectors, use full-duplex Dialogic cards with the following specifications:
Board Channels Connectors
D/480JCT-1T1 24 RJ-48C
68
D/600JCT-1E1 30 RJ-48C or BNC
• Otherwise, use full-duplex Dialogic cards with the following specifications:
D/240JCT-1T1 24 RJ-48C
D/480JCT-2T1 48 RJ-48C
Note:
• Dialogic cards and switch cards must have the same:
• Connector.
• Impedance.
• Network protocol (E1 or T1).
• The CTI-based version of Altitude IVR does not support cards in the DM3 series.
• Dialogic System Release 6.0, Service Update 271.
• You cannot share Dialogic cards with other applications.
Altitude Recorder
Altitude Recorder components record voice, store the recordings, and allow supervisors to play back
recordings.
Guidelines to use Altitude Recorder components

Altitude Recorder requires a Recorder Control Server, one or more Storage Servers, and a third-party
database.
The Recorder Control Server is typically installed on the computer running the telephony gateways (either
the Altitude uCI Server or the Remote Gateway Server).
The Storage Server requires a computer with large disks to store audio and video recordings. Optionally,
the computer can have tape storage managed by Microsoft Remote Storage.
The Storage Server requires an ODBC connection to a third-party database management system, usually
the same system used by the Altitude uCI Server.
For a contact center based on Altitude vBox, Altitude vBox records calls and transfers the recordings to
the Storage Server, requiring a large disk to spool the recordings.
For a contact center based on a third-party switch:
• Each agent workstation requires an internal or external Recording Adapter, connected to the third-party
phone and to the sound card of the agent computer.
• Recorder Channels (installed at each agent computer) record calls and transfer the recordings to the
Storage Server.
Supervisor computers run a supported web browser. To play recordings, supervisor computers require
a sound card connected to speakers or headphones.
69
Requirements
Type Software

• Windows Server 2012 R2 for configurations that only record Altitude vBox
Operating system interactions.
One of the following:
Databases • MS SQL Server

• Oracle
• An online database management system in a certified version.

Other • For a remote SQL Server database, the Altitude uCI Server machine
requires SQL Native Client.
Remote Gateway
Use a remote gateway server to run gateways in different computers of the Altitude uCI Server.
You should use a remote gateway to reduce network bandwidth and cross firewalls when the Altitude uCI
Server is on remote site from the telephony switch, email server, or web server.
The remote gateway server must have one of the following operating systems:
Firewall Adapter
Firewall Adapter components enable other Altitude Xperience components to communicate through
firewalls.
The Firewall Adapter server must have one of the following operating systems:
• Windows Server 2008 R2 SP1 .
Guidelines to use Firewall Adapter components

Several Client Proxy services can connect to the same Server Proxy, but each Server Proxy connects to
a single Altitude uCI Server. The same computer can run several Proxies. For example, a Server Proxy
and a Client Proxy.
Firewall Adapter requires surrounding firewalls to allow the following IP communications:
• Each Firewall Adapter Proxy must be able to open TCP/IP connections from a dynamic port to the
configured port of the other proxy, by default, port 1640. In particular, the Client Proxy and the Server
Proxy must be able to reach the IP address of the other proxy.
• A Server Proxy requires arbitrary TCP and UDP communications with the Altitude uCI Server.
• A Client Proxy requires arbitrary TCP and UDP communications with the client components.
The following Altitude Xperience components can connect to the Altitude uCI Server through the Firewall
Adapter:
• Integration Server
70
• Recorder Channel
• Recorder Player
• Recorder Storage Server
• Remote Gateway Server
• uAgent Web
• Customized clients developed with the uAgent Windows API.
Agent phones can be configured as extensions of a telephony switch located in the remote site, with a
telephony gateway running on a Remote Gateway Server.
A campaign may have agents in several remote sites, or a combination of local and remote agents.
As a special case, two Altitude uCI Servers with networked telephony switches can transfer data with
calls using two pairs or Firewall Adapter Proxies.
The connection between the telephony gateway and the Communication Server cannot be tunneled with
the Firewall Adapter.
Workstations
Management Portal workstations

Software requirements for workstations that run Management Portal.
Type Software
• Windows 7 SP1.
• Windows 8.1 Enterprise 64-bits.
• Windows 10.
Note: Windows Server 2012 R2 is not supported.
• Internet Explorer 11 for Windows 8.1 Enterprise 64-bits with compatibility

Browser view turned off and configured to allow pop-up windows.
• Mozilla Firefox, version 35
• Microsoft Silverlight 5 SDK.

Other • (Optional) Microsoft Excel 2007, 2010, 2013, or later for reporting.
uAgent Web workstations

Software requirements for workstations that run uAgent Web.
uAgent Web and Integration Server

uAgent Web configurations include the following components:
• uAgent Web
• Integration Server
• Integration Server SIP phone
71
Type Required
• Windows 7 SP1.
Operating system • Windows 8.1 Enterprise 64-bits.
• Windows 10.
• Internet Explorer 11 for Windows 7 SP1.

• Internet Explorer 11 for Windows 8.1 Enterprise 64-bits.
Browser
• Mozilla Firefox, version 35 or above.
• Google Chrome.
Other --
Note:
• The Integration Server SIP phone integrates custom agent applications that use the Integration
Server API.
• Siebel and SAP connectors cannot use Integration Server SIP phone.
uAgent Windows workstations

Software requirements for workstations that run uAgent Windows.
uAgent Windows with ASL script
Type Required
• Windows 7 SP1.
• Windows 8.1 Enterprise 64-bits.
• Windows 10.
• Citrix and Microsoft Terminal Services environment with the following restrictions:
Operating system • Support is granted based on compatibility info and field experience: QA testing does
not cover this scenario.
• Altitude Software reserves the right of not providing support to issues that are not
reproduced in a regular desktop installation.
• This technology is not compatible with the use of softphones.

Browser
• Mozilla Firefox, version 35.
Other Microsoft .NET Framework 4.0 Full.
uAgent Windows with Quick Script Editor script
Type Required
• Windows 7 SP1.
Operating system • Windows 8.1 Enterprise 64-bits.
• Windows 10.

Browser
• Mozilla Firefox, version 35.
Other Microsoft .NET Framework 4.0 Full.
72
Developer workstations
Software requirements for workstations that run Script Developer. Use Script Developer to write agent,
IVR, routing, and workflow scripts.
Type Software
• Windows Server 2008 R2 SP1

• Windows 7.
• Windows 10.
Operating system
Note: Windows 10 has an anti-ransomware option, Controlled folder access, that
does not allow Script Developer to write files on the disk. Please check with your system
administrator on how to allow Script Developer to write files on the disk.

• To compile scripts, you need to install the Visual C++ component of Microsoft Visual
Other Studio 2013.
Script Developer supports Microsoft Visual Studio 2013
Data network requirements

Requirements for data network. between uAgent and Management Portal, and the servers.
The data network requirements are the following:
• TCP/IP network with IP v4 support.
• Dedicated network segment between the telephony gateway and the telephony switch or CTI
middleware.
Bandwidth requirements
Client Server Bandwidth
uAgent Windows with default script Altitude uCI Server 2 Kbps per agent
uAgent Windows with ASL script Altitude uCI Server Between 2 and 10 Kbps
Management Portal Management Portal Server 250 Kbps per user
Customer Web browsers

Web browsers that allow customers to interact with the contact center.
Browser
Instant messaging client Internet Explorer 8 and above
Firefox 35 and above
Google Chrome 4 and above
Apple Safari 5.x
VoIP calls Internet Explorer 8 and 9
73
Connectors
Alcatel-Lucent OmniPCX Record

Feature Description

Notes • The Alcatel-Lucent OmniPCX Record provides the following functionality:
• Enables agent voice recording on demand via the standard uAgent application
recording buttons.
• Enables supervisor voice recording on demand via the Management Portal Start/Stop
recording agent context menu option.
• Enables the campaign quality assurance Record all Calls option in Management
Portal.
• Enables the agent quality assurance Record all Calls option in Management Portal.
• Enables agent scripts to record calls on demand.
• Does not support playback recording from Management Portal.
Altitude Enterprise Recording

Feature Description
Database • PostgreSQL.
Notes • Screen Recorder must be installed in Windows 8.1 Enterprise.
Microsoft Dynamics CRM

Feature Description

Database • SQL Server 2014
Notes • Use Microsoft Dynamics CRM connector in Windows 7 with Unified Service Desk (USD)
3.2.
Note: USD is mandatory.
• The USD version 3.2 is compatible with Microsoft Dynamics 2013, 2015, and 2016.
Nice Recorder
Feature Description
74
Feature Description
Operating system • Windows Server Operating System
Notes • You can install more than one Nice Recorder connector per server.
Telephony switch • Avaya.
Salesforce
Feature Description

SAP
Feature Description
Operating system • Windows Server 2008 R2 SP1

• Windows Server 2012 R2
Notes • The Integration Server SIP Phone is not compatible with the SAP connector.
• The SAP connector does not use Integration Server.
• The SAP connector does not support:
• Contact list management.

