Interaction Media Server™
Increase the performance of your SIP-based CIC system
Move audio recording and processing to a dedicated Interaction Media Server for the Interactive Intelligence Customer Interaction Center® (CIC), and watch performance increase considerably for your SIP-based CIC system. The Interaction Media Server solution is available for versions 3.0 and 2.4 of the CIC software.
Built for reliability, the Interaction Media Server quickly and seamlessly installs to a CIC server for SIP media/SIP proxy capability. It even introduces your organization to ION™, the next-generation technology from Interactive Intelligence.
Scale to 5,000 agents/users… or more
For growing organizations, a single Interaction Media Server appliance can scale a software-only CIC 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 CIC servers to scale even higher.
Media Server features
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, compression and encryption.*
- 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 for play and input operations including: playing of prompts (.ivp), WAV files, TTS, tones, DTMF digits (RFC 2833).
- 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
*Requires specific Media Server Version and/or Service Update.
Interaction SIP Proxy and Interaction Media Server package
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
Key benefits
- 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
- Improved scalability compared to HMP software or third-party hardware
- Robust support for audio interactions, such as call recording and voicemail playback
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