Components

Call Event Importer
The Call Event Importer accepts call events and agent events either directly from the softswitch or from the customised applications designed to capture the raw events. Call events are then correlated based upon the global call ID, in order to create a model of the call which is then summarised as a call detail record and persisted in the database. The Call Event Importer also tracks the subscriber login to the system, agent queue login and calculates call statistics. These call statistics include agent status, agent status duration, queue durations and queue times.

Metadata Importer
The Metadata Importer periodically polls the switch to check for additions, changes, or deletions of agents and queues and their properties, such as descriptions.

Database
Tenant and call information is stored in the emPulse database. The database stores all the agent information including descriptions and numbers, queue information including descriptions and numbers, all call details and recent agent history. Additionally, the database keeps queue and agent summary, login, alerting and reporting information.

Alerting Service
Alerting Service monitors call detail record and if criteria, as defined by the user, is met, will send the appropriate email alerts.

Report Server
The Report Server hosts all reports including standard and user defined reports. The Report Server is responsible for rendering reports, sending scheduled reports and maintaining various export formats.

Webserver
The Webserver enables the business customer to login to the web application and view their dashboard and reports. The Webserver provides the system with scalability and can be expanded as more users are added to the system. All access to the dashboard, alerting and reporting functionality is accessed through the Webserver.