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Presence OpenGate
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Introduction

1 Introduction to Presence OpenGate ................................................................... 3

2 Presence OpenGate Advantages ......................................................................... 4
2.1 Significant Reduction of Investment ............................................................................................... 4
2.2 Ease and Speed of Implementation and Maintenance ..................................................................... 4
2.3 Open Standards ............................................................................................................................... 5
2.4 High Up-time, Redundancy and Scalability.................................................................................... 5
2.5 Elastic, Scalable and Functional in any Environment ..................................................................... 6
2.6 Provides all the Advantages of the Presence Suite ......................................................................... 6
3 Presence OpenGate Functionality ...................................................................... 7
3.1 Presence Voice Outbound ............................................................................................................... 9
3.2 Presence Voice Inbound ................................................................................................................. 9
3.3 Presence Messaging ........................................................................................................................ 9
3.4 Presence Internet ............................................................................................................................. 9
3.5 Presence Back Office .................................................................................................................... 10
3.6 Presence Social Media .................................................................................................................. 10
3.7 Presence Scripting ......................................................................................................................... 11
3.8 Presence Intelligent Routing ......................................................................................................... 11
3.9 Presence IVR ................................................................................................................................ 11
3.10 Presence Recording ....................................................................................................................... 12
3.11 Presence Supervisor ...................................................................................................................... 12
3.12 Presence Custom Reports.............................................................................................................. 13
3.13 Presence SDK ............................................................................................................................... 13
4 Presence OpenGate Architecture ..................................................................... 13
4.1 Presence OpenGate “Single Server” compared with “N+1” ......................................................... 14
4.2 Interconnection Options ................................................................................................................ 15
4.2.1 Hybrid Implementation ............................................................................................................. 16
4.2.2 “Stand-Alone” Implementation ................................................................................................ 18
5 About Presence Technology .............................................................................. 20

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1 Introduction to Presence OpenGate

Presence OpenGate is a powerful and flexible TDM and VoIP gateway that is fully integrated with
Presence Technology’s Contact Center Suite. It is based on the robust and flexible Asterisk switching
engine that has been optimized by Presence Technology’s R&D team to meet the highest demands,
imposed by the most stringent Contact Centers, in performance, scalability and up-time.

Among the software strengths, the ACD module, developed entirely by Presence Technology, stands out
by providing a marked improvement in the performance of the switch, as well as in a low-level and
exhaustive control of each of the different events and interactions managed by the system.

The OpenGate architecture is totally modular with the aim of allowing virtually limitless scalability,
guaranteed to adapt to all types of Contact Centers, starting from only a few seats to hundreds or
thousands of agents. This modularity is possible due to a groundbreaking concept for infrastructure,
adopted by Presence Technology, termed N+1, which allows the management-level control of various
gateways by a master server, orchestrating the different nodes in unison, as if they were a single one.
This architecture not only allows for the greater scalability of the product, but also for the redundancy and
up-time demanded by larger firms.

Presence OpenGate allows for direct connection to the Public Switched Telephone Network, or for
integration with any Voice Switch on the market, whether it is via TDM (E1 / T1) or VoIP (SIP, IAX)
connections, expanding its functionality without the need for expensive upgrades. Presence OpenGate
increases the functionality of switches offering VoIP support to the extension of an agent, be it via
SoftPhone or a physical SIP terminal. Moreover, it offers all the functionality embedded in the Presence
Suite, such as: progressive and predictive dialling, multichannel management, blending, intelligent
routing, IVR with ASR and TTS engines, scripting engine for the rapid development of applications,
recording conversations and screens of an agent, complete SDK with third-party application integration,
management system, monitoring, unified reporting, and more.

The combination of Presence OpenGate and the Presence Suite significantly reduces the financial
investment needed for a full multichannel solution for the Contact Center. This combination enables and
ensures the growth of the business, regardless of size or of one or more centers, allowing for
unprecedented scalability and elasticity that adapts perfectly to highly dynamic environments.

