On-Premise Callback software components

The On-Premise Callback software system is made up of structural components and user components.

Structural Components

The following components are the main parts of the On-Premise Callback software system. You may also require other components, depending on your configuration.

  • Queue Manager – primary On-Premise Callbacksoftware component that receives route requests from the PBX/ACD via the middleware, processes call statistics/information, and, in return, sends route responses that help control where calls are routed. Queue Manager also communicates with routing engines—for example, to Cisco ICM via an application gateway, or to Genesys URS via T-Server. All other On-Premise Callback software depends on Queue Manager.
  • IVR – controls the IVR ports for the Interactive Voice Response portion of the software. Default Voice Prompts are usually installed along with this application. If a third-party IVR is going to be used, such as Genesys Voice Platform (GVP), the Outbound IVR is normally installed instead of the IVR. The Outbound IVR initiates callbacks and coordinates outbound communications with the third-party IVR. If installing for Cisco Voice Platform (CVP), the IVR component is needed, and not the Outbound IVR. Currently, Callback callflows exist for AVP, CVP and GVP.
  • Operation Mode Server – a console application that controls operation mode changes that are made through Configuration, including Scheduled Operation Modes and Holiday Schedules.
  • Notification Server - responsible for monitoring and receiving different health updates about components in the solution set. It is also responsible for sending out email notifications during failure and failover scenarios.
  • Core Monitor - monitors the core On-Premise Callbacksoftware components (Queue Manager, OpMode Server, Provider, Real-Time Adapter and Report Writer) on its Core Instance and controls the start, shutdown and restart of all components.
  • Peripheral Monitor - monitors GlobalCall IVR and restarts it in case of failure. It also monitors Queue Manager and stops GlobalCall IVR as soon as it detects Queue Manager failing over. It then overwrites the IP address in the registry with that of the new instance, and then restarts those components.
  • Report Writer – an console application that pulls the information out of the files in the archive database directory and inserts the information into the VHT_RPT database.
  • Web Services – portions of the software that process and pass information among EyeQueue, QueueManager, and the databases via Web connections. These include ACDConfigWS, SysConfigWS, GlobalConfigWS, QMWS and QWatchWS. Additional Web services such as Platform Toolkit may be installed if the proper licensure is acquired from On-Premise Callbacksoftware technology.
  • QWatch Client – a console application that runs locally on the Management Instance (IIS); it takes the current real-time data from Queue Manager and writes it to a text file for QWatchWS to use.
  • Databases – store configuration and historical information regarding the On-Premise Callback software, the ACD, and call information. These databases are installed SQL databases, and include: VHT_Config and VHT_RPT.
  • Provider – a console application that runs locally on the Queue Manager server, and is a go-between from Queue Manager to the main Web service, VHQMWS.
  • Real-Time Adapter - an application that works with Queue Manager to acquire real time data from specific platforms.

User Components

The following components interact with the structural components of On-Premise Callbacksoftware:

  • Launchpad – the web-based entry point to access the Dashboards, EyeQueue, Configuration Management, Licensing, and System Management modules.

  • Dashboards – provides real-time monitoring of call information by Queues, Line Status and Snapshot.

  • (Version 8.9-8.10) VHT EyeQueue – allows users to control the Callback software. EyeQueue uses the Web services to pass the information to Queue Manager.

  • (Version 8.11 or later) Configuration - allows users to control the software. Configuration replaces the legacy VHT EyeQueue application, and uses the Web services to pass the information to Queue Manager.

  • Configuration Management – used to add and configure business queues and segments dynamically, without the need to restart Queue Manager.

  • Licensing - provides real-time monitoring of inbound and outbound voice licenses.

  • System Management – provides real-time monitoring of the status of the various structural software components. It also allows action to be taken based on that information. An example of an action would be changing which Core Instance is acting as primary, also known as "failing over."

  • On-Premise Callback Configuration Wizard – a wizard that can be accessed from the desktop or the Start menu of Queue Manager server, and is used to add and configure business queues and segments.