Phone systems
You select the type of phone system under PBX type on the PBX tab of the server configuration. Depending on the type, myContactCenter can do more than just make calls:
| PBX type | SIP over | User sync | Presence | Touch tones (DTMF) | Address book |
|---|---|---|---|---|---|
| SwyxWare | UDP or TCP | yes | via the interface of the phone system | in-band, RFC 2833 or SIP INFO | yes |
| SwyxON | UDP or TCP | yes | via the interface of the phone system | as with SwyxWare | yes |
| Wildix | UDP | yes | via the interface of the phone system | RFC 2833 | no |
| IlogixxUC | UDP | no | via SIP | RFC 2833 | no |
| SipOnly | UDP | no | via SIP | RFC 2833 | no |
User sync means that agents can be created from the users of the phone system and are synchronized with them continuously, see The Agents list.
Voice
- Codecs, offered in this order: G.722, G.711 A-law, G.711 µ-law, iLBC, Speex (32, 16 and 8 kHz) and GSM. G.729 is not supported.
- Quality of service for SIP packets: can be set under Quality of Service (QoS) on the PBX tab.
- Recordings: call recordings and voicemails as WAV files; the email for a voicemail has it attached as an MP3.
Databases
| Purpose | System |
|---|---|
| Configuration, statistics, licenses | Microsoft SQL Server |
| Tickets and conversation data (Monitoring Database) | Microsoft SQL Server or PostgreSQL |
| External databases for flows | Microsoft SQL Server, MySQL or PostgreSQL, optionally via an SSH tunnel |
You need Microsoft SQL Server 2022 or later; the Express edition is sufficient. The Agent and the Administration read the data for reports and dashboards directly from SQL Server, with a SQL login of their own. SQL Server must therefore allow SQL logins.
Email and fax
- Receiving only via IMAP; the connection is encrypted as soon as the mail server offers it. The inbox is read.
- Sending via SMTP, with or without authentication.
- Faxes go through a service that delivers faxes as emails and sends emails as faxes — see Mailboxes.
Address books
Contacts for dialing and for emails come from the phone system — with SwyxWare and SwyxON — and from the local Outlook on the workstation, see Address books.
Languages
- User interface of the Agent, Administration, Wallboard, configurators and installation packages: German, English and French.
- Conversation languages can be created freely, see Languages. Announcements from text are read by Microsoft Azure speech synthesis in every language for which voices are available there.
- System announcements are included with myContactCenter in German, English, French and Swedish.
Microsoft Azure
Speech synthesis, speech recognition, transcription, translation and text analysis run on Microsoft Azure, in the West Europe region. For this, the server needs an AI Key, see Server tab.
| Service | Used for |
|---|---|
| Speech synthesis | announcements from text |
| Speech recognition | recognizing values and words, transcribing calls and voicemails, translating calls in real time |
| Translation | translating emails, boilerplates and announcements |
| Text analysis | recognizing keywords and topics in texts, classifying conversations |
Operating system and devices
- Windows: Windows 11 for the Agent, Administration and Wallboard, Windows Server 2022 or later for the services, 64-bit in each case.
- .NET: on every computer with a myContactCenter package, the Microsoft .NET Desktop Runtime and the Microsoft ASP.NET Core Runtime in the current version 9; the installation packages check both. The SwyxCDS service also needs .NET Framework 4.8 if you connect SwyxWare or SwyxON.
- Terminal server: the Agent and the Wallboard run per session.
- Headset and audio: a microphone and a speaker, or a headset, for the softphone, see Settings.
- Status light: a Kuando Busylight on a USB port shows the agent’s state.
- SNMP: versions 1 and 2 for monitoring systems, see SNMP settings.
Whatever else computers, databases and the network need is described under Requirements.