All of the products developed by Presence Technology have been designed and tested to provide
maximum flexibility for the Contact Center, offering a unified management environment that is easy to
use. They have been designed from the perspective of Contact Center management, greatly simplifying
the adaptation of the applications to the changing needs of the business.

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In addition, having based our solutions on open standards, the possibility of recouping the original
investment in the future is guaranteed, avoiding expensive system and equipment replacements needed to
handle future growth.

2 Presence OpenGate Advantages

The most noteworthy advantages of Presence OpenGate are:

• Significant reduction of investment

• Ease and speed of implementation and maintenance
• Based on open standards
• High up-time, redundancy and scalability
• Elastic, scalable and functional in any environment
• Provides all the advantages of the Presence Suite

These advantages are further described below.

2.1 Significant Reduction of Investment

Presence OpenGate significantly reduces the investment needed to implement advanced functionality for
Contact Center management at every level: interactions, clients, agents, quality, monitoring, reports, and
more.

One of the most notable aspects of Presence OpenGate is the possibility of implementing these latest-
generation solutions regardless of the technology already in use at the center. Whether there is a
traditional telephone switch with highly limited functionality, a modern switch compatible with VoIP, or
no voice switch is available at all, Presence OpenGate provides the connection interface tailored to each
case. Presence OpenGate provides a standard communication interface for the Presence Suite. This Suite
includes a number of solutions that provide a full range of modules and functionalities, specifically
designed to simplify and improve productivity, quality and customer satisfaction within the Contact
Center.

2.2 Ease and Speed of Implementation and Maintenance

Presence OpenGate provides a highly intuitive and user-friendly graphic interface for implementation,
ensuring significantly shorter implementation times.

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The management and administration environment of the Presence Suite has been designed expressly to
ensure the ease of use by the personnel that supervise the operations of the Contact Center. It is no longer
necessary to involve a technical department to undertake changes, thus reducing the time needed to tailor
a solution to the dynamic business needs that may arise at any given time.

2.3 Open Standards

Another of the main advantages provided by Presence OpenGate is the fact that it is based on open
standards and not on proprietary solutions. The adoption of open standards allows great flexibility for the
infrastructure and for the options of integration with other systems.

At the hardware level, there is the possibility of using compatible servers with Intel or AMD
microprocessors. In the event that a TDM connection is needed, Presence OpenGate is also compatible
with various E1 and T1 network cards from different manufacturers (Sangoma, Digium) as well as many
TDM to SIP GWs.

This compatibility also extends to the increasingly popular virtual environments, due to the exceptional
flexibility they offer in allowing the reconfiguration of virtual machines as evolving needs arise,
providing, to a greater or lesser extent, “hardware” components: CPU, memory, HD. The virtual process
isolates the operating system, as well as the software installed on it, from the particular specifications of
the servers or hosts. This layer of abstraction at the hardware level offered by virtual processes also
allows for the instant migration of the virtual machines between different physical systems, further
offering greater redundancy and up-time of the virtual machines in operation.

2.4 High Up-time, Redundancy and Scalability

Although an independent, single Presence OpenGate server offers a high degree of availability or up-
time, Presence Technology has further improved it dramatically by incorporating the new N+1
architecture embedded in the product.

This architecture offers the possibility for automatic redundancy and load rebalancing between an
unlimited number of OpenGate servers that operate as SIP or TDM gateways. All the components that
make up the solution are managed by a Master OpenGate server that performs the tasks of assigning,
balancing and control. The master server is also responsible for providing the administration dashboard
in a unified web environment, fully visual and user-friendly, allowing for the parameterization of the
system as per the different evolving needs.

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Furthermore, this architecture also offers the possibility of increasing the switching capacity of the system
simply by adding more gateways and activating them via the Master OpenGate server, thus providing a
highly flexible solution that can adapt to future growth efficiently, quickly and easily.

2.5 Elastic, Scalable and Functional in any Environment

Without the need for complex integration, Presence OpenGate adapts to any environment or context.
Given that it is a highly modular solution, growing per the specific needs of each client, the adaptability is
virtually limitless. This adaptability gives the Presence Suite a robust, “all-terrain” switching
environment that enables and empowers any type of Contact Center, regardless of size, geographic scope
or existing infrastructure.

