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1 GSN Cloud Contact Centre Availability and DR Datasheet © Global Speech Networks – Commercial in
Confidence
GSN Cloud Contact Centre Availability and DR Datasheet
Commercial in Confidence
Reference: GSN Cloud Contact Centre
Availability and DR Datasheet
Version: 1.1
Global Speech Networks Pty Ltd
Level 8, 636 St Kilda Road
Melbourne, Victoria 3004
+61 3 9015 2555 | www.gsn.com.au
2 GSN Cloud Contact Centre Availability and DR Datasheet © Global Speech Networks – Commercial in
Confidence
Legal Notice
The content of this document is proprietary information, and is the intellectual
property of Global Speech Networks Pty Ltd (GSN), and must not be used in any
manner without the prior approval of GSN.
The GSN name and Trademark logo must not be removed from this document
without the prior written permission of GSN. Should permission be granted, then it is
mandatory that GSN must still be acknowledged as the author.
This document is strictly Commercial in Confidence and must not be made
available in any format to any organisation, group or individual, other than those
identified in the covering letter.
© Global Speech Networks 2015
Document Identification
Document name or identification GSN Cloud Contact Centre Availability and DR Datasheet
Version number 1.1
Copy number Universal – All hardcopies are uncontrolled
Release Authority Max Lipovetsky
Release Name Final
Date of issue
Change History
The Release Authority approves this document for release. The approval process is
traceable to an actual signature or email. A version number is applied to the initial
release issue of this document and to each released change thereafter. The
version number of this document is incremented with each change and the entire
document is reissued as tabulated below.
The Release Names are, sequentially: Draft, Release, Approved, Revised.
Version Action Amendment Issue Date Modified by (Name)
1.0 Initial Release 25/01/2015 Max Lipovetsky
1.1 1st Revision 24/02/2015 Steve Duke
Amendment procedure
All recipients of copies of this document must receive amendments when released.
3 GSN Cloud Contact Centre Availability and DR Datasheet © Global Speech Networks – Commercial in
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Table of Contents
1. Introduction 4
2. Availability Risk Assessment 6
2.1 Customer Site 6
2.2 Network Edge Layer 6
2.3 GSN Physical Environment 7
2.4 GSN Infrastructure Layer 8
2.5 Carrier Layer 9
2.6 Application Layer 9
3. Disaster Recovery 10
3.1 Overview 10
3.2 Impact to Real Time Systems in a Disaster 10
3.3 Impact to Non Real Time Systems in a Disaster 11
4. High Availability 12
4.1 Overview 12
4.2 Impact to Real Time Systems 12
4.3 Impact to Non Real Time Systems 12
4.4 Impact of Bring Your Own Trunks 13
5. High Availability Instant 14
5.1 Overview 14
5.2 Impact to Real Time Systems 14
5.3 Impact to Non Real Time Systems 14
5.4 Impact of Bring Your Own Trunks 15
6. High Availability Instant Plus Zero Loss 15
6.1 Impact to Non Real Time Systems 15
6.2 Impact of Bring Your Own Trunks 16
7. Alternate DR Mitigation Approaches 16
7.1 Emergency Messaging 16
7.2 GSN Mobile Connect for Voice 16
7.3 Intelligent Network Overflow 17
7.4 GSN Internet Connect for Non Voice Interactions 17
7.5 GSN Group Voicemail 17
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1. Introduction
The purpose of this document is to provide clients (and potential clients) with a
high level perspective of the approach, framework practices and systems that
GSN has developed for establishing and maintaining the levels of solution
availability required for delivery of Cloud Contact Centre (‘CCC’) services.
This document has been prepared specifically for use by:
Domain / Enterprise Architects
Security Specialists
System Integrators
IP Networks Design & Build specialists
This document assumes the reader has reasonable familiarity with concepts in
Telephony, Computer Telephony Integration and Voice over IP.
GSN have developed four distinct availability approaches that incorporate best
practice designs for the provision of enterprise cloud services, whilst recognising
that the balance between cost, availability and functionality is not the same for all
customers. Although GSN has capability to support availability approaches other
than those listed, these four approaches incorporate the most common and
generally the most effective approaches.
The following availability types are offered:
Availability
Type
Description Real-Time
Return to
Operation
Drill
Frequency
1. High
Availability
Instant + Zero
Loss
Dual PoP – Active / Active mirrored
In the instance that a customer link fails or
a GSN PoP becomes unavailable, failover
occurs within a time period where
already-in-progress real-time agent &
customer interactions are able to
continue.
