Interaction Media Server by Interactive Intelligence

Increase the Performance of Your SIP-Based Customer Interaction Center System

SIP Media and SIP Proxy capability for the Interactive Intelligence Customer Interaction Center® (CIC)

World-class solution for VoIP media processing... and more. The Interaction Media Server comes as a core component of the SIP-based CIC architecture, providing more than simple audio processing, but also scalability and reliability for any combination of CIC servers across your LAN or WAN.

  • Perform audio operations with a dedicated, reliable and scalable media server foundation, deployed as a central or distributed architecture
  • Scale the software-only CIC server to 5,000 ACD agents and 15,000 business users; or use multiple Interaction Media Server/ SIP Proxy appliances in conjunction with one or more CIC servers to scale your CIC solution even higher
  • Leverage the CIC/Interaction Media Server software-only approach for various kinds of audio operations, with plenty of power for large-scale deployments
  • When used with Interaction Dialer®, gain the advantage of an enhanced, software-based Call Progress Analysis engine:
    • Statistical pattern-matching method – a huge improvement over traditional, hardware-based algorithms used by others
    • Improved accuracy and control
    • Robust speech noise classification – background noise detection, which helps gain better accuracy for live person vs. answering machine detection
    • Flexible deployment – use the Interaction Media Server with supported SIP gateways or SIP carriers; Interaction Media Server is one of few media server solutions that can perform call analysis when SIP carrier lines are in use, giving you call analysis on a otal SIP network, with no TDM side hardware necessary
  • Keep costs low, yet support a broad range of VoIP applications on the CIC server for features such as IVR, IP PBX functions, IP contact center functions, etc.

Key Interaction Media Server Features

  • Performs call recording and compression
  • Performs true speech recording and compression
  • Supports supervisory monitoring by routing audio stream through the Media Server, not the CIC Server
  • Supports remote dynamic audio
  • Records in G.711, GSM, or L16 format
  • Performs G.711 to G.729 transcoding
  • Performs transcrypting between SRTP and RTP
  • Supports Quality of Service (QoS)
  • Supports playback of recorded music during ACDWait and Hold states
  • Installs quickly and seamlessly to the CIC system
  • Easily registers against one or more CIC Servers via an intuitive web administration interface
  • Supports remote site recording, which decreases WAN traffic
  • Supports multiple independent supervisory records on the same call
  • Supports NxM configuration
  • Uses the next-generation IONTM technology from Interactive Intelligence

Medium-packaged solution components

  • Up to 175* concurrent sessions per server
  • Profile: 1U rack mount ATX form factor
  • 1 Intel® Pentium D Dual Core 2.66 GHz processor
  • 1 GB RAM • 2 x 250 GB SATA hard drives (one Raid-1 pair)
  • DVD/CD-ROM drive • Dual 10/100/1000 NIC
  • Microsoft® Windows® 2003 Telecom server
  • Tool-less slide rail kit

Interaction SIP Proxy
Interaction SIP Proxy is a full-featured SIP proxy specializing in load-balancing and business continuity management, and is pre-installed as part of the packaged Interaction Media Server and SIP Proxy solution. The SIP Proxy requires proper licensing for activation.

  • Compliant with the latest specification of the SIP standard (RFC 3261) and supporting all SIP methods and status codes
  • Built-in web server for easy configuration and remote access from any browser
  • Unlimited number of routing entries using a powerful yet intuitive regular expression pattern matcher
  • Unlimited number of destination entries
  • Fault tolerant routing; if a monitored server is not available the SIP Proxy will use the next available route
  • Load balancing for SIP messages using a round-robin, random or prioritized distribution