As for its size, OpenGate is perfect either for an environment with just a few agents or for large Contact
Centers with hundreds or thousands; this is a result of the N+1 architecture where handling business
growth is as easy as adding more OpenGate gateways.

As to geographic scope, it adapts to any number of possibilities: a single call center, or a number of
different centers, having either a centralized or decentralized architecture, as with a configuration
involving agents working from home (where each agent is located in a different physical space).

Regarding the level of integration, whether any infrastructure is available or unavailable in the
organization, Presence OpenGate can interconnect simultaneously with one or more switches (regardless
of the make or model). Presence OpenGate can also operate in the extreme case where a switch is not
available, given that it can interact directly with primary E1 / T1 or SIP trunks.

2.6 Provides all the Advantages of the Presence Suite

Presence OpenGate is a switching platform that allows the Presence Suite to increase its interoperability
with the telephone channel via TDM or VoIP, reducing the technical requirements necessary to
implement the most complete solution for Contact Centers available on the market. For this reason it is
essential to emphasize that Presence OpenGate, along with the Presence Suite, offers Contact Centers the
advantages of having a complete Multichannel Suite that automates and simplifies their interactions and
offers all the management tools needed to guarantee the maximum profitability of the services without
leaving aside full quality control and client satisfaction.

Presence Suite in conjunction with OpenGate guarantees a return on investment in record time, offering a
platform with the capacity to match the growth rate and the needs of the organization, recouping the
investment from the very start.

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3 Presence OpenGate Functionality

The functionality provided by Presence OpenGate is extensive, given that it is based on the Asterisk
switching engine. For this reason, we will limit ourselves to highlighting the functionality that offers a
marked improvement over Asterisk, either implemented in Presence OpenGate or provided by the
Presence Suite.

Presence Technology has undertaken a substantial effort in R&D with the development of different
modules that increase Asterisk’s performance, stability and scalability, providing a highly advanced
product that conforms to the strict quality processes demanded by the most stringent business
environments. The two most representative elements developed entirely by Presence Technology and
included in Presence OpenGate are the ACD module and the N+1 architecture.

Presence Technology considers the ACD module to be one of the most important elements given that its
main responsibility lies in the real time control of each of the interactions managed by the Presence Suite.
Some of these interactions include:

• An outgoing call with predictive/progressive/preview dialing

• An incoming call
• An email
• An SMS
• A fax
• A chat session
• A web collaboration
• A back office task
• Social Media

Consequently, the ACD module becomes the main component that creates the universal queue and retains
full control of all interactions, priorities (based on rules defined by each service and channel), and the
profile of each of the agents, with the aim of assigning the interaction to the most suitable agent at any
given moment.

As for the N+1 architecture, it is fully responsible for enabling the high availability and redundancy of
Presence OpenGate’s switching platform. By distributing the load between different switching gateways,
whether used with a system composed of a single unit or an entire system, it allows the implemented
solution to grow and respond to the needs of the business.

With regards to the functionality provided by the Presence Suite, there are a number of groups based on
the different modules included in each. The different modules that comprise the Presence Suite are:

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• Presence Voice Outbound • Presence Intelligent Routing
• Presence Voice Inbound • Presence IVR
• Presence Messaging • Presence Recording
• Presence Internet • Presence Supervisor
• Presence Back Office • Presence Custom Reports
• Presence Social Media • Presence SDK

The interaction between the different modules is described in the following diagram.

Interaction between the different modules of Presence Technology

The Presence Technology Suite also provides two front-end alternatives for agents and supervisors:

• A fat-client installed on the agent’s desktop, which is compatible with Microsoft Operating
Systems.
• A fully web multi-platform thin-client, which is compatible with the Internet Explorer and
Firefox browsers. The technology used is based on Web standards (web services, html and
AJAX) to guarantee minimum IT desktop support and zero conflict with other applications.