Non-real time systems experience near zero
data loss with call recording and historic
data replicated geographically in (or near)
real time.
< 10 Seconds Quarterly
2. High
Availability
Instant
Dual PoP – Active / Active replicated
In the instance that a customer link fails or
a GSN PoP becomes unavailable, failover
< 10 Seconds 6 Monthly
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occurs within a time period where
already-in-progress real-time agent &
customer interactions are able to
continue; however, non-real time systems
may be more significantly impacted
3. High
Availability
Dual PoP – Hot Standby
In the instance that a customer link fails or
a GSN PoP becomes unavailable failover
occurs such that already-in-progress real-
time agent & customer interactions are
dropped but new interactions are able to
continue within one minute
< 1 Minute Annual
4. Disaster
Recovery
Dual PoP – Warm Standby
Services can be restored after a period of
time
< 1 Hour
< 4 Hours for
PoP Disasters
The availability option that can be selected is dependent on the GSN CCC
Platform Edition and the network connectivity approach. The following table
provides information about the possible combinations.
Foundation Edition Optimise
Edition
CX
Edition
GSN Direct Connect Disaster Recovery Disaster Recovery Disaster Recovery
GSN Dual Direct
Connect
✗ High Availability High Availability Instant
High Availability Instant
+ Zero Loss
Megaport Disaster Recovery High Availability High Availability Instant
High Availability Instant
+ Zero Loss
Extended Customer
WAN
✗ ✗ High Availability Instant
High Availability Instant
+ Zero Loss
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2. Availability Risk Assessment
In order to construct the optimum availability options for the Cloud Contact
Centre, GSN undertook a detailed risk assessment. The summary of this assessment
is shown below and provides insights in to multiple levels of redundancy within the
GSN CCC platform.
2.1 Customer Site
Whilst specific events and issues at the customer site are outside the scope of
Service Level Agreements from GSN there are multiple approaches that can be
taken to maximizing the availability human resource element.
Event Likelihood Impact /
Duration
Available Impact Mitigation Steps
Fire / Evacuation
Drill
High Unavailable
for 30 Minutes Alternate contact centre site
Evacuation flags in routing
strategy to provide customer
friendly messaging
Co-ordination of drills to minimise
impact
GSN Mobile Connect for Voice
Services
GSN Internet Connect for
Webchat
GSN Group Voicemail
Severe damage
to building such
as flood or fire
Very Low Unavailable
for Days to
Months
GSN Disaster Recovery
GSN Mobile Connect for Voice
Services
2.2 Network Edge Layer
A detailed analysis of the GSN and Customer network Edge layer is addressed in
the GSN CCC Network Connectivity Datasheet document.
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2.3 GSN Physical Environment
All GSN services are provided from minimum Tier 3 data centre environments within
Melbourne CBD and Sydney CBD locations.
Event Likelihood Impact /
Duration
Implemented Impact
Mitigation Steps
Mains Power
Failure
High High UPS Systems are in
place
Backup Generators with
minimum 1 week onsite
diesel storage and
contracts for further fuel
delivery.
Data Centre
Power distribution
failure
Low High Independent power
distribution feeds in
each rack.
All systems with dual
power supplies plugged
in to power rails fed by
alternate feeds
Fire Low High VESDA for detection
Inert gas based fire
suppression systems
DR Site with cross site
data replication
Flood Low High Data centre locations
not flood prone
Elevation above street
level
DR Site with cross site
data replication
Heating /
Cooling
Low Medium Multiple redundant
cooling units
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2.4 GSN Infrastructure Layer
All GSN infrastructure is provided by Tier 1 vendors including IBM, Dell, Cisco, EMC,
NetApp.
Event Likelihood Impact /
Duration
Implemented Impact
Mitigation Steps
Physical
Equipment
Failure
High Low No single point of failure
in server, network or
storage equipment.
Maintenance contracts
with equipment
suppliers
Extensive use of
virtualisation technology
Firmware /
Software failure
Low Medium Testing, Change control
and release
management process
Maintenance and
support contracts from
vendors
Multiple redundant
systems
Storage
Subsystem failure
Low High Multiple redundant
storage systems
Site diversity with cross
site replication
Tiered storage for
diverse uses
Network
Switching Fabric
failure (software /
cabling)
Low High Multiple redundant
paths with no single
point of failure
Extensive use of
virtualisation technology
Internal inter-site
Networks
Low High N+2 intersite networks
from diverse providers
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2.5 Carrier Layer
All GSN Carriage services are from Tier 1 vendors including AAPT and Optus.