• Preview dialing
• Action items
• Monitoring.
• The SAP connector does not have the following telephony operations:
• Deflect.
• Multi-line operations.
• If the agent performs transfer, extend, and conference using the phone, the call cannot
have data attached.
• The Altitude Xperience connector for SAP implements the ICI specification version 3.0.7
and is compatible with earlier ICI specification versions until 3.0.2.
• The Altitude Xperience connector for SAP can be connected to mySAP.CRM versions
4 through 7 with the web client. Versions 5, 6, and 7 of mySAP.CRM are also described
as versions 2006, 2007, and 2008.
Siebel
Feature Description
Certified version • Oracle Siebel 8.1.
Notes • The Integration Server SIP Phone is not compatible with the Siebel connector.
• The Siebel connector does not use Integration Server.
• The Siebel connector does not support Oracle CRM on demand.
75
Teleopti Workforce Management
Feature Description

Database • MS SQL Server
Notes • The Altitude Xperience connector for Teleopti supports Teleopti CCC version 7.4. Confirm
the Teleopti licensing requirements with the Teleopti integrator.
Verint Recorder
Feature Description
Database • MS SQL Server
Notes • The Connector for Verint Recorder is available only when Altitude Xperience is connected
to an Avaya Communication Manager telephony switch.
• You can install more than one Verint Recorder connector per server.
Verint Workforce Management

Feature Description

Database --
Notes • The Altitude Xperience connectors for Verint WFM and Verint recorder support Verint
Impact 360 version 11.1.
Telephony switches
Configure telephony switches to integrate with Altitude Xperience.
Guidelines to use media components

For a contact center based only on Altitude Xperience components:
• Use Altitude vBox to provide agent extensions on the built-in uAgent softphone.
• Use Communication Server for IVR functionality, for home agents, or for improved predictive calls on
ISDN PRI trunks (requires Dialogic SR/HMP).
• Use Automated Agents (without Dialogic boards) to run routing scripts, IVR scripts, or automated
workflow tasks.
76
For a contact center based on a third-party switch with a supported CTI link:
• Use third-party phones for agent extensions. However, analog phones are limited and therefore not
recommended.
• Use Communication Server for automated IVR agent extensions, for home agents, or for improved
predictive calls on ISDN PRI trunks (requires Dialogic boards).
• Use Automated Agents to run routing scripts, IVR scripts, or automated workflow tasks.
• Consider using Altitude vBox to provide additional agent extensions, using either the built-in uAgent
softphone or a generic SIP phone.
For a contact center based on a third-party switch without a supported CTI link:
• Use Communication Server for agent extensions with CTI, automated IVR agent extensions, and
predictive calls. ISDN PRI trunks on Dialogic boards provide improved machine detection on predictive
calls.
• Use Automated Agents to run IVR scripts.
• Consider using Altitude vBox to provide additional agent extensions, using either the built-in uAgent
softphone or a generic SIP phone.
Automated Agents and Communication Server typically share the same computer.
The number of IVR trunk channels depends on the number of IVR agents and the number of queued
calls. Each IVR agent requires two trunk channels, a trunk channel for the call with the customer and a
second trunk channel to extend the call, transfer the call, and so on. Each call queued at a hunt group
also requires a trunk channel. Calculate the required number of trunk channels as follows:
Trunk channels = (2 x no. of IVR channels) + maximum no. of queued calls
For scalability, telephony gateways can make predictive calls using multiple Communication Servers,
placing calls from the call classifier with fewer calls.
A firewall mediates the communication between customer computers and contact center computers
handling email, instant messages, and SIP trunks.
Altitude vBox
Altitude Xperience VoIP network requirements for using Altitude vBox.
Gateway for Communication Server CTI

Gateway for vBox CTI
SIP
PSTN SIP/ISDN Communication

Server
Recorder
vBox
Softphone
SIP phone
Desktop
Recorder
Figure 4: Altitude vBox infrastructure example.
VoIP network requirements with Altitude vBox are the following:

• Fully switched.
• Bandwidth of 100Mbps.
• Service quality (recommended):
• Layer 2 (CoS or 802.1p).
77
• For remote links between agents workstations and Altitude vBox, use Layer 3 (QoS) with end-to-end
technology .
Connect Altitude vBox to the VoIP network as follows:

• Using ISDN PRI and/or SIP trunks. The Altitude vBox connects to ISDN PRI trunks directly on the
PSTN or behind a telephony switch.
Note: All the ISDN PRI interfaces in an Altitude vBox server must share a single clock server.
You must connect all ISDN PRI interfaces to the same provider or implement a solution to
synchronize clocks among providers.
• Using a SIP connection to the ACME Packet Session Border Controller

Note: You can use both type of connections in the same infrastructure.
The Altitude vBox connects to the voice network using UDP SIP trunks to:
• Altitude vBox;
• Altitude Communication Server (used as Call Classifier);
• Asterisk (either 1.2 or 1.4 releases);
• SkypeConnect trunks. Check http://www.skype.com/intl/en/business/skype-connect/.
• SIP servers and SIP providers with a successful and documented interoperability test with Altitude
vBox.
Attention: The Altitude vBox cannot have public IP addresses exposed to the Internet, in order to
avoid hacking attacks that can cause denial of service or increased Telecom costs.
On the other hand, SIP providers sometimes require their customers to supply public IP addresses
for the customer SIP servers.
In this case, you need to either adequate firewall configuration, a Session Border Controller, or a
third-party SIP proxy between the SIP trunk and the Altitude vBox servers.
Altitude vBox supports proprietary trunks for VoIP calls over the Internet. Altitude vBox proprietary VoIP
trunks are a variant of the IAX protocol and use the same network ports and bandwidth as a standard
IAX trunk.
Customers must deploy appropriate protection mechanisms to expose the VoIP call endpoint to the
Internet. You must keep Altitude vBox in the internal network.
You can use all types of trunks (ISDN PRI, SIP, and VoIP calls) on the same Altitude vBox Media Gateway.
Operational parameters
The network must have the following operational parameters:
• End-to-end one-way latency up to 150ms.
Note: Agent phones may consume part of the latency through jitter buffers.
• Packet loss up to 1%.

• The value of jitter must match the phone configuration. For example, threshold of 10 ms.
• Enough bandwidth to support the target number of agents with the selected codec.
Remote connections
Altitude vBox servers should be in the same LAN, and can have remote connections to the following
components:
• Telephony gateway.
• Recorder storage server.
78
• SIP provider.
• Altitude Communication Server.
Connection to agent extensions

Connect agent phones as follows:
• Directly to Altitude vBox. Agent phones must have direct IP access to the Altitude vBox. Altitude vBox
must have direct IP access to agent phones.
Note: Direct connections between agent phones and Altitude vBox cannot use NAT, and SRTP
or TLS.
• Use an ACME Packet Session Border Controller.
Guidelines
• To reduce WAN bandwidth requirements, deploy the telephony gateway and Altitude vBox in the same
LAN and connect the telephony gateway to the Altitude uCI Server using the WAN.
Phones and softphones

Phones are phone models or softphones certified for Altitude Xperience.
The certified SIP phones for Altitude vBox 5 are the following:
Model Auto-answer G.729 GSM SRTP and TLS
Polycom SoundPoint IP 331 Yes Yes No Yes
Polycom SoundPoint IP 300/301/330 Yes (special

Yes No Yes
(end-of-life) configuration)
Polycom SoundPoint IP 500/501 Yes (special

Yes No Yes
configuration)
Polycom VVX 310 Yes (special

Yes No Yes
configuration)
Snom 710 Yes Yes Yes Yes
Snom 715 Yes Yes Yes Yes
Snom 300 (discontinued, see D305) Yes Yes Yes Yes
Snom 320 (discontinued, see D315) Yes Yes Yes Yes
Snom D305 Yes Yes Yes Yes
Snom D315 Yes Yes Yes Yes
The certified softphones for Altitude vBox 5 are the following:
Model Auto-answer G.729 GSM SRTP and TLS
uAgent SIPphone Yes Yes Yes Yes
Counterpath Bria 3 Yes Yes Yes Yes
Counterpath eyeBeam 1.5 Yes Yes Yes Yes
Counterpath X-Lite 3.0 Yes Yes Yes Yes
Counterpath X-Lite 4.1 Yes Yes Yes Yes
79
Note:
• To use SRTP and TLS connect SIP phones and softphones to Altitude vBox using an ACME
Packet Session Border Controller.
• uAgent Windows and uAgent Web have embedded SIP phones.
• Applications that use Integration Server can use the Integration Server SIP phone.
• In High Availability configurations, use the uAgent Windows and uAgent Web SIP phone to have
automated reaction to system faults.
• X-Lite does not support High Availability configurations.
• Altitude vBox supports the HandyTone HT-286 analog telephone adapter.
• You cannot use HT-286 in predictive dialing. HT-286 does not have auto-answer.
• You cannot use HT-286 with GSM codec.
• When recording, turn off silence suppression.
Supported telephony operations
With uAgent SIPphone or Integration Server SIPphone

The uAgent SIPphone and the Integration Server SIPphone support the following telephony operations:
Telephony operation Operation requested on a

CTI-enabled application
Answer call Yes
Screen Pop Yes
Dial Yes
Extend Yes
Transfer Yes
Blind Transfer Yes
Voice/data transfer Yes
Hold Yes
Retrieve Yes
Conference (max: 3 parties) Yes
Alternate Note 1
Hang-up Yes
Play DTMF Yes
Multi-line related No
Note:
1. The conversation between the original agent and the target of the extend for alternate is not
recorded.
Altitude Xperience supports the ability of agents to be able to request Outbound calls within the automatic
wrap-up period.
With Snom phones

Altitude vBox integrates with Snom phones (on firmware 8.7.3 and above), allowing agents to execute
telephony operations from a CTI-enabled application (such as uAgent), with no need to touch the phone.
80
The following table compares the supported telephony operations, depending on the method used to
execute the operations:
Telephony operation Operation requested on a Manual operation

CTI-enabled application (executed on the phone)
Answer call Yes Yes
Screen Pop Yes Not applicable
Dial Yes Note 2
Extend Yes No
Transfer Yes No
Blind Transfer Yes No
Voice/data transfer Yes Not applicable
Retrieve Yes Yes
Conference (max: 3 parties) Yes No
Hold Yes Yes
Set ready Yes Not applicable
Alternate Yes Yes, note 4
Multi-line related No No
Hang-up Yes Yes
Play DTMF No Yes
Note:
1. The Dial operation launches a call from Altitude vBox to the agent extension. Agents must answer
the call if the agent phone is not set to auto-answer. Once the agent answers the call, Altitude
vBox dials the target party.
2. Altitude Xperience supports manual dials with the Altitude vBox All-In-One architecture and with
Altitude vBox systems with one Core Server. Altitude Xperience does not support manual dials
on Altitude vBox systems with two or more Core Servers.
3. The Extend operation launches a call from Altitude vBox to the agent second line. Agents must
manually answer the call. Once the agent answers the call, Altitude vBox extends the call to the
target party. Agents must Retrieve extended calls manually. The Transfer operation is an Extend
operation followed by a Complete transfer .
recorded.
With other third-party SIP phones

In general, agents can request telephony operations either on the phone or on a CTI-enabled application,
such as uAgent. The following table compares the supported telephony operations, depending on the
method used to execute the operations:

Answer call No Yes
Dial Note 1 Note 2
Extend Note 3 No
81
Transfer Note 3 No
Retrieve No Yes
Hold No Yes
Alternate No Yes, note 4
Hang-up Yes Yes
Play DTMF No Yes
Note:
1. The Dial operation launches a call from Altitude vBox to the agent extension. Agents must answer
the call if the agent phone is not set to auto-answer. Once the agent answers the call, Altitude
vBox dials the target party.
2. Altitude Xperience supports manual dials with the Altitude vBox All-In-One architecture and with
Altitude vBox systems with one Core Server. Altitude Xperience does not support manual dials
on Altitude vBox systems with two or more Core Servers.
manually answer the call. Once the agent answers the call, Altitude vBox extends the call to the
target party. Agents must Retrieve extended calls manually. The Transfer operation is an Extend
operation followed by a Complete transfer .
recorded.
Limited number of business users

