FrontStage Architecture

The possibility to implement the FrontStage contact centre platform in an existing on-premise ICT environment is not itself a revolutionary solution.  In such a scenario, FrontStage is first connected to the legacy enterprise communication system by means of a dedicated interface (typically CSTA II/III and JTAPI). FrontStage’s native application for call and screen recording provides a wide range of VoIP, TDM and analogue interfaces, compatible with most global vendors of communication systems.  Call recording can be implemented for the voice connectivity from the public telephone network or connected directly to the TDM or VoIP terminals.  The native call-recording application supports both passive and active recording (feature availability depends on the specific IP terminal model).
 
The FrontStage application server is usually included in an Active Directory domain and then connected by standard means to an e-mail or fax server and other enterprise information systems (ERP, CRM etc.).  However, the use of Active Directory is not a precondition, and the Single-Sign-On functionality can also be achieved using the ADFS and OAuth2 authorization functions.  The communication system or call server is then connected to the voice connectivity provider and, optionally, to a provider of virtual international telephone numbers.  
 
In addition to standard telephony and e-mail, FrontStage can also be integrated with other selected communication channels within a corporate omni-channel strategy.  These include: web chat including a co-browsing feature, SMS, social networks module (WeChat, FB Messenger, Viber, Twitter DM, Telegram etc.) and their native messaging platforms.  FrontStage can also be connected to internal or external (cloud) services that support artificial intelligence algorithms (e.g. IBM Watson, Amazon, Microsoft and many others).
 
The scope of a contact centre implementation may also include information panels and screens connected, for example, by means of Intel Compute Stick (WiFi connectivity).  This is a technology for displaying modifiable reports with information about the traffic handled by FrontStage and about its operation.  
 
FrontStage is commonly supplied in the form of FrontStage Online, a private cloud service, FrontStage as a purely software platform (optionally as Software as a Service – SaaS) or FrontStage Embedded, a hardware appliance including suitable Intel servers and operating system licenses for Microsoft Windows Server for Embedded Systems – Telecommunications edition, and a Microsoft SQL Server for Embedded Systems (optionally also in the form of IaaS/SaaS).

If the client does not require FrontStage to be integrated with their legacy enterprise communication system/call server and, instead, prefers an on-premise installation, then the scope of delivery also includes a SIP call server, which is connected to the FrontStage contact centre.  Therefore, the service can also include the supply of desktop IP terminals or software telephones.  Depending on the customer’s requirements for the terminals (SW telephone, desktop IP terminals), we implement a native application for call and screen recording, which supports both passive and active recording (the feature availability depends on the specific IP terminal model). FrontStage’s application server is mostly integrated in the domain and then connected using standard means to an e-mail server and, if relevant, a fax server and other enterprise information systems (ERP, CRM etc.).  The communication system or call server is then connected to the voice connectivity provider and, optionally, to a provider of virtual international telephone numbers. Apart from standard telephony and e-mail, FrontStage can also be integrated with other communication channels within a corporate omni-channel strategy.  These include: web chat including a co-browsing feature, SMS, social networks module (WeChat, FB Messenger, Viber, Twitter DM, Telegram etc.) and their native messaging platforms.  FrontStage can also be connected to internal or external (cloud) services that support artificial intelligence algorithms (e.g. IBM Watson, Amazon, Microsoft and many others).
 
The scope of a contact centre implementation may also include information panels and screens connected, for example, by means of Intel Compute Stick (WiFi connectivity).  This is a technology for displaying modifiable reports with information about the traffic handled by FrontStage and about its operation. 

FrontStage Online provides state-of-the-art contact centre services instantly by means of a private cloud[1].  These services include establishing VoIP (SIP) telephone accounts for operators, supervisors and, if relevant, also back-office staff.  Therefore, the service can also include the supply of desktop IP terminals or software telephones.  FrontStage Online brings the benefits of fast service commissioning, high service quality with lower requirements for, and the costs of, internal IT support.  Modern cloud services bring a wide range of related services from the areas of both infrastructure (Disaster Recovery, Virtual Data Replication, data storage etc.) and applications (connection to private/public voice services, artificial intelligence tools, social networks and their native messaging platforms, analytical tools and BI etc.).  If a customer opts for this form of cloud service, they will still enjoy numerous benefits arising from FrontStage’s close integration with the corporate on-premise ICT infrastructure: automatic sign-on to FrontStage for users included in the enterprise domain (Active Directory Federation Services - ADFS), integration with on-premise information systems (CRM, ERP etc.), and connection to the on-premise communication infrastructure (IP terminals, on-premise call and screen recording, connectivity to the enterprise on-premise telephone system etc.).  When the cloud is closely integrated with on-premise systems, the set-up actually represents a hybrid cloud infrastructure that is generally considered to have the best prospects in terms of future development.

FrontStage for Skype for