Interaction Media Server Advantages

Interaction Media Server provides distinct advantages in your CIC telephony network. Ranging from resource availability to redundancy, these advantages ensure that your network can adapt to the demands placed upon it.

Interaction Media Server frees resources

Calls and the associated audio streams are the most consuming aspects of the telephony network. Interaction Media Server processes the audio portion of calls, which enables CIC to focus on only the logistics of calls. To increase the capacity of your contact center, add Interaction Media Servers.

Interaction Media Server reduces network consumption

Using Interaction Media Server in multiple locations reduces the number of transmissions that pass through your Wide Area Network (WAN). Interaction Media Server processes all media for a location and does not need to retransmit media to CIC. The system sends only small, occasional Session Initiation Protocol (SIP) packets from CIC through the WAN to the SIP telephone and the gateway.

Interaction Media Server provides scalability

Interaction Media Server is a scalable system, which enables you to have many Interaction Media Servers for a single CIC server.

To allocate and use multiple Interaction Media Servers properly, you can configure logical locations in which Interaction Media Servers reside. For example, you can have one small contact center that requires only one Interaction Media Server and a large contact center that requires four Interaction Media Servers. This configurability enables you to maximize resources and licensed sessions where you need them.

For large conference calls of more than 20 participants, CIC distributes callers across multiple Interaction Media Servers, even in different locations.

Genesys recommends that you use an N+1 configuration for Interaction Media Servers where N represents the number of Interaction Media Servers required to service a system or location. The additional Interaction Media Server enables your contact center to continue functioning at its capacity without resource limitations when you must maintain or troubleshoot an Interaction Media Server.

Interaction Media Server provides redundancy

When Interaction Media Server handles the audio stream between two parties, it does so independently. It does not rely on the constant presence of a CIC server. Therefore, if the CIC server becomes unavailable for any other reason, the active calls processing through Interaction Media Server continue without interruption.

Also, if an Interaction Media Server becomes unavailable, other Interaction Media Servers share the load of any new calls.