Business users (i.e. using phones connected to the Altitude vBox, but not logged in Altitude Xperience)
must be less than 10% of the number of agents.
Listen-in, Whisper-in, Barge-in

Users must enter a specific prefix on the phone to execute these telephony operations.
Alcatel-Lucent OXE
Model and version
Altitude Xperience supports the following Alcatel-Lucent OXE releases:
• 10.1
• 11.0
• 11.1-l1.301-23-j
• 11.2.1
• 12.0
• 12.1.
82
There is the chance of some minor features certified with an Alcatel-Lucent update within an
update (ex. 11.1) may not be available with other updates. If you are dealing with an Alcatel-Lucent
OXE with the same minor release but in another update (ex.: 11.1.xxxxx) please contact Sales
Support in order to assess potential risks.
Alcatel-Lucent OXE TSAPI Server and licenses
Altitude Xperience requires one of the following versions of Alcatel-Lucent OXE TSAPI:
• Alcatel-Lucent OXE TSAPI Premium 7.0.8
• Alcatel-Lucent OXE TSAPI Premium 7.0.9
• Alcatel-Lucent OXE TSAPI 7.1.2
• Alcatel-Lucent OXE TSAPI 7.2.0
• Alcatel-Lucent OXE TSAPI 7.2.1.
The Alcatel-Lucent OXE TSAPI requires the following licenses:
• TSAPI server (includes the first 5 licenses) – 3BA09527AA
• One TSAPI license per agent, virtual extension (used for predictive dialing), or digital IVR
port – 3BA09528AA (pack of 5 additional licenses)
Beyond the first 5 licenses, the TSAPI licenses are sold in packets of '5 additional monitors'.
Buy as many packets as required to complete the total number of TSAPI licenses you need.
Alcatel-Lucent OXE TSAPI Premium 7.0.9 was certified with Alcatel-Lucent OXE 11.1-l1.301-23-j.
If you are dealing with an Alcatel-Lucent OXE with the same minor release but in another update
(ex.: 11.1.xxxxx) please contact Sales Support in order to assess potential risks.
CCD software
The Alcatel-Lucent CCD software is not mandatory to integrate with Altitude Xperience. On the
other hand, the Alcatel-Lucent CCD is required to enable some telephony switch features available
on the phones, such as discrete listening. The Alcatel-Lucent CCD enables delivery of predictive
calls with transfer to pilots, enabling messages on retention queue. In configurations with
Alcatel-Lucent CCD, you will also need:
• One CSTA Monitoring Pilot license - 3BA7AA0951
Intelligent routing with RSI

Commercial restrictions
To propose an Altitude Xperience solution based on RSI, you may need to discuss the opportunity
with Alcatel-Lucent first. Contact Sales Support for details.
RSI licenses
Altitude Xperience requires the following licenses:
• RSI Routing Services Interface Server (includes 5 agents) – 3BA09523AA
• One RSI CC Routing Service Interface license per agent – 3BA09524AA (pack of 5 additional
licenses)
Alcatel-Lucent has the following features:
Wrap-up support
Processing groups respect the wrap-up of inbound calls and predictive calls, but not the wrap-up
of power dial calls.
Restrictions on matching agents with campaigns
Agents log in to one processing group at a time and can become ready and not ready on the
processing group. The Altitude uCI Server can dynamically log in agents to a processing group.
83
An agent may be assigned to multiple campaigns sharing the same processing group. In this
case, the 'set ready' and 'set not ready' operations automatically apply to all campaigns sharing
the same processing group and currently opened by the agent.
Calls delivered to the processing group can be mapped by the Altitude uCI Server to a campaign
that is currently closed by the agent receiving the call. In this case, Altitude Xperience will
automatically open the campaign on behalf of the agent and set the agent ready on the campaign.
The preferred processing group feature is not supported.
Alcatel-Lucent specific features
Altitude Xperience supports the following Alcatel-Lucent features:
• Agent presentation guide
• Supervisor Call
• Withdrawal after logon
• Withdrawal on no answer
• Outgoing call forbidden
• Release Incoming ACD Call Forbidden
• Disconnect request action for fallback scenarios
• Disconnect consulted party from conference
• Support setting an Alcatel-Lucent OXE agent NotReady
• RONA in a single TSAPI request.
uAgent will display the incoming call details. uAgent allows an agent to enter a specific processing
group at login. Altitude Xperience supports full routing on Alcatel-Lucent OXE using RSI Remote
delivery.
It is possible to queue to a campaign with two or more Alcatel-Lucent OXE telephony gateways.
Altitude Xperience also supports:
• Supervised transfer on RSI
• RSI Routing Inbound calls on Voicemail
• Keeping agent desktop state consistency after RSI call pick-up from phone set.
Alcatel-Lucent specific limitations

The following features are not supported:
• Manual wrap-up
• Manual wrap-up in Pause
• Eternal wrap-up
• Pause
• Direct ACD call to agent
• Outgoing ACD call
• Partial withdrawal.
Note: 'CCD Withdrawal of last agent in group unauthorized' and 'CCD Logoff of last agent
in group unauthorized' must both be set to 'No'.
The following operations cannot be executed from the phone, but are available in uAgent:
• Logon
• Logoff
• Transaction code.
Alcatel-Lucent supports the operations hold and retrieve for external calls only.
To extend calls to a pilot, you can use a hardware loopback device that simulates calls coming
from the PSTN; these extended calls lose the data.
84
If you use a Hybrid link the extended calls will not lose data.
SIP IVR
SIP Gateway software license - 3BA09557AA
One per system.
SIP network link software licenses - 3BA09559AA - 1 per SIP port
You need one SIP port per Altitude IVR port. When using full-routing with SIP IVR, you need to
provision additional SIP ports, since calls being transferred to agents temporarily use two SIP
sessions.
CC distribution (Contact Center Distribution) Starter Pack - 3BA09529AA - 1 per system
The Contact Center Distribution Starter Pack may already be licensed for call routing functionality:
in that case, no additional licenses will be required. On the other hand, the Starter Pack includes
5 agent licenses and additional licenses may be required for this call routing purpose.
Predictive dialing via SIP

SIP Gateway software license - 3BA09557AA
One per system.
SIP network link software licenses - 3BA09559AA - 1 per SIP port
To compute the number of SIP ports required, check the sections related to Altitude
Communication Server 3.
PSTN trunks for overdialing
The section Trunk channel sizing (page 94) explains how to compute the required trunk capacity.
Digital IVR (CTI)

PCM2 (E1) or DPT1 (T1) cards - one per E1/T1 interface in the Dialogic card(s)
Part-number: 3EH73007AD.
Using networked call transfers

For networked call transfers between two Alcatel-Lucent OXE telephony switches, the telephony switches
must be connected by ABC links. For networked call transfers to other telephony switches, the telephony
switches must have PRA boards implementing QSIG.


Answer call Yes Yes
Screen Pop Yes No
Dial Yes Yes
Extend Yes Yes
Transfer Yes Yes
Blind Transfer Yes Yes
Voice/data transfer Yes No
85
Retrieve Yes Yes
Conference Yes Yes
Hold Yes Yes
Alternate Yes Yes
Play DTMF Yes Yes
Listen-in Yes Yes
Barge-in Yes Yes
Whisper-in Yes Yes
Permanent supervision Yes Yes
Request Supervision Yes Yes
Call Supervisor Yes Yes
Networked call transfer Note 1 No
Drop last conferenced party Yes Yes
Help request by agent No Yes
Set ready/Not ready Yes Yes
Note:
1. The operation requires specific configuration options in the Alcatel-Lucent
OXE.
Avaya
Model and version
Altitude Xperience supports Avaya S8xxx media servers with Communication Manager 4.0 and
above. SIP IVR is supported only on Communication Manager 5.2 and above.
Application Enablement Services
Application Enablement Services (AES) runs on a separate server, on top of the Linux Red Hat
Enterprise Operating System. The physical server may be supplied by Avaya or by the
end-customer. Altitude Xperience requires the following Application Enablement Services licenses:
• One TSAPI Basic license per agent
• One TSAPI Basic license per Altitude IVR port (for CTI-based IVR only)
• One TSAPI Advanced license for the following campaign configurations
• Switch-based predictive dialing
• Host-based routing
• Power dialing with the Avaya Call Classifier.
The TSAPI Advanced license is not required for predictive dialing with the Altitude Call Classifier.
There are Small, Medium, and Large versions of the TSAPI Advanced license, depending on
the Avaya Media Server with which the license will be used. The following table lists the
recommended and supported CTI middleware releases, for each communication system.
86
Note: The info on the Supported CTI middleware column is based on info provided by
Avaya. Customers may require a minor release upgrade (e.g. AES 4.2.4 is required for
Communication Manager 6).
Communication system SW Recommended CTI middleware Supported CTI middleware
Communication Manager 7.1 AES 7.1 AES 7.1
Communication Manager 5.x, 6.x AES 5.2.2 AES 4.x/5.x/6.x
Communication Manager 4.x AES 3.X AES 3.x/4.x/5.x
Communication Manager 3.x AES 3.X AES 3.x
ACD software
The ACD software is optional for power dial, preview, and predictive with Altitude Call Classifier.
Avaya ACD must be licensed for all agents working in native predictive dialing campaigns.
Altitude Xperience supports only the Skills mode of the Avaya ACD.
The 'full-routing with Altitude IVR (CTI version)' campaign configuration implies that the Avaya
ACD must be licensed also for all Altitude IVR ports.
The Default Routing and full-routing with Queued Routing Points campaign configurations
require the setup of a Coverage Path: an Avaya ACD group with a small number of agents that
receives calls affected by race conditions. For example, an agent receiving a personal call to
the agent extension simultaneously with a campaign call.
In this scenario, you need as many ACD licenses as the number of agents in the ACD group.
Avaya has the following features:
Wrap-up support
With Avaya switch-based routing, skills respect the wrap-up of inbound calls and switch-based
predictive calls, but not the wrap-up of power dial calls. The Altitude uCI Server simulates the
wrap-up of outbound calls by putting the agent in after-call-work (ACW).
With Avaya switch-based routing, agents have one or more skills, but can only become ready
and not ready in all skills.
Avaya specific features
The telephony gateway can pass the not ready reasons to the telephony switch. Call blending
of inbound calls and switch-based predictive calls should be done through different VDNs. ANI
selection on switch-based predictive requires Avaya feature Replace Calling Party Number
with ASAI ANI
Avaya with Altitude Call Classifier (QSIG)

