Contact Centre CT Server

Chelston's new Contact Centre CT Server Architecture incorporates XML interfaces to enable external applications to control and set-up Chelston's CallHandler CT Servers. This means that users can treat the CallHandler CT Server as a component that can be controlled by their application. This is similar, but far superior, to how an application might work with a PBX. Chelston's CallHandler can be a direct replacement for a PBX by offering benefits such as:
     • Better control by external applications through Information-rich control interface
     • Remote, Central Control and setup
     • Can issue sophisticated control command sets using XML
     • Can have standard Named XML variables
     • Configure & Control Multiple CallHandler Machines
     • Cross Platform control and command
Multiple Transmission Mechanisms. E.g. TCP/IP File Drop, http:etc.

XML-Based CT Server Architecture

The diagram above shows how multiple CallHandler CT Servers are configured and controlled by external applications, such as IVR, Third party Contact Centre Applications.
CallHandler CT Servers:
Each CallHandler CT Server has the following resources
     • XML Interface: This is the CallHandler control and configuration interface
     • Service Manager: Used to Start/Stop Service Unload/Load Services/Applications
     • Resource Manger: Used to Allocate/deAllocate Resources to Services/Applications
     • Generic Service(s): Used to prototype, make calls, play message etc.
     • Contact Centre Application(s): used to control the CallHandler CT in a Contact Centre environment
Central Server:
The Central Server is a separate PC that runs the XML Central Control Interface. This is resident on a fault tolerant server, and can also be mirrored so that it is not a single point of failure.
External Applications:
The External Applications run on stand-alone machines. They communicate with the CallHandler CT Servers via the Central Server.

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