Architecture and Components

AC

Agent Controller

• The AC monitors the agent activities and status and provides this information to the Agent Monitor (AM)​

AM

Agent Manager / Monitor

• The AM is a central component of the TM server and is responsible to assign the service calls correctly and efficiently to the free agents​
• The AM knows which Team Members are active in a specific team​
• Receives information about agent status from Agent Control (AC)​
• Receives direct call information from SMD (SIP Message Dispatcher)​

CI

Calendar Integrator

• Receives and integrates opening hours from Outlook-/Exchange calendar​
• Provides information to the Interactive Conversation Handler (ICH)​

CIC

Customer Interface Connector

• The CIC component synchronizes the service settings of the TeamManager with the Lync Server, and updates the captured teams and team members with the AD information​
• Sends powershell commands to SfB to creates, alter and delete service endpoints​

CR

Conversation Recording

• Records voice messages and sends them per e-mail to the mailbox defined for the respective team service ​

CWS

Configuration WebService

• Provisioning Interface that can be used to provision team / user information from am external source.​
• Communicates directly with the Persistance Service (PS).​

FE

FeCore & FrontEnd​

• FeCore: Backend Application​
• FrontEnd: Web Interface running on IIS providing the web GUI.​

ICH

Interactive Conversation Handler

• The ICH manages communication endpoints and is the interface between Lync / SfB and TM​
• He will answer calls and processes them according to the specified workflows. If a workflow element f.e. is not enabled (“xxxx:Enabeld” = True) the ICH will skip this element​
• To successfully transfer a call to an agent, the ICH asks the Agent Monitor (AM) for free agents​

PS

Persistance Service ​

• Acts as intermediate between all TM components and the SQL server (has a connection to all components)​
• Stores and distributes the actual configuration to all components​
• Writes all data (including reporting data) into the DB  ​

SMD

SIP Message Dispatcher

• The SMD component  runs on the Lync/SfB Front-End server and distributes all TM relevant SIP-messages to AM.​
• The SMD is responsible for detecting team member related Lync / SfB actions and for the busy on busy feature.​