To support Altitude Call Classifier, the Avaya telephony switch requires:
• DS1 boards (one for each E1 interface provided by the Dialogic boards).
• Support for QSIG Path Replacement: check with the Avaya vendor, since this depends on the switch
software release. In some scenarios, the switch will need to be licensed for Additional Networking
Features. In other scenarios, for example, new switches, the telephony switch software must be
upgraded to Communication Manager Enterprise.
Avaya with Altitude Call Classifier (SIP, Communication Server 3)

To support Altitude Call Classifier with Communication Server 3, using SIP, the Avaya telephony switch
requires:
• Avaya Session Manager
87
• SIP trunk licenses: one per SIP channel, as computed in the sections related to Altitude Communication
Server 3.
Avaya with native predictive dialing

The hardware requirements for the Avaya Call Classifier depend on the Avaya media gateways and on
the telephony switch software release:
• Some media gateways require add-on call classification cards, such as the TN744x (with 8 ports per
card);
• Other media gateways have call classification functionality built-in, including the detection of answering
machines;
• Finally, there are media gateways which cannot detect answering machines, at least in older switch
releases (e.g. G700, G350) .
You must check with the Avaya vendor if the telephony switch is compatible with the call classification
requirements of the customer. Pay attention to the following details:
• In Avaya terminology, call classification capabilities may or not include the detection of answering
machines.
• Call classification capabilities may depend on the Avaya media gateway. Thus, the ability to classify
a call may depend on the media gateway used by that call.
• The hardware specification may vary from country to country.
• The call classification capabilities may depend on the Communication Manager software release.
Avaya using power dial with call classification

The hardware requirements for the Avaya Call Classifier depend on the Avaya media gateways and on
the telephony switch software release:
• Some media gateways require add-on call classification cards, such as the TN744x (with 8 ports per
card);
• Other media gateways have call classification functionality built-in, including the detection of answering
machines;
• Finally, there are media gateways which cannot detect answering machines, at least in older switch
releases (e.g. G700, G350) .
You must check with the Avaya vendor if the telephony switch is compatible with the call classification
requirements of the customer. Pay attention to the following details:
• In Avaya terminology, call classification capabilities may or not include the detection of answering
machines.
• Call classification capabilities may depend on the Avaya media gateway. Thus, the ability to classify
a call may depend on the media gateway used by that call.
• The hardware specification may vary from country to country.
• The call classification capabilities may depend on the Communication Manager software release.
Avaya with digital IVR (CTI)

DS1 card(s) - one per E1/T1 interface in the Dialogic cards.
Avaya with SIP IVR

• With Avaya Communication Manager 5.2: Avaya SIP Enablement Services 5.2
• With Avaya Communication Manager 6.x: Avaya Session Manager
• Licenses per SIP port
You need one SIP port per Altitude IVR port. When using "full-routing with SIP IVR", you need to
provision additional SIP ports, since calls being transferred to agents temporarily use two SIP sessions.
88
Avaya with ISDN IVR
To support Altitude ISDN IVR, the Avaya telephony switch requires:
• DS1 boards (one for each E1 interface provided by the Dialogic boards).
• Support for QSIG Path Replacement: check with the Avaya vendor, since this depends on the switch
software release. In some scenarios, the switch will need to be licensed for Additional Networking
Features. In other scenarios (e.g. new switches), the switch software must be upgraded to
Communication Manager Enterprise.
Avaya with analog IVR

Analog IVR is not yet available on Altitude Xperience.

The following CTI operations are supported:

Answer call Yes
Screen Pop Yes
Dial Yes
Extend Yes
Transfer Yes
Blind Transfer Yes
Hold Yes
Retrieve Yes
Conference Yes
Play DTMF Yes
Networked call transfer Note 1
Manual answer Yes
Set agent ready/not ready Yes
Alternate No
Note:
1. May require additional cost items on the telephony
switch.
wrap-up period.
If an operation is not supported by CTI, it will not be supported manually.
89
Cisco
Model and version
Altitude Xperience supports Cisco Unified Communications Manager releases 8.6, 9, 10.5.2,
11.0 and 11.5. Altitude Xperience does not support the Communications Manager Express: the
Express product line is an entry-level product optionally embedded in Cisco AVVID routers.
Windows Domain Controller available (for TAPI)
Altitude Xperience connects to Cisco Unified Communication Manager via the Cisco Telephony
Service Provider (TSP), using third-party TAPI. The use of TAPI technology requires the
computers running the Cisco TSP and the Altitude Xperience telephony gateway to belong to a
Windows Domain Controller.
Unified Contact Center Express (UCCX)
UCCX is optional in an Altitude Xperience environment. Altitude Xperience integrates with Cisco
UCCX 9 and 10.6.1, enabling automatic login of agents in Cisco UCCX from Altitude Xperience,
and CTI control for calls routed by Cisco UCCX. In this configuration, all agents must be licensed
for UCCX, including the ability to login via CTI protocol.
Specific not ready reasons when blending with the ACD (UCCX)
Altitude Xperience automatically sets specific not ready reasons on Cisco UCCX, for agents
handling outbound calls (including wrap-up) or handling multimedia interactions.
Predictive dialing with Call Classifier

Adjust SIP trunk capacity
In this configuration, calls are dialed from the Altitude Communication Server. Only connected
calls are transferred to Cisco agents: you do not need to consider overdialing when sizing SIP
trunk capacity on Cisco UCM.

The following CTI operations are supported:

Answer call Yes
Screen Pop Yes
Dial Yes
Extend Yes
Transfer Yes
Blind Transfer Yes
Hold Yes
Retrieve Yes
Conference Yes
Manual answer No
Alternate No
90
wrap-up period.
If an operation is not supported by CTI, it will not be supported manually.
Skype for Business

You can use Skype for Business as a telephony switch integrated with Altitude vBox.
Model and version

Altitude Xperience supports:
• Skype for Business Server 2015 on premise, and not the online version.
• The Enterprise Edition of Skype for Business. Altitude Xperience does not support the Standard
Edition.
Altitude Xperience integrates with Skype for Business as follows:

• If the integration uses Communication Server for call classification, Altitude vBox connects to
Communication Server and Communication Server connects to the VoIP network.
• Altitude vBox Media Gateway integrated with Skype for Business uses G.711 SIP TCP trunks to
connect with:
• VoIP network.
• Skype for Business Mediation Server.
• Agent phones.
• Skype for Business Plus CALs (Client Access Licenses) enable the Skype for Business voice capabilities
required for integration with Altitude. Plus CALs are supplemental to the Standard CALs.
• The Altitude Skype for Business Agent Monitor must be configured as a Skype for Business trusted
application.
Important: Altitude vBox All-In-One architecture is not supported for integration with Skype for
Business.

In general, agents can request telephony operations either on the phone or on a CTI-enabled application,
such as uAgent. The following table compares the supported telephony operations, depending on the
method used to execute the operations:

Answer call No Yes
Dial Note 1 Note 2
Extend Note 2 No
Transfer Note 2 No
Retrieve No Yes
91
Hold No Yes
Alternate No Yes, note 3
Hang-up Yes Yes
Play DTMF No Yes
Note:
1. The Dial operation launches a call to the agent extension. Agents must answer the call if the agent
phone is not set to auto-answer. Once the agent answers the call, Skype for Business dials the
target party.
manually answer the call. Once the agent answers the call, Skype for Business extends the call
to the target party. Agents must Retrieve extended calls manually. The Transfer operation is an
Extend operation followed by a Complete transfer.
3. Altitude Recorder does not record the conversation between the original agent and the target of
the extend for alternate .
4. Altitude Xperience supports the ability of agents to be able to request outbound calls within the
automatic wrap-up period.
Unify Openscape 4000

Model and version
Altitude Xperience supports Unify Openscape 4000 releases 2 and 5, with a designation like
4xxx. The following products are not supported:
• Unify Realitis
• Hipath 5000
• Hipath 8000.
Required and optional PBX add-ons

Hipath ProCenter is supported, but is not required for interoperability with Altitude Xperience.
CTI licenses
Altitude Xperience connects to Unify Openscape 4000 telephony switches through the CAP CTI
middleware (versions 2 and 3). CAP 3 r10 is required for Unify Openscape 4000 r5.
The CAP comes in 3 editions:
• Entry
• Standard
• Advanced.
Altitude Xperience requires the CAP Standard edition as a minimum. CAP Advanced is required
for inbound with call distribution through the telephony switch ACD.
To compute the number of CAP Standard or Advanced licenses required, add one license per
monitored device as follows:
• One license for each agent
• One license for each analog Automated Agents extension
92
• One license per monitored hunt group
• One license per monitored ACD group.
Note: Altitude Xperience implements digital IVR support for Unify Openscape 4000 with
ISDN IVR. Digital IVR does not require CTI licenses.
Supported campaign configurations

The following campaign configurations are supported:
• Switch-based routing with ACD groups.
• Universal delivery with ACD groups as queued routing points.
• Pre-routing with ACD groups as queued routing points.
• Full routing with ACD groups as queued routing points.
• Analog front-end IVR, with IVR extensions on ACD groups.
• Analog IVR with full routing, with IVR extensions on ACD groups.
• Front-end IVR, using the Altitude Communication Server as an ISDN IVR.I
• IVR with full routing, using the Altitude Communication Server as an ISDN IVR.
• Power dialing.
• IVR power dialing using the Altitude Communication Server as an ISDN IVR.
Unify Openscape 4000 has the following features:
Wrap-up support
ACD groups respect the wrap-up of inbound calls, but not the wrap-up of power dial calls.
Agents are statically assigned to a single ACD group, but can log in at any extension. Agents
can set ready and not ready in the group. Agents cannot work in a different ACD-based campaign
without changing seats or having the extension reassigned at the telephony switch. If an ACD
group delivers calls for several campaigns, agents cannot choose to work only in some campaigns
of the ACD group.
Unify Openscape 4000 specific features
Altitude Xperience supports the following Unify Openscape 4000 features:
• Agents can send DTMF tones in calls to external numbers.
• The QSIG digital connection supports the additional network feature path replacement
(ANF-PR).
Unify Openscape 4000 specific limitations

Unify Openscape 4000 has the following limitations:
• Hold is available only for digital extensions.
• RONA is not supported on ACD groups configured as queued routing points.
ISDN IVR
PBX add-ons
Unify Openscape 4000 needs 1 DIU-N2 card per E1 interface in the Dialogic cards, and must
be configured to activate QSIG Path Replacement service
Using networked call transfers