Event Likelihood Impact /
Duration
Implemented Impact
Mitigation Steps
Voice Trunk
Failure
Low High Multiple trunks from
Telcos
Multiple termination /
edge devices for
delivery in diverse sites
Multiple carrier partners
with diverse services
and paths
Intelligent Network
Overflow
2.6 Application Layer
All GSN applications are from Tier 1 vendors including Genesys, Oracle and
Microsoft.
Event Likelihood Impact /
Duration
Implemented Impact
Mitigation Steps
Host Physical
Equipment Failure
High Low Extensive use of
virtualisation
technology
Process Failure High Medium All key process can be
configured for
immediate stateful
failover
Maintenance and
support contracts from
all vendors
Misconfiguration Medium Medium Extensive testing,
change management
and release
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management
processes
3. Disaster Recovery
3.1 Overview
The Disaster Recovery option is GSN’s based offering for availability and provides
an effective mitigation strategy for disasters that may impact a GSN Point of
Presence.
A disaster is declared when GSN services become unavailable for more than two
hours. At this point customers that have the Disaster Recovery availability
approach will begin to have systems transferred to the alternate GSN Point of
Presence
Whilst GSN Disaster Recovery may not suit all businesses, when it is combined with
the alternate service recovery options (see Section 7) a powerful and cost
effective solution can be provided.
3.2 Impact to Real Time Systems in a Disaster
The table below provides an overview of the customer and agent experience in
the instance of a disaster.
Interaction Type Impact to In-Progress
Interactions
Impact to Post Event
Interactions
Inbound / Outbound
Calls
Dropped Restore after 4 Hours
Web chat Dropped Restore after 4 Hours
Email Delayed Restore after 4 Hours
Social Delayed Restore after 4 Hours
The table below provides an overview of the service restoration targets in the
instance of a critical event that impacts real time
Interaction Type Service Restoration Target
Inbound / Outbound
Calls
1 Hour
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Web chat 1 Hour
Email 1 Hour
Social 1 Hour
3.3 Impact to Non Real Time Systems in a Disaster
Non real time systems are heavily protected within the High Availability Plus
approach.
Data Type Restore Time
Objective
Restore Point
Objective
Comments
Configuration Data 4 Hours 15 minutes
Historic Reporting 4 Hours 4 Hours User re-login
required
Call Recording 4 Hours 1 Day
Call Recording
Access
4 Hours 1 Day User re-login
required
Workforce
Management Data
4 Hours 1 Day User re-login
required
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4. High Availability
4.1 Overview
The High Availability option is designed to provide complete solution resilience,
such that failure in any GSN provided component (or in fact an entire site) can
allow new interactions to continue almost immediately.
4.2 Impact to Real Time Systems
The table below provides an overview of the customer and agent experience in
the instance of service impacting event. With High Availability there is no distinction
between disasters at a GSN PoP and any other real-time service impacting event,
as the High Availability approach provides a large degree of protection for both.
Interaction Type Impact to In-Progress
Interactions
Impact to Post Event
Interactions
Inbound / Outbound
Calls
Dropped No impact after 1 Minute
Web chat < 10 Seconds No impact after 1 Minute
Email No Impact No Impact
Social No Impact No Impact
4.3 Impact to Non Real Time Systems
Non real time systems are heavily protected within the High Availability Plus
approach.
Data Type Restore Time
Objective
Restore Point
Objective
Comments
Configuration Data < 30 Minutes 15 minutes
Historic Reporting < 60 Minute 4 Hours User re-login
required
Call Recording < 1 Minute 4 hours
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Call Recording
Access
<4 hours 4 hours User re-login
required
Workforce
Management Data
<4 hours 4 hours User re-login
required
4.4 Impact of Bring Your Own Trunks
Where customers BYOT, the trunk provision is excluded from SLA calculations;
however, failover can still be readily be achieved by utilising the following
approach:
From a customer configuration perspective no additional configuration or setup
(other than standard BYOT) is required. The SIP Trunk is established to the GSN
Service IP Address and this is also the address where RTP is sent. In the instance of
failure within the GSN network GSN edge security devices provide stateful failover
across geographies and calls in progress can simply continue.
