The following information provides an overview of the technology and architecture used by the Infinity platform.

The whole platform consists of a main Console application which hosts the modules and configuration interfaces, a set of webservices to broker the data connection and a suite of back end services. (The applications and services are written using Microsoft .NET v4 Visual Basic.)

• Login Authentication
• Menu driven by Access Permissions

• Company and Client branding
• Launch company & client scripts
• Headlines, linked to URL’s or knowledgebase articles
• Survey your staff using the simple Question & Poll tool
• Show live data (grids, bar charts, counts)

• Full contact management, list recycling etc
• xxx

• Realtime Status of each agent
• Chat
• Message Broadcast
• Knowledge Assesment

• 'Script Engine' without utilising the Reporting/CTI/List Management/Live Button interfaces

Web services have been used to provide the data access and business logic layer between Console, Contact Manager and the database. The use of web services for data access can reduce the load placed on the database server by reducing the number of connections as it allows data to be cached by the web service. Security can be enhanced as there is just a single configuration file, allowing data to be kept in a secure location at the heart of the business.

Web services also allow expansion of the business to occur quickly with the need for minimal additional hardware, as a single web service can handle a large number of users, additional web servers can be added either at the same site or at additional sites.

The use of web services also allows third party applications to connect and use the Infinity database.

We have designed Contact Manager to be telephony platform independent by developing a standard interface which we use to integrate with the telephony API, this allows Contact Manager to provide standard functionality regardless of the telephony system in use.

We have integrated to the following telephony platforms;

• Callmedia (Azzurri)
• CT-Connect (Envox)
• Aspect (Melita)
• Intertel (Mitel)
• Ultra
• Cisco

As well as providing a flexible interface for the telephony system, we also provide an interface for integrating with a Recorder platform. We currently have an integration available now to a free PC sound card based recorder, which makes use of a 'Danaswitch' - PC to telephone connector - which routes the conversation to the PC sound card.

The Script Engine can host custom built .NET controls within the interface, this allow you to add custom functionality to the agent script. The other benefit of using .NET controls is that they do not need to be registered on every agent machine, just included in the Console application folder.

This is a scheduler service that calls other services at regular intervals. The services that can currently be managed are

• Inbound Email Collector : This will poll a POP3 or Exchange mailbox and load the emails into the Infinity database, creating a task for the agent to process. The Email collector is able to send standard automatic reply messages and filter out messages that are considered junk mail.
• Outbound Email Sender : The Email Sender is used to send out the email responses generated by agents when they process the emails loaded by the Email Collector.
• Automated Data Loading and Exporting : Other services managed by the Infinity Manager are imports and exports with the relevant files being sourced or sent to an FTP site for instance. The FTP service takes into account the different user accounts and permissions required to access the FTP area.