For PBX add-ons for Networked Call Transfer, contact Sales Support.
93

Answer call Yes Yes
Screen Pop Yes No
Dial Yes Yes
Extend Yes Yes
Transfer Yes Yes
Blind Transfer Yes Yes
Voice/data transfer Yes No
Retrieve Yes Yes
Conference Yes Yes
Hold Note 1 Note 1
Networked call transfer Yes No
Set ready/Not ready No Yes
Note:
1. Supported only for digital extensions.
2. The operation requires specific configuration options in the Alcatel-Lucent
OXE.
Trunk channel sizing

Calculate the number of trunks required to handle simultaneous calls.
To calculate the required number of trunks, proceed as follows:
1. Calculate the number of trunk channels required for predictive dialing.
2. Count 1 trunk channel per power dialing or preview agent.
3. Calculate the number of trunk channels required for inbound using a calculator. For example,
http://www.erlang.com/calculator/erlb/.
4. Add 1 trunk channel per IVR port.
5. Add trunk channels for transferred or conference calls.
Note: A transferred call uses 2 trunk channels until the parties disconnect the call.
Trunk channel sizing for predictive dialing

To calculate the required number of trunks, proceed as follows:
1. Estimate the average call duration of connected calls.
2. Estimate the connect ratio:
number_of_calls_connected/total_number_of_dial_attempts
3. Find the trunks/agent ratio in the table.
94
Connect ratio 10% 15% 20% 25% 30% 35% 40%
40 5.7 4.1 3.3 2.7 2.4 2.1 1.9

Average call
duration in 60 4.9 3.6 2.9 2.5 2.2 1.9 1.7
seconds
80 4.2 3.1 2.5 2.2 1.9 1.8 1.7
4. Calculate number_of_agents x trunks/agent_ratio.
Configuration of specific features

Altitude Xperience features that are available in some configurations and are either limited or not available
in other configurations. Review this section to check if the features that you are planning to use are
available in the configuration you are designing.
Predictive dialing
• Agent phones must support auto-answer
• Each agent working in a predictive dial campaign must work exclusively for that campaign
• Configuration restrictions when blending predictive with other activities
• Opt-out on Safe Harbor Message
• Telephony outcome remapping
Configuration restrictions when blending predictive with other activities

The range of priorities of the predictive priority class cannot overlap with other priority classes.You cannot
use skill profiles in blended campaigns.
Opt-out on Safe Harbor Message

US legislation requires dialers to provide an opt-out mechanism to called persons, when playing a Safe
Harbor Message on a nuisance call.
Altitude Xperience provides 'Opt-out on Safe Harbor Message' when dialing with the Altitude Communication
Server as Call Classifier, when using Altitude vBox native predictive dialing (this is valid also for integration
with Skype for Business) and when using virtual predictive dialing with distribution to a RSI with an
Alcatel-Lucent OXE.
Telephony outcome remapping

Altitude Xperience enables users to change the default mapping from voice network cause codes to
Altitude XperienceI telephony outcomes, when dialing with the Altitude Communication Server as Call
Classifier and with Altitude vBox native predictive dialing (this is valid also for integration with Skype for
Business).
Altitude Xperience also enables users to change the default mapping from TSAPI telephony outcomes
to Altitude Xperience telephony outcomes, with Avaya native predictive dialing.
Outbound IVR
Outbound IVR is supported on power dial mode only. With the Alcatel-Lucent OXE only, Digital IVR (CTI)
supports outbound IVR without call classification.
Analog IVR is not available on Altitude Xperience.
ISDN IVR supports outbound IVR with call classification. With Altitude Communication Server 2, SIP IVR
supports outbound IVR, but without call classification.
95
With Altitude Communication Server 3, SIP IVR also supports outbound IVR with weighted call distribution
among trunks. Also, Altitude Communication Server 3 SIP IVR supports outbound IVR with call
classification.
Outbound IVR must be tested and tuned by the Professional Services team on each project.
Call classification
Support for call classification depends on the campaign configuration:
• The native call classification in Altitude vBox cannot detect faxes (this is valid also for integration with
Skype for Business).
• Avaya call classification (used in native predictive dialing) is not Ofcom compliant, and does not allow
leaving messages on answering machines.
• Alcatel-Lucent call classification is not Ofcom compliant, and does not allow leaving messages on
answering machines.
Support for call classification depends on the campaign configuration.
Call classification must be tuned by the Professional Services team on each project.
Power dial
This feature is available with:
• Avaya telephony switches using the same type of VDNs as the used for native predictive dialing.
• Altitude vBox and the Altitude Call Classifier.
Predictive dialing
• Predictive dialing with the Communication Server connected to Cisco using SIP does not support call
classification.
• Predictive dialing with the Communication Server using ISDN supports call classification, and
distinguishes faxes and other devices. This campaign configuration is supported with the Altitude vBox
(including for integration with Skype for Business), Avaya, and Cisco.
Predictive dialing using the Communication Server allows Ofcom compliance, and is able to detect the
end of the greeting in answering machines to play Safe Harbor Messages 'after the beep'.
Predictive dialing using the Communication Server is not available when using the ACME Packet SBC
as a replacement of the Altitude vBox Media Gateways.
Preview dialing
Agent wrap-up is not respected when doing multiple dial attempts in the same session. This limitation will
disappear in the near future.
Routing with queued routing points

Altitude vBox, Alcatel-Lucent OXE, Avaya, and Skype for Business allow routing with queued routing
points.
Pre-routing, default routing, and full routing
This feature is available both with Altitude vBox, Alcatel-Lucent OXE, Avaya, and Skype for Business.
Avaya
Calls are parked in a VDN while routing.
Alcatel-Lucent OXE
• Calls are parked in an RSI while routing.
• You can divert calls from an Altitude SIP IVR to a RSI.
• You can also transfer calls from a RSI to an Altitude SIP IVR.
96
Altitude vBox/Skype for Business
You cannot transfer calls from the IVR to a queued routing point.
Hang up on alerting (used for network routing) is not available.
Altitude vBox
For an Altitude vBox distributed architecture, these configurations may require additional Altitude
vBox Core servers, and/or cause the Altitude vBox to block incoming calls during peak hours.
The feature hang up on alerting (used for network routing) requires routing with Queued Routing
Points.
Interactive routing
When the routing script collects customer input (DTMF digits), the campaign configuration is called
'Interactive routing with queued routing points'. The configuration is available only with Altitude vBox/Skype
for Business and Alcatel-Lucent OXE, and has the following limitations, when compared to 'IVR full routing
using the Altitude Communication Server as a SIP IVR':
• Not designed to handle dynamic prompts.
• Not designed to handle menus with more than one level.
• Not capable of buffering digits - callers cannot type ahead.
• Not designed to handle complex input.
• Not designed to provide comprehensive reporting.
• Not able to integrate ASR or TTS technologies.
'Interactive routing with queued routing points' is a special case of 'full-routing with queued routing points'.
Virtual call center

Virtual call center is available on Altitude Xperience with Avaya and Altitude vBox.
Virtual call center provides the following features:
• Multi-switch inbound campaigns, with a single virtual queue;
• Voice and data transfer across telephony switches.
To support a virtual call center with Avaya and Altitude vBox, the telephony switch configuration must
allow:
• The dial of an agent extension directly from anywhere within the virtual call center;
• Delivery of calls across telephony switches with full identification of the calling party.
Email, SMS, and Fax gateways

Use email gateways to allow emails, SMS, and fax.
Email server
Altitude Xperience supports POP3, IMAP, and SMTP protocols. Optionally, Altitude Xperience supports
SMTP authentication: Altitude Xperience uses "AUTH LOGIN" authentication with Microsoft Exchange
and "AUTH PLAIN" with other email servers.
Each email gateway can retrieve email from multiple POP3 or IMAP mailboxes, and can send email
through a single SMTP server.
Email client
Email clients compliant with Multipurpose Internet Mail Extensions (MIME) , as stated in RFC: 2045, 2046,
2047, 2048, 2049.
97
LDAP directory server
Altitude Xperience integrates with Microsoft Exchange in the role of LDAP directory servers. Altitude
Xperience uses LDAP directory servers for "dial by name" and "email address auto complete" features.
Altitude Xperience also exposes LDAP directories through APIs to simplify development.
98
PCI DSS and Altitude Xperience
The PCI DSS imposes a set of requirements on the companies that deal with cardholder data or sensitive
authentication.
Most of the requirements depend on the procedures that the companies use to deal with cardholder data.
For each of the PCI DSS requirements, the document explains:
• If the requirement relates to Altitude Xperience.
• How Altitude Xperience supports the requirement.
Most Altitude Xperience installations do not deal with cardholder data or sensitive authentication, but
Altitude Xperience can store, process, and transmit any type of customer data, including cardholder data
or sensitive authentication data.
Altitude Xperience components

The following Altitude Xperience components can handle customer data:

Altitude Enterprise Recording stores the recordings of agent interactions with customers. The
recordings can contain customer data.
Altitude Recorder
Altitude Recorder stores the recordings of agent interactions with customers. The recordings
can contain customer data.
Xperience Proactive
When the agent is handling an interaction with a customer, the the agent can request information
from the customer, and enter the information in Xperience Proactive. Supervisors can browse
the customer information stored in an Altitude uCI Server database, and upload customer
information to an Altitude uCI Server database. Xperience Proactive can do the following:
• Store the input of the customer in an Altitude uCI Server database
• Retrieve data from an Altitude uCI Server database
• Send and receive data attached in the CTI links to the telephony switch, by an Altitude uCI
Server.
Automated Agents
In IVR and routing scripts, the customer can input data using DTMF or speech. Automated
Agents can do the following:
• Store the input of the customer in the Altitude uCI Server database
• Send the input of the customer to third-party applications
• Retrieve data from the Altitude uCI Server database
• Retrieve data from third-party applications
• Send and receive data attached in the CTI links to the telephony switch, by the Altitude uCI
Server.
Connectors
Altitude Xperience connectors provide integration with third-party applications. The third-party
applications can record agent interactions and store customer data.
CTI link
When transferring a telephony interaction, the CTI link can contain customer data attached to
the telephony interaction.
99
Email server
Transports email messages between customers and the contact center agents. Email messages
can contain customer data.
Instant messaging
The instant messaging client transports messages between customers and the contact center
agents. Instant messages can contain customer data.
uAgent
When the agent is handling an interaction with a customer, the the agent can request information
from the customer, and enter the information in uAgent. uAgent can do the following:
• Store the input of the customer in the Altitude uCI Server database
• Send the input of the customer to third-party applications
• Retrieve data from the Altitude uCI Server database
• Retrieve data from third-party applications.
uCILoader
The uCILoader command line tool can upload customer information to the Altitude uCI Server
database.
Management Portal
Management Portal allows supervisors and system administrators to browse the customer
information stored in the Altitude uCI Server database. Management Portal allows uploading of
customer information to the Altitude uCI Server database.
Build and maintain a secure network and systems