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5. High Availability Instant
5.1 Overview
High Availability Instant option is designed to provide complete solution resilience
such that failure in any GSN provided component (or in fact an entire site) does
not result in real time interruptions being dropped.
5.2 Impact to Real Time Systems
The table below provides an overview of the customer and agent experience in
the instance of service impacting event. With High Availability Instant there is no
distinction between disasters at a GSN PoP and any other real-time service
impacting event, as the High Availability approach provides a large degree of
protection for both.
Interaction Type Impact to In-Progress
Interactions
Impact to Post Event
Interactions
Inbound / Outbound
Calls
< 10 Seconds Silence No impact after 10
Seconds
Web chat < 10 Seconds No impact after 10
Seconds
Email No Impact No Impact
Social No Impact No Impact
5.3 Impact to Non Real Time Systems
Non real time systems are heavily protected within the High Availability Plus
approach.
Data Type Restore Time
Objective
Restore Point
Objective
Comments
Configuration Data < 1 Minute 15 minutes
Historic Reporting < 1 Minute 30 minutes User re-login
required
Call Recording < 20 Seconds 1 hour In progress call
recording is
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restarted at new
geography.
Call Recording
Access
1 Minute 1 hour User re-login
required
Workforce
Management Data
< 1 Minute 1 hour User re-login
required
5.4 Impact of Bring Your Own Trunks
There is no impact as per High Availability approach.
6. High Availability Instant Plus Zero
Loss
High Availability Instant Plus Zero Loss builds on the High Availability approach by
ensuring cross-site data is effectively near real time. Call recording is further
enhanced to simultaneously record streams in both geographies therefore
ensuring significantly enhanced availability.
Interaction Type Impact to In-Progress
Interactions
Impact to Post Event
Interactions
Inbound / Outbound Calls < 10 Seconds Silence No impact after 10 Seconds
Web chat < 10 Seconds No impact after 10 Seconds
Email No Impact No Impact
Social No Impact No Impact
6.1 Impact to Non Real Time Systems
Non real time systems are heavily protected within the High Availability Plus
approach.
Data Type Restore Time
Objective
Restore Point
Objective
Comments
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Configuration Data < 1 Minute 1 minute
Historic Reporting < 1 Minute 1 minute User re-login
required
Call Recording < 20 Seconds 1 minute In progress call
recording is
restarted at new
geography.
Call Recording Access 1 Minute 1 minute User re-login
required
Workforce Management Data < 1 Minute 1 minute User re-login
required
6.2 Impact of Bring Your Own Trunks
There is no impact as per High Availability approach.
7. Alternate DR Mitigation
Approaches
There are multiple application level options available that can significantly reduce
the impact of a disaster when utilising the GSN Disaster Recovery option.
7.1 Emergency Messaging
Emergency messaging can be applied to specific inbound numbers to provide
further information to customers such as an ETA to the outage or alternate contact
arrangements. Emergency messaging can be managed through the GSN
Management Portal.
7.2 GSN Mobile Connect for Voice
GSN Mobile Connect for Voice enables a default call routing and delivery solution
that sends contact centre calls to a pre-defined list of mobile phones. The mobile
phone list is managed through the GSN Management Portal and can contain up
to 30 telephone numbers to which calls will be delivered in a round robin fashion.
The solution is activated the GSN Management Portal and does not require any
form of mobile data connectivity to function.
The solution is an effective response for short duration disasters for small to medium
sized contact centres.
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7.3 Intelligent Network Overflow
Where Toll Free or other Intelligent Network numbers are utilised alternate call
routing on No Answer and Busy can be configured to forward inbound calls to
alternate destinations including disaster recovery sites or external outsourced call
centres.
7.4 GSN Internet Connect for Non Voice Interactions
Customers using non-voice channels such as Email and Web Chat can utilise
internet based connectivity (rather than dedicated links) to access the GSN CCC
from any location. Internet based access is manually activated in the instance of a
disaster for nominated customers and solutions.
7.5 GSN Group Voicemail
GSN Group Voicemail provides a voicemail box to which callers can be directed if
a disaster occurs. The voicemail is delivered by email and can be managed as a
workflow for customer return calls from any location with internet access. GSN
Group Voicemail is activated from within the GSN Management Portal.