A brief functional description for each of the listed modules is included below. More detailed
information is also available on the Presence Technology website: www.presenceco.com

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3.1 Presence Voice Outbound

Presence Voice Outbound is a powerful platform for the outbound services that focuses on the operational
efficiency that allows users to undertake their activities with great speed and agility.

Presence Voice Outbound offers Contact Centers a way to significantly increase productivity and affords
great flexibility in the operations of centers, while also optimizing the utilization and profitability of
Contact Center resources.

Presence Voice Outbound sends live contacts to agents efficiently, by using a technology that includes
various re-dialing rules and detects the tones of busy lines, unanswered calls, pagers, answering machines
and faxes. In addition, with the Presence outgoing calls solution, one can flexibly manage lists and
provide programmed responses, as well as select between different types of dialing: preview, progressive,
predictive.

3.2 Presence Voice Inbound

Presence Voice Inbound is the solution that helps Contact Centers manage their incoming call flow. Due
to the ease of integration of Presence Voice Inbound with other corporate tools (CRMs, databases,
ERPs…), and also the better call management, via a screen pop-up that shows information for incoming
calls, telephone operators can now take calls with greater professionalism, personalization and speed.

3.3 Presence Messaging

Presence Messaging manages e-mail, FAX and SMS channels. It enables clients to interact with the
Contact Center via e-mail, FAX or SMS, and allows the same agents who handle voice services to
manage these channels. The system automatically redirects messages using predefined context-sensitive
criteria, ensuring they will be answered by the most suitable agent for any given case.

3.4 Presence Internet

Presence Internet manages chat, web callback and web collaboration channels. It allows clients to request
help via chat or web call back while on the Internet. The request is processed by the most suitable agent
available, also allowing for the synchronization between an agent's and client’s web pages, thus helping a
client during the entire time spent on the website.

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In addition, the agent has access to a form collaboration system that provides the client with further
assistance when filling in the fields of online forms.

3.5 Presence Back Office

Presence Back Office is a solution that collates the back office tasks generated in the customer service
center into a single contact management queue.

The administrative activities derived from the Contact Center generate a large amount of work that is
often difficult to manage efficiently. With Presence Back Office, call center agents can manage
administrative tasks within a single queue, in the same way that they manage, for example, a voice call.
Presence Back Office can interact with any ACD, with CRM applications for client management and with
IVR tools. In this way, any administrative task derived from voice calls, mail, SMS, etc…, interactions
with IVRs or in the CRM itself can be attended to by agents in their off-peak hours.

3.6 Presence Social Media

Presence Social Media extends the capabilities of interactions with customers through social networks
such as Twitter, Facebook, YouTube or Blogs, and includes powerful content filters to capture the
messages that the Contact Center needs to manage. This module is also fully integrated with the universal
queue, which allows blending Social Media interactions with any other channel or task managed through
the suite.

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3.7 Presence Scripting

The Presence Technology Scripting module is a powerful visual tool focused on developing scripts for
telemarketing services, product sales and services, data collection, overdue payments, and more.

The tool is intended to give full independence to both the supervisor and the agent. Presence Scripting
combines development power and ease of use, allowing the deployment of complex campaigns in record
time. Without any prior programming knowledge, a Supervisor can create and parameterize new
campaigns, incorporating scripted responses to client objections, as well as service scripts, and
introducing changes dynamically throughout a campaign.

3.8 Presence Intelligent Routing

Presence Intelligent Routing allows a Contact Center to define business strategies based on the intelligent
routing of contacts that come into the Contact Center over any channel (voice, mail, chat, internet, SMS),
notably expanding ACD routing possibilities. Using Presence Intelligent Routing, the best destination can
be defined for each contact that comes into the Contact Center.

Using a powerful visual interface, you can send multiple queries to one or several databases and establish
the criteria for each, allowing an incoming contact to be routed to the agent best qualified to take it.
Furthermore, it is possible to send http requests to any external tool or application, helping to significantly
expand the management possibilities of an incoming contact before routing it to the most suitable agent.

Agent’s front end is available as a Desktop Application or fully Web Application using latest web
standards (web services, HTML, AJAX).

