leaddesk oy i i [email protected] architecture september, 2014

LeadDesk Oy I www.leaddesk.com I [email protected]

ARCHITECTURE

September, 2014


LeadDesk telephone technology alternatives

1. GSM modem attached to the client computers– Utilizes GSM network, the calls do not cause any extra real-time load for IP network bandwidth or issues with company

firewalls– Each modem has own SIM card, the modem is NOT locked to any operator (client can use any subscription)– Voice call recording made on the client side and after the call sent to the server– Core benefits: ultimate cheap in certain countris, stabile audio quality, very mobile, and works perfectly in environments

with limited internet bandwidth– Disadvantages: does not work without a client software (available only for Windows)

2. VoIP, client’s own operator– Client can make the contract with any VoIP operator– From software’s point of view, the VoIP access is just normal VoIP registrar– From network’s point of view, LeadDesk with VoIP is just like any SIP hard/softphone– Extensive codec support: G.711, G.729, GSM, G.722, etc– Same voice call recording method as in GSM option: recording made on the client side and after the call sent to the

server– Core benefits: unlimited capacity (suitable for callcenters with 150+ agents in one site), very clear audio quality and fast

connection time; available also as browser-only model– Disadvantages: individual client/customer may not be able to negotiate competitive prices directly; possible problems with

internet bandwidth and firewalling; setup fees


LeadDesk telephone technology alternatives

3. VoIP, LeadDesk operator services– Client will get VoIP access directly through LeadDesk– Utilizes LeadDesk’s own telephone switch (PBX) hosted by LeadDesk– From software’s point of view, the VoIP access is just normal VoIP registrar– From network’s point of view, LeadDesk with VoIP is just like any SIP hard/softphone– Extensive codec support: G.711, G.729, GSM, G.722, etc– Same voice call recording method as in GSM option: recording made on the client side and after the call sent to the server– Core benefits: unlimited capacity (suitable for callcenters with 150+ agents in one site), very clear audio quality and fast connection

time, most likely very competitive pricing compared to own VoIP operator; available also as browser-only model– Disadvantages: setup fees (if proper network infrastructure is not already in place)


1. GSM modem

HardwareGSM modem is an USB device. Device is supported by Windows XP, Windows 7 and Windows 8Software uses only AUDIO side of the modem. GSM/3G data is NOT used at all

ConnectivityModem is attached to computer via USB, and requires local installaionModem is connected directly to GSM/3G network via radio: no IP traffic is generated

Installation / setupModem must be installed in WindowsAny SIM card is suitable and is attached inside the modemNo credentials etc are needed, user is authenticated through IMEI code of the modem

Other remarksN/A


2. VoIP

HardwareNo hardware is needed on the client sideHardware maintenance responsbility is always on VoIP operator or LeadDesk side

ConnectivityClient computer is connected to local area network, that must be connected to internet or at least VoIP operators MPLS/equivalent network.Bandwidth requirement: min 15 kbps / client

Installation / setupLeadDesk software has integrated SIP softphone: no additonal hardware/software is neededLeadDesk software with VoIP is equal to SIP soft/hardphone: iit registers itself to VoIP switch using SIP credentials

Other remarksN/A

VoIP servers (PBX)

LeadDesk has redundancy for

VoIP: connections with 5 operators


LeadDesk Architecture (applies to LeadDesk standard hosting setup)

Scalable• LeadDesk is a true cloud application, delivered over standard web technologies• Developed with the best blend of open source and license technologies• High availability form world-class infrastructure• Open and closed technologies combined to provide best mix• Every part of our system can be scaled down or up live

Resilient• Designed as a fault-tolerant multi-site, multi-tenant system• Failure of any one component does not affect the customer's overall operations• Back end audio infrastructure is separated to provide resilience • Customers can use their own PBX or on-premise telephony solution if required

Secure• Security-driven, firewalled and monitored 24/7• Real-time server status public at status.leaddesk.com • Hardened servers that meet industry standards• LeadDesk architecture is managed in line with Cloud Security Alliance and ISO27001 best practice


Database servers

Web Application Servers VoIP servers (PBX)

LeadDeskcloud

Load Balancer

Outbound Clients

Hosting setup: 100% cloud-hosting

SIP trunk(s)

Price:Standard pricing(no extra costs)

leaddesk oy i i [email protected] architecture september, 2014

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