Interaction Media Server™
Move audio recording and processing to a dedicated Interaction Media Server for the Customer Interaction Center® (CIC) or Vonexus Enterprise Interaction Center™ (Vonexus EIC), and watch performance increase considerably for your SIP-based “IC” system. The Interaction Media Server solution is available for versions 3.0 and 2.4 of CIC and Vonexus EIC software.
Along with reliability, the Interaction Media Server is built to quickly and seamlessly install to a CIC or Vonexus EIC server for SIP media/SIP proxy capability. It even introduces your organization to ION™, the next-generation technology from Interactive Intelligence.
For growing organizations, a single Interaction Media Server appliance can scale a software-only IC server from 250 agents/users to more than 5,000 agents/users. Or install multiple Media Servers in an NxM configuration with one or more IC servers to scale even higher.
Developed entirely by Interactive Intelligence, the Interaction Media Server is designed for audio recording and processing that’s complete and intelligent at the same time.
- Perform call recording and compression
- Perform true speech recording and compression*
- Support supervisory monitoring by routing audio stream through the Media Server, not the IC Server
- Support remote dynamic audio
- Record in G.711, GSM, or L16 format
- Perform G.711 to G.729 transcoding
- Perform transcrypting between SRTP and RTP*
- Support Quality of Service (QoS)
- Support the playback of recorded music during ACDWait and Hold states (SU 13 or greater)
- Easily register against one or more IC Servers via an intuitive Web administration interface
- Support remote site recording, which decreases WAN traffic
- Support multiple independent supervisory records on the same call
- Support NxM configuration
*Media Server version 3.0 only
Get a full-featured SIP proxy for load-balancing and business continuity management, pre-installed as part of the packaged Interaction Media Server and SIP Proxy solution. Simply license the Interaction SIP Proxy for activation and it provides everything a SIP proxy should.
- Compliance with the latest specification of the SIP standard RFC 3261, plus full support for all SIP methods and status codes
- A built-in web server for easy configuration and remote access from anywhere
- An unlimited number of routing entries using a powerful, intuitive regular expression pattern matcher
- An unlimited number of destination entries
- Fault tolerant routing, including using the next available route if a monitored server is not available
- Load balancing for SIP messages using round-robin, random or prioritized distribution
- Reduce costs up to 40% compared to using HMP software or third-party hardware for audio processing
- Take a “single-vendor” IC solution approach to SIP media/SIP proxy capability, no third-party products required