3.9 Presence IVR

Presence IVR is a sophisticated voice tool used to generate intelligent interactive strategies for the
Contact Center. The solution covers the ever increasing number of daily interactions between a client and
a company, maintaining the quality, efficiency and ability to successfully resolve each interaction.

The Presence IVR module is integrated with Presence Intelligent Routing to maximize the possible
synergies of routing strategies with the business rules in companies. Due to this integration, the routing
strategies defined in Presence Intelligent Routing can be converted into interactive strategies, allowing
for information to be requested from, or provided to, users via voice recognition technologies, touch tones
(DTMF), voice synthesis and vocal audio. This can all take place without an agent’s assistance, given
that Presence Interactive Routing acts as an access portal to the Contact Center, automating customer care
processes and substantially reducing operating costs.

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Also, due to the integration of the Presence Scripting module with IVR, it is possible to automate data
collection, undertake unassisted opinion polling, and validate scripts for responding to client objections.

3.10 Presence Recording

Presence Recording is a solution totally integrated with the Presence Suite, allowing for the recording of
telephone conversations in two ways:

• Following a specific plan

• Upon an agent’s request

Presence Recording reviews the recording plans each time the ACD routes a call, and if it belongs to one
or more of the outlined plans, then the conversation is recorded from beginning to end.

Under the option of recording upon request, an agent indicates the start and end of a call’s recording,
allowing for the recording of specific sections of a conversation when expressly permitted by the caller
(for the treatment of private information…).

Also, Presence Recording allows for the simultaneous recording of an agent’s screen and telephone
conversation, enabling the synchronized reproduction of video screenshot with audio conversation.

3.11 Presence Supervisor

For monitoring and control, Presence Technology offers, via the unified management tool, Presence
Supervisor, offering real-time and stored data for each campaign or service and generating reports with a
wide array of details that help to quickly identify next steps.

Presence Supervisor is also the tool that helps parameterize the functionality of each of the Presence Suite
modules. Presence Supervisor offers full management control of the solution, quickly and easily adapting
its functionality to adjust to the needs and rules of the business.

This graphic management console focuses on improving the control processes of Contact Centers,
granting managers and supervisors full control, remotely and in real time, of the centers, campaigns and
services. In this way, the Contact Center managers and supervisors have access to the important
information necessary for making decisions in advance, thereby improving the productivity of their
services and campaigns.

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This application is available as a Desktop Application or full Web Application using latest web standards
(web services, HTML, AJAX).

3.12 Presence Custom Reports

Presence Custom Reports is a powerful, customized report generator. It includes a graphical assistant to
guide the user in the step-by-step creation of reports, making this a quick and easy task. If desired, a
more sophisticated interface is available, and allows much more personalized report designs.

The design tool includes many different features, such as filters, variables, responses, functions, data
grouping, graphics, and more, offering unlimited possibilities when generating reports, and facilitating the
creation of highly interactive and dynamic reports for the end user.

Presence Custom Reports can connect to the databases of different manufacturers, allowing the cross-
checking of the operational information gathered with the Presence Suite and the business information
stored in other systems, thus making this a powerful data-analysis tool that provides significant value-add
to the decision-making process of management and executive teams.

Lastly, it also permits exporting reports in various formats (PDF, Excel, Word, etc.), simplifying the
viewing and distribution of information.

3.13 Presence SDK

The Presence Suite has a collection of DLLs, ActiveX and Web Services components that allow for the
integration of any of the modules with third-party or customized applications, offering greater automation
and information flow with existing business systems.

Presence SDK is provided with detailed documentation, as well as example source code, greatly reducing
the learning curve and simplifying the integration with any application of your choosing.

4 Presence OpenGate Architecture

Presence OpenGate offers an extraordinary number of alternatives for its installation, whether in
environments requiring an interconnection with existing switches, or in contexts where a switch is not
available, thus requiring a direct interconnection to the public network via conventional TDM or IP
(VoIP) connections.

In either case, it is possible to adopt one of two different architecture configurations:

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• OpenGate “Single Server” Architecture: use a single OpenGate server that will undertake the
functions of switching, gateway and management of the voice channel.