Requirements regarding network and firewalls.
Requirement 1: Install and maintain a firewall configuration to protect cardholder data

All systems must be protected from unauthorized access from untrusted networks, entering the system
via the Internet, employee Internet access through desktop browsers, employee e-mail access, or other
sources.
Altitude Xperience allows the usage of communication protocols among the various applications of Altitude
Xperience that are "firewall-friendly".
The Altitude Xperience applications communicate via TCP/IP proprietary protocols, which may be carried
over VPNs and IPSec.
Altitude uCI Server

The Altitude uCI Server handles all accesses to the Altitude uCI Server database. The central database
access complies with the rule of placing the database in the internal network, segregated from the DMZ.
Firewall Adapter
The deployment of the Firewall Adapter allows the use of a single pair of TCP/IP ports in all communications
between the Altitude Xperience components residing in different LANs and tolerating NAT. System
administrators can manage the configuration of firewalls according to the guidelines of the PCI DSS.
Xperience Proactive, uAgent, and Management Portal

uAgent is available in Web and Windows versions.
100
uAgent Web and Management Portal are Web applications that use SOAP, HTTP, and SSL (in HTTPS)
protocols.
Xperience Proactive is a Web application that uses WebSocket Security (WSS) and HTTPS.
Requirement 2: Do not use vendor-supplied defaults for system passwords and other
security parameters
Malicious individuals often use vendor default passwords and other vendor default settings to compromise
systems.
Altitude Xperience components ask for system passwords in the application setups.
Note: The Altitude Communication Server and Altitude vBox setups use default passwords. You
should change the default passwords after the first access to the components.
Non-console administrative access is possible in the following applications:

• Altitude Communication Server
• Altitude vBox
• Management Portal
• Xperience Proactive.
The applications communicate with the Altitude uCI Server through a TCP/IP proprietary protocol. You
can use a VPN and HTTPS to establish the communication, and use any of the encryption technologies
available for generic TCP/IP communications.
Altitude Xperience has no known incompatibilities with hardening standards. Companies that deploy
Altitude Xperience must develop the configuration standards in line with the requirements of the PCI DSS,
and Altitude Software will provide technical support for any eventual issue found in the process.
RabbitMQ
Attention: When the Altitude uCI Server connects to the RabbitMQ Server, the password used is
passed in clear format. Currently, the SSL option cannot be activated in Windows.
Protect cardholder data

Requirements regarding protection of sensitive customer data.
Requirement 3: Protect stored cardholder data

Protection methods such as encryption, truncation, masking, and hashing are critical components of
cardholder data protection.
Companies using Altitude Xperience can select one of the following strategies to comply with this
requirement:
• Do not store cardholder data in the Altitude uCI Server database. A third-party database provides all
data that the agent requires or enters in agent scripts.
• Store data in the Altitude uCI Server database in project-specific database tables, complying with the
data protection requirements by specific customization on the agent application, and database
maintenance procedures.
• Store data in the Altitude uCI Server database in the following business data schemas:
• Activity attributes
• Activity outcomes
• Campaign attributes.
101
Altitude Enterprise Recording can store call recordings that contain cardholder data.
Altitude Enterprise Recording stores all data and recordings in an encrypted format. Encryption prevents
unauthorized access or alteration to files by rendering files inaccessible and/or unintelligible.
Altitude Enterprise Recording systems automatically encrypt all recordings as they are captured and
stored to the recording server. Recordings and data are only available using the Altitude Enterprise
Recording interface to users with appropriate permissions to allow playback of sensitive calls.
PCI compliance is accomplished by enabling triggers in the application to pause and resume recording
while sensitive information is exchanged.
Altitude Enterprise Recording call recording servers can be configured to allow automatic pause and
resume based on events that occur on agent computers.
For example, the agent opening an application used for credit card transactions signals the recorder to
pause recording of the agent screen and call until the window application has been closed.
PCI compliance is ensured without any direct interaction from the agent or supervisor on every call without
exception.
Digital Signatures validate all recordings stored on the Altitude Enterprise Recording server. Recordings
remain unaltered and are 100% authentic. Digital signatures are based on a message digest which is a
cryptographically strong one-way hash function. It is computationally infeasible for an attacker to devise
a substitute message that would produce an identical message digest.
Altitude uCI Server

The Altitude uCI Server handles all accesses to the Altitude uCI Server database. For companies that
select to store cardholder data in the Altitude uCI Server database, this implements the custom data
retention and disposal policies requested by the PCI DSS.
Altitude Recorder
Altitude Recorder stores call recordings in the Storage Server using standard operating system APIs. To
encrypt recordings, companies must activate data encryption in the operating system.
Attention: Altitude Recorder does not remove sensitive customer data from recordings. To comply
with the requirement, the script must do the following:
1. Stop the interaction recording before the agent handles sensitive customer data.
2. Restart the interaction recording after the agent handles sensitive customer data, if needed.
Automated Agents
If customers provide sensitive data by IVR, agents can transfer the call to an IVR to retrieve the sensitive
data. The IVR can later transfer the call back to the agent with the retrieved data.
Altitude Recorder cannot record the IVR component of the conversation. Other recorders are able to filter
DTMF input from the recorded files, eliminating from the recording any sensitive data entered as DTMF
input.
Note: To provide feedback to the agent on the customer progress through the IVR script, please
contact Professional Services.
Connectors
The log files of the Altitude Xperience connectors do not encrypt the data. Log files can contain sensitive
data.
102
Script Developer
You can use the Script Developer to create generic agent scripts and applications, and the agent scripts
and applications have to comply with the specifications of the PCI DSS. For example, the developer of
the agent script must encrypt sensitive customer data before storing the sensitive customer data in the
Altitude uCI Server database.
uCILoader
The sensitive customer data in uCILoader files should also be encrypted. Altitude Xperience does not
encrypt the data, because it is not possible to know which data is sensitive to the customer.
Requirement 4: Encrypt transmission of cardholder data across open, public networks

Sensitive information must be encrypted during transmission over networks that are easily accessed by
malicious individuals.
Xperience Proactive
Xperience Proactive uses WSS and HTTPS to handle the connections between the web application and
the servers.
Connectors
The connections from the connectors to the third-party applications use TCP and HTTP. Some connectors
can be configured to use HTTPS.
If the connection to the third-party applications crosses an open network, the connection must be supported
by HTTPS, a VPN, or an IPSEC link.
The connector for Microsoft Dynamics CRM uses a Microsoft API to connect with Microsoft Dynamics
CRM.
uAgent and Automated Agents

You can configure agent applications to use SSL in connections to the Altitude uCI Server.
If agents enter or retrieve cardholder data using uAgent or Automated Agents, and the connection to the
Altitude uCI Server crosses an open network, the connection must be supported by HTTPS, a VPN, or
an IPSEC link.
Management Portal
If the data is stored in the Altitude uCI Server database business data schemas, the connection between
the Altitude uCI Server and Management Portal must also be supported by a VPN or IPSEC link.
103
Maintain a Vulnerability Management Program
Requirements regarding protection of systems against malware and virus.
Requirement 5: Protect all systems against malware and regularly update anti-virus
software or programs
Malicious software, including viruses, worms, and Trojans, enters the network during many activities
including employee e-mail and use of the Internet, mobile computers, and storage devices, resulting in
the exploitation of system vulnerabilities.
When deploying the anti-virus software, companies must exclude from the anti-virus file scanning process
the directories used by Altitude Xperience to store log files, and must allow the TCP/IP traffic among the
Altitude Xperience applications.
Requirement 6: Develop and maintain secure systems and applications

All systems must have all appropriate software patches to protect against the exploitation and compromise
of cardholder data by malicious individuals and malicious software.
Altitude Software follows strict version control procedures, releasing product corrections and version
upgrades to customers in well identified software packages, available for all customers.
Companies deploying Altitude Xperience must implement the practices described in the PCI DSS. For
example, in what regards the change control procedures and the management of separate development,
testing, and production environments.
Altitude Xperience helps in the management of separate environments, by allowing an import of technical
configurations, not related to customer data, across the different environments.
Web applications
The following applications should not be considered web applications in the context of the PCI DSS, as
the applications are for exclusive use of internal employees and not by general web users:
• Altitude vBox Administration
• Communication Server Administration
• uAgent Web
• Management Portal.
To settle any potential ambiguities related to the interpretation of the applicability of the standard to the
applications, Altitude Software recommends that the connections between the web applications and the
Altitude uCI Server must be in the same LAN or use a VPN.
104
Implement Strong Access Control Measures
Requirements regarding access control to applications and permissions.
Requirement 7: Restrict access to cardholder data by business need to know

To ensure critical data can only be accessed by authorized personnel, systems and processes must be
in place to limit access based on need to know and according to job responsibilities.
Script Developer
The developer of the agent script or application must ensure the agent will only see the information specific
to the customer of the current interaction.
uAgent
If agents enter or retrieve cardholder data using uAgent, the cardholder data is available to the agent
while the agent handles the interaction with the customer.
Management Portal
Any cardholder data stored in the Altitude Xperience business data schemas should be encrypted, and
not readable to Management Portal users.
Requirement 8: Identify and authenticate access to system components

Assigning a unique identification to each person with access ensures that each individual is uniquely
accountable for their actions. When such accountability is in place, actions taken on critical data and
systems are performed by, and can be traced to, known and authorized users and processes.
Companies complying with the PCI DSS will typically use several applications. Each application can have
different password management mechanisms and policies.
Altitude Software recommends that the implementation and enforcement of password management
policies should be done at the Operating System level.
Script Developer
The developer of the agent script or application must create the relevant logging mechanisms for any
access to cardholder or sensitive authentication data, associating the Operating System user name
credentials to access the cardholder or sensitive authentication data.
Note: To comply with PCI DSS, the developer of the agent script or application must ignore the
credentials used to login in Altitude Xperience.
Requirement 9: Restrict physical access to cardholder data

Any physical access to data or systems that house cardholder data provides the opportunity for individuals
to access devices or data and to remove systems or hard copies, and should be appropriately restricted.
The requirement is not related to Altitude Xperience.
105
Regularly Monitor and Test Networks
Requirements regarding network monitoring.
Requirement 10: Track and monitor all access to network resources and cardholder
data
Logging mechanisms and the ability to track user activities are critical in preventing, detecting, or minimizing
the impact of a data compromise.
The auditing information that Altitude Xperience generates is directly stored in the Altitude uCI Server
database. Companies can use third-party standard mechanisms to comply with the backup and securing
requirements related to Altitude Xperience logging data.

