Voice over IP (VoIP) Infrastructure of
CosmoCall Universe Contact Center Platform

The CosmoCall Universe VoIP Connection Server (VCS) enables CosmoCall Universe call centers to connect directly into next-generation VoIP Networks (NGNs). Enterprises can avoid the complexities and costs of configuring telephone connections to the premise, or on premise—instead they can have all their contacts delivered over a single IP connection from the local service provider. And for service providers, the VCS makes it even easier to host call center services that drive additional traffic through the network, and take advantage of the NGN infrastructure investment already made. CosmoCall Universe agents receive calls as VoIP using only one gateway port per call. VoIP gateways—in the network or, if preferred, at the premise—convert telephone calls into VoIP sessions for delivery to a CosmoCall Universe agent, mediated by the VCS.

The CosmoCall Universe VoIP Connection Server (VCS) provides voice call functions including call control, IVR, and voice message recording. The VCS sets up inbound telephone calls originating on the PSTN as well as calls initiated directly from a caller on an IP network. The VCS also handles outbound calls, taking advantage of existing network gateway points of presence, and reducing telephony costs by keeping calls on the IP network as long as possible, hopping off the IP network at the gateway closest to the call endpoint.

The VCS is important for service providers because it takes advantage of their existing NGN architecture, and makes CosmoCall Universe even more hostable. Enterprises also benefit from the VCS, because they can reduce their telephone costs by moving most of their inbound and outbound calls to lower cost IP network alternatives.

VCS for Enterprise Applications

• Simplify installation and maintenance
• Reduce telephone costs

VCS for Service Providers

• Enable profitable IVR/voice portal and call center hosting
• Leverage existing VoIP gateway and network investment
• Drive VoIP network traffic and revenues
• Bundle call center service and network access
• Provide inbound VoIP with only one gateway port needed per call
• Locate servers easily in your data center with other, all software, non-circuit switched equipment
• Location appropriate—gateways in traditional CO and servers in data centers

NGN Connectivity

• Interoperable with all standard VoIP gateways
• Supports H.323 and SIP Protocols
• Supports G.711, G.723.1 and G.729 Codecs

Call Control and Routing

• Least cost inbound and outbound routing
• Call restriction (e.g., block certain numbers, exchanges, international calls)
• Centralized point for incoming call data collection for routing and queuing
• Attended and unattended call transfer to anywhere in the network, or any external phone number
• Agent-to-agent dialing in IP network for agents in any location
• Agent-to-agent transfer across any locations, including screen pop

IVR/IVVR

• Announcements and prompts
• External database queries and response
• Collection of digits and strings of keyed-in information
• Routing based on ANI and DNIS digit collection
• Voice message routing and recording
• Rapid application development with CosmoDesigner
• Completely software—no DSPs to integrate or inventory
• Multi-tenancy for hosted IVR, IVVR and Voice Portals
• XML-based for secure data sharing across locations and applications

System Reporting, Management and Performance

• Web-based administration
• High capacity—scales by addition of servers
• Centralized reporting statistics for all agents and centers, anywhere.