• OpenGate “N+1” Architecture: use a number of nodes that act as OpenGate gateways,
coordinated by a single Master server that manages all of the systems jointly as if they were a
single unit.

4.1 Presence OpenGate “Single Server” compared with “N+1”

The diagrams below illustrate the differences between both architecture configurations.

As a point of reference, it must be noted that an OpenGate “Single Server” architecture configuration is
guaranteed to operate in environments of up to 200 “simultaneous” agents. Above these specifications,
the OpenGate N+1 architecture configuration is recommended.

Presence OpenGate - “Single Server” Architecture

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When comparing both solutions, the N+1 option meets the demands of environments requiring a higher
number of telephone interactions, thanks to the distribution of the load between different nodes.

Presence OpenGate - “N+1” Architecture

4.2 Interconnection Options

All of the products developed by Presence Technology have been designed specifically to adapt perfectly
to any given environment. Presence OpenGate was also developed with this philosophy in mind, for it
provides the adaptability, elasticity and scalability that allow for its implementation in any type of
environment. It can be implemented with an interconnection to one or more PBX, of any make or model,
or with a direct interconnection to the public switched network, without the need for a telephone switch.
This option significantly reduces the implementation and maintenance costs for a multichannel, latest-
generation Contact Center.

Below are the details for the different interconnection options:

• Hybrid Implementation: This option can be selected when one or more switches are available in
the center or centers, and when these are to be used as gateways to the collection of primaries

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available, or when the existing telephone terminals are to be used. This option also allows for
the mixed configuration of terminals, connected to the PBX or existing PBX in the center, or
directly connected to Presence OpenGate (whether it be a fixed line terminal or a software-based
terminal).

• “Stand Alone” Implementation: This option can be selected in the event that a PBX is not
available in the center, or when the remainder of the company’s phone infrastructure is to be
kept separate. Presence OpenGate serves as a latest-generation telephone switch, providing the
required channel to the agents of the Contact Center.

4.2.1 Hybrid Implementation

This type of implementation can arise when one or more PBX is available. The options for the
interconnection are as follows:

1.- Use the existing PBX only as the means for communication with the public switched
telephone network, consolidating the collection of existing voice connections and using Presence
OpenGate as the means for managing the channel and telephone terminals connected to Presence
OpenGate.
2.- Use OpenGate connected to the public switched telephone network as the means for
communicating and managing the channel, while using the telephone terminals of the existing
voice switch.
3.- Use OpenGate as the call manager, with connections to the public switched telephone
network and with telephones connected to the existing voice switch.
4.- Use a mixed configuration, interchanging elements of the three options mentioned above.

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Presence OpenGate – Hybrid Implementation with a single PBX

Presence OpenGate also offers the possibility of simultaneously interconnecting with various switches
regardless of their make or model, thus becoming a “Command Center” that undertakes the unified
management of all the interactions of the Contact Center as seen in the diagram below.

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Presence OpenGate – Hybrid Implementation with several PBX

4.2.2 “Stand-Alone” Implementation

The “Stand-Alone” architecture consists of the implementation of Presence OpenGate without

interconnecting it with any other voice switch that forms part of the solution. The “Stand-Alone”
Architecture works in an isolated and autonomous manner, without depending on any external element
for its interconnection to the telephone network.

In this case, Presence OpenGate would be connected directly to the public network either via TDM
primary (E1 or T1) or IP connections that provide VoIP connectivity (for example, SIP trunks).

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Presence OpenGate – “Stand-Alone” Implementation
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5 About Presence Technology

Presence Technology is a software company with a high value-add technology proposition for Contact
Centers.

Our dedication to serving the client has led us to develop solutions that adapt to the specific needs of each
user. Our focus is on solving the special challenges of each case. The Presence Suite affords great
flexibility to the Contact Center’s dynamics, and contributes directly to improved productivity margins
for services, providing a return on investment unequalled in the sector.

The Presence Suite is currently the most comprehensive collection of Contact Center tools on the market,
and has been developed to improve Contact Center management while achieving the highest levels of
quality and customer satisfaction.

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