Altitude Enterprise Recording incorporates extensive security by providing a digital audit trail that displays
all user activity within the system. The digital audit trail provides detailed information related to which calls
were accessed or exported across the entire system.
Script Developer
The developer of the agent script or application is responsible for tracking and monitoring of access to
cardholder data.
Management Portal
The Altitude uCI Server logs all accesses from Management Portal, and the most relevant system
configuration actions performed by users with administrative privileges.
Note: Access from Management Portal to the Altitude uCI Server does not grant access to any
cardholder data, except for encrypted data, in specific usage scenarios. Even though Management
Portal auditing capabilities do not fully comply with the requirements in the current section, this should
not constitute a breach of the standard. The Management Portal auditing capabilities do not include
auditing of the access to audit logs.
Requirement 11: Regularly test security systems and processes

Vulnerabilities are being discovered continually by malicious individuals and researchers, and being
introduced by new software.
This requirement should be handled generically for all systems, and has no specific guidelines concerning
Altitude Xperience.
Maintain an Information Security Policy

Requirements regarding security policies.
Requirement 12: Maintain a policy that addresses information security for all personnel
A strong security policy sets the security tone for the whole entity and informs personnel what is expected
of them.
The requirement is not related to Altitude Xperience.
106
Altitude Xperience limit guidelines
Guidelines on the number and size of Altitude Xperience entities.
Note: Configuring a higher number of entities can affect the contact center performance. Please
contact Customer Care for more information.
Agent limit guidelines

Guidelines on the maximum number of agent related configurations.
Guideline Maximum Maximum size
Agent default script configuration Limited by the maximum 2 MB

number of campaigns
Agent scripts Limited by the maximum 10 MB

number of campaigns
No. of campaigns assigned to an agent directly and in teams 15
No. of created agents 5000
No. of open cursors per agent session 5
No. of open cursors per logged agent 20
No. of sessions per logged agent 10
No. of simultaneously logged agents 1000
No. of skills assigned to an agent 20
Campaign limit guidelines

Guidelines on the maximum number of campaign related configurations.
General
Guideline Maximum
No. of agents directly assigned to a campaign 500
No. of business segments per campaign 10
No. of campaign commands 10
No. of campaign relative priority mappings Limited by the number of media types
No. of campaigns assigned to a team Limited by the number of campaigns
No. of campaigns open simultaneously 300
No. of categories in a campaign 10
No. of contact lists per campaign 100
No. of directories in campaign 5
No. of DNISs per campaign 20
107
Guideline Maximum
No. of failure rules per campaign 5
No. of monitored devices per campaign 10
No. of quick text articles per campaign 100
No. of skill profiles per campaign Limited by the number of skill profiles
No. of teams assigned to a campaign Limited by the number of teams
No. of telephony gateways per campaign 10
Script
Agent default script configuration Maximum number of campaigns 2 MB
Agent scripts Maximum number of campaigns 10 MB
IVR scripts Maximum number of campaigns 10 MB
Routing scripts Maximum number of campaigns 10 MB
Email
Guideline Maximum
No. of inbound email addresses per campaign 10
No. of inbound email filters per campaign 10
No. of outbound email addresses per campaign 10
No. of attributes per email filter 10
No. of strings per email filter 10
Schedule
Guideline Maximum
No. of scheduled operational profiles per campaign 10
No. of schedules per campaign (open/close) 10
No. of schedules per campaign command 10
No. of schedules per scheduled campaign operational profile 10
No. of phones per dial rule schedule Limited by the number of phones
No. of schedules per business segment 10
No. of schedules per command 10
No. of schedules per contact list 10
No. of schedules per dial rule 10
No. of schedules per scheduled report 10
No. of schedules per scheduled work 10
No. of schedules per strategy center cell 10
108
Contact center limit guidelines
Guidelines on the maximum number of contact center related configurations.
General
Guideline Maximum
No. of business cubes per contact center 50
No. of business panels per contact center 100
No. of categories per contact center 200
No. of commands per contact center 10
No. of cube roll-outs per contact center Limited by the number of dimensions
and cubes
No. of day types per contact center 20
No. of dial rules per contact center 20
No. of directories per contact center 300
No. of explorable report templates per contact center 10
No. of extra process per contact center 10
No. of floor plans per contact center 10
No. of global do not call lists per contact center 10
No. of media types per contact center 10
No. of non explorable report templates per contact center 200
No. of not ready reasons per contact center 32
No. of Alcatel-Lucent OXE Synchro Server dashboards per contact center 10000
No. of private do not call lists per contact center 300
No. of gateway process traces per contact center Limited by the number of gateways.
No. of recorder types per contact center 4
No. of roles per contact center 10
No. of scheduled reports per contact center 300
No. of report template data sources per report template 10
No. of services per contact center 300
No. of sites per contact center 20
No. of skill profiles per contact center 100
No. of skills per contact center 50
No. of skills in a skill profile 10
No. of spooled reports per contact center Limited by the number of LPTS
processes.
No. of system event profiles per contact center 10
No. of teams per contact center 70
No. of timezones per contact center 6
109
Guideline Maximum
No. of workflow definitions per contact center 40
No. of workflow task definitions per workflow definition 20
No. of logged supervisors per contact center 1 for every 15 agents
No. of predictive optimization worker remote nodes 2
KPIs
Guideline Maximum
No. of KPIs without events and logging per contact center 100
No. of KPIs with events and logging per contact center 12
Additionally, for each service, you can use:

• 100 KPIs without events and logging.
• 12 KPIs with events and logging.
Note: If you define a KPI in the contact center with a path that contains a campaign, a service, or a
workflow definition, the KPI counts a KPI created in the service.
Altitude Xperience processes
Guideline Minimum
No. of DOCMs per contact center 4
No. of LPTSs per contact center 4
No. of SAMs per contact center 4
No. of SQLs per contact center 4
No. of SSs per contact center 2
No. of TMANs per contact center 4
Interaction
Guideline Maximum size
Maximum size of stored chat transcripts per contact center 5 MB
Maximum size of stored emails per contact center 25 MB
Server
Guideline Maximum
No. of additional data server nodes 10
No. of backup servers 5
Virtual Contact Center
Guideline Maximum
No. of items in an entity group of the virtual contact center 5
No. of entity groups of the virtual contact center per entity type The same limit as the entity
110
Guideline Maximum
No. of virtual contact center remote nodes 5
Document limit guidelines

Guidelines on the maximum number of document related configurations.
General
uAgent Windows layout 2MB
uSupervisor layout Maximum number of roles 2MB

x2
Workflow scripts Maximum number of 20MB

workflow definitions
Articles 1000 2MB
Email templates 1000 2MB
Quick text templates 1000 2MB
Softphone configuration file 10 2MB
User-defined documents Unlimited 2MB
Excel report template Maximum number of report 10MB

templates
uAgent Web layout Maximum number of 2MB

campaigns
No. of notes per versioned document 10
No. of versions per versioned document 20
No. of versions per workflow definition 10
Files
Guideline Maximum size
Exported files from spooled reports 50MB
.dat import file Unlimited
.dat export file Unlimited
.typ import file 2MB
.typ export file 2MB
.bad export file Unlimited
111
Floor plan limit guidelines
Guidelines on the maximum number of floor plan related configurations.
General
No. of workstations per floor plan 100
Background images Max(max floor plans, max Home 2 MB

Pages)
Gateways limit guidelines

Guidelines on the maximum number of gateway related configurations.
General
Guideline Maximum
No. of telephony gateways per contact center 10
No. of email gateways per contact center 10
No. of remote telephony gateway access rules per telephony gateway Limited by the number of telephony
gateways
No. of access lines per telephony gateway 20
No. of access rule profiles per telephony gateway 10
No. of call classifiers per telephony gateway 10
No. of media types per email gateway Limited by the number of media types
No. of switch devices per telephony gateway 100
No. of inbound call generators per PBX simulator 10
No. of simulated DNISs per PBX simulator 20
Access line
Guideline Maximum
No. of access rules per access rule profile 10
No. of foreign national destination code rules per access line 20
No. of same national destination code rules per access line 20
112
Service limit guidelines
Guidelines on the maximum number of service related configurations.
General
Guideline Maximum
No. of business counters per service 24
No. of business cubes per service 7
No. of email gateways per service 10
No. of LDAP attributes per service 10
No. of LDAP servers per service 4
No. of Macro Segments per Service Group 10
KPIs
Guideline Maximum
No. of KPIs without events and logging per service 100
No. of KPIs with events and logging per service 12
No. of parameters per KPI 5
Activity outcomes
Guideline Maximum
No. of activity outcome rows per script session at end script 4
No. of columns in an activity outcome row 100
Table schema
Guideline Maximum
No. of enumeration types per table schema 100
No. of table fields per table schema 900
No. of table schema enumeration values per enumeration type 100
Team limit guidelines

Guidelines on the maximum number of team related configurations.
General
Guideline Maximum
No. of agents assigned to a team 100
113
Management Portal limit guidelines
Guidelines on the maximum number of Management Portal related configurations.
General
Guideline Maximum
No. of favorites per supervisor 20
No. of user-defined filters per supervisor and panel 10
Number of simultaneous browser windows per user 3
No. of role permission entries per entity 10
No. of role permissions per entity type Limited by

permissions per entity
No. of business monitors in a business panel 4
No. of system event profile qualifiers per system event profile 10
No. of system event profile types per system event profile 10
Home pages
Guideline Maximum
No. of controls per home page 10
No. of home pages in a role 5
No. of home pages per supervisor 10
114
Altitude Xperience Ports
Default ports for the Altitude Xperience components.
Core cluster ports
Application Port TCP/UDP Access Observations

type
1500 TCP/UDP The Altitude uCI Server processes can use

dynamic ports to communicate with client
applications.
Altitude uCI Server 1443 TCP/UDP
8181 TCP Web services.
5672 TCP Rabbit MQ.
Firewall Adapter 1640 TCP
License Manager 1770 TCP
Remote Gateway 1740 TCP Remote gateway process (gw_proxy) runs in

Server the Altitude uCI Server machine.
Telephony cluster ports

type
5038 TCP AMI Altitude vBox telephony gateway.
80 TCP HTTP Altitude vBox management.
Altitude vBox 443 TCP HTTPS Altitude vBox management.
5060 TCP/UDP SIP Default SIP port.
10000-30000 UDP Base port RTP data.
Avaya Telephony 450 TCP TSLIB Telephony gateway running on a server.

Gateway Connection for TSAPI Server Avaya using
TSLIB.ini.
Routing cluster ports

type
1832 TCP aaRPC Used by Altitude Automated Agents Monitor

Automated Agents to connect to Automated Agents Subsystem.
1832 UDP aaBCAST Broadcast service.
115
type
8080 TCP HTTP HTTP server for the Web Manager.
8081 TCP HTTPS HTTPS server for the Web Manager.
9054 TCP CSTA

Communication 5060 TCP/UDP SIP Default SIP port.
Server
6000-? TCP/UDP RTP Base port RTP data 2 per each SIP trunk
channel.
20000-? UDP Base port RTP data 2 per each SIP trunk
channel on ACSv3.
Operational cluster ports

type
80 TCP HTTP
Integration Server
443 TCP HTTPS
80 TCP HTTP
uAgent Web
443 TCP HTTPS
Management Portal 80 TCP HTTP
443 TCP HTTPS
Recording and monitoring ports

type
7080 TCP HTTP
7443 TCP HTTPS
2099 TCP jnp service.
9093 TCP mbean server.

Altitude Health
Monitor 9432 TCP Built-in database.
2144 TCP
9000 TCP Health Monitor Reflector port.
90... TCP Health Monitor Reflector port for extra

reflectors.
21583 TCP Connection between gateways and Connector

AVR link.
Connector for
Recording 28890 TCP HTTP WebService to attach data.
28891 TCP HTTP WebService to Management Portal play files.
116
type
5550 TCP Telephony gateway service.
5551 TCP Channel service.
5552 TCP Monitor service.

Recorder
5553 TCP Storage server service.
5554 TCP Channel file service.
5555 TCP Player file transfer service.
117
Copyright
©Copyright 2019 Altitude Software, S.A.
All Rights Reserved
This document contains information related to Altitude Xperience software and all corresponding
Documentation. No part of this documentation may be reproduced, distributed, or transmitted in any form
or by any means, including copying, recording or other electronic or mechanical methods, without the
prior written permission of Altitude Software, S.A, obtainable from:
Altitude Software
Rua Frederico George, nº 37 A
Alto da Faia
1600-468 Lisboa, Portugal
118
Index
A Connectors 74, 99, 101, 103
csta-acs-1.0 33
ACD software 87 CTI licenses 92
Adjust SIP trunk capacity 90 CTI link 99
ag_info 33 Customer data 101
Agent desktop application 14
Agent script 105–106
alarm_thread 33
D
Alcatel-Lucent OmniPCX Record 74 Data network requirements 73
Alcatel-Lucent OXE 82, 85, 96 dbmon 28
Alcatel-Lucent OXE TSAPI Server and licenses 83 DBMS 7
Alcatel-Lucent specific features 84 Default routing 96
Alcatel-Lucent specific limitations 84 Developer edition 62
Altitude Communication Server 101 Dialogic board 9
Altitude Enterprise Recording 74, 99, 101, 106 Dialogic HMP 9
Altitude Recorder 69, 99, 101 Dialogic SR 9
Altitude Switch Simulator 9 Digium board 9
Altitude uCI Server 7, 60–61, 100–101 dls 29
Altitude uCI Server Manager 7 docm 29
Altitude uCI Server processes 26 DPT1 (T1) cards 85
Altitude vBox 8, 12, 77, 80, 97, 101 dserver 28
Altitude vBox Administration 10
Altitude Xperience 99
am 27 E
ami-s4b-vbox-1.0 33
easy_init 28
ami-vbox-5 33
easy_log 30
Anti-virus 104
eba 30
Application Enablement Services 86
Email 97
as_manager 29
Email gateway 9
as_mgr_ctrlr 29
Email server 100
ASL Runner 36–37
emgw 30
ASL Runner Web Service 36
Encryption 101
ASR/TTS 9
Authentication 105
Automated Agents 8, 68, 99 F
Automated Agents Monitor 10
Avaya 86, 89, 96 Fax 97
Avaya specific features 87 fbgw 30
Firewall 100
Firewall Adapter 70, 100
B Firewall Adapter Manager 12
Firewall Adapter Proxy 12
boot 28
fm 30
Browser 37
fr 30
Full routing 96
C
CAL 62 G
Call classification 96
gbc 30
CC distribution Starter Pack 85
Guidelines 58
CCD software 83
Cisco 90
Commercial restrictions 83 H
Communication Server 2 64 Hardware requirements 58
Communication Server 3 65
Communication Server Web Manager 10 I
Configuration application 14
Configuration of specific features 95 imhttp 30
119
Instant messaging 73, 100 R
Instant messaging gateway 9
Integration Server 35, 37, 63 rabbitmq 28
Interactive routing 97 Recorder Channel 12
Recorder Control Server 11
Recorder Database Manager 12
L Recorder Monitor 12
LDAP 97 Recorder Storage Server 11
License Manager 7, 60 Recording Adapter 12, 14
License Server 7, 60 Remote Gateway 70
lm 31 Remote Gateway Manager 7
lmc 28 Remote Gateway Server 7
Load Balancer 11 reportgw 31
Log 106 Required and optional PBX add-ons 92
lpts 31 Restrictions on matching agents with campaigns 83, 87,
93
rfs 31
M rip 31
router 29
Malware 104
RSI licenses 83
Management Portal 7, 11, 63, 71, 100–101, 103–106
Runner Win 36
Microsoft Dynamics CRM 74
Model and version 82, 86, 90–92
mqs 28 S
Salesforce 75
N sam 31
SAP 75
Named user plus 62
sched 32
Network 100, 106
scoring_manager 33
Nice Recorder 74
scoring_thr 33
Script Developer 73, 101
O Security policy 106
Server components 58
Outbound IVR 95 Service 14
Services 14
P Siebel 75
Silence Calibrator 12
Password 105 SIP Gateway software license 85
pbx 28 SIP network link software licenses 85
PBX add-ons 93 SIP to Altitude vBox 10
PCI DSS 99 SIP to Asterisk 10
PCM2 (E1) cards 85 SIP to Communication Server 10
pdial 31 Skype for Business 91, 97
pdial worker 31 sm 32
Per core 62 SMS 97
Phone 8, 14 SMTP Server 9
Phone models 79 Softphones 79
Physical access 105 Software requirements 58
pmon 31 sp 32
POP3 Server 9 Specific not ready reasons when blending with the ACD
Power dial 96 (UCCX) 90
Pre-routing 96 sql 32
Predictive dialing 95–96 ss 32
Preview dialing 96 Supported campaign configurations 93
Process Manager Service 36 sws 32
Processor 62
PSTN or third-party switch 10 T
PSTN trunks for overdialing 85
tapi-ciscocm-2 33
Q Teleopti Workforce Management 76
Telephony gateway for Altitude vBox 8
Queued routing point 96 Telephony gateway for Communication Server 9
Telephony gateway for third-party switch 9
120
Telephony switches 76 Updates 104
Test security systems 106
thr 34
tman 29
V
Trunk 94 Verint Recorder 76
tsapi-alc-oxe-7.0 33 Verint Workforce Management 76
tsapi-avaya-definity-aes-3.1 33 Virtual call center 97
tsapi-avaya-definity-aes-3.1-extra 33 VMware 58
tsrv 32 Voice board 14
twittergw 32 VoIP calls 73
U W
uAgent 100, 103, 105 WCF Runner Process 36
uAgent Softphone 8, 14 Web browser 11, 14
uAgent Web 11, 35, 63, 71, 104 Web browsers 73
uAgent WIN components 37 wfm 32
uAgent Windows 11, 13, 72 Windows Domain Controller available (for TAPI) 90
uciloader 101 Workstations 71–73
uCILoader 100 Wrap-up support 83, 87, 93
Unified Contact Center Express (UCCX) 90 wss 33
Unify 94
Unify Openscape 92
Unify Openscape 4000 specific features 93 X
Unify Openscape 4000 specific limitations 93
Xperience Proactive 99–101, 103
121
.
4 1 2 98 00
n e : + 351 21 98 90
Ph o 1 412
3 5 1 2 .com
Fax:+ fo@altitude
in
Email:

System Architecture

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

System Architecture

Uploaded by

Copyright:

Available Formats

System Architecture

Published: 2019-02-27 - Last revised: 2016-05 - Product version: 8.5.1000

What you should know

How to use this manual

Altitude uCI Server

Remote Gateway Server

Altitude uCI Server Manager

Remote Gateway Manager

Telephony gateway for Altitude vBox

Telephony gateway for third-party switch

Altitude Switch Simulator

Instant messaging gateway

Altitude vBox Administration

Communication Server Web Manager

Automated Agents Monitor

Trunks and media resources

PSTN or third-party switch

SIP to Communication Server

PSTN or third-party switch

SIP to Altitude vBox

Recorder Control Server

Recorder Storage Server

Use the following components to configure and monitor Altitude Recorder:

Recorder Database Manager

Firewall Adapter Proxy

Firewall Adapter Manager

Icons for graphical applications

Agent desktop application

Icons for services

Icons for hardware

2 Desktop 3 Web browser

4 Altitude uCI Server 5 DBMS 6 Remote Gateway 7 Media

Media scenario with Altitude Xperience components

3 Core components 4 Communication Server

5 POP3 6 Altitude vBox

Media scenario with a CTI link to a third-party telephony switch

3 Core components 4 Communication Server

Media scenario with a third-party telephony switch without a CTI link

3 Core components 4 Communication Server

uAgent Windows workstation scenario

2 uAgent Windows 3 Web browser

4 Core components 5 Media components

2 Web browser 3 Web browser

4 Core components 5 uAgent Web 6 Media components

Recorder scenario with Altitude vBox

4 Core components 5 DBMS

6 Recorder Storage Server 7 Altitude vBox

Recorder scenario with Recording Adapters

4 Core components 5 DBMS

6 Recorder Storage Server 7 Switch

Complete contact center with Altitude vBox and Communication Server

5 Altitude uCI Server 7 SQL Server 10 Recorder Storage

Contact center with Alcatel-Lucent

8. The Alcatel-Lucent OXE handles agent calls.

4 Altitude uCI Server 5 SQL Server 7 Communication Server

Remote site with Altitude Xperience components

Media scenario with Speech Server

Speech API & TTS API /

Altitude uCI Server processes

Altitude uCI License Automated uAgent uAgent Integration Script Mgmt

Core Failure Recovery Infrastucture Auxiliary Interface

Multithread Database Multiprocess Multiprocess&Multithread

Figure 1: Altitude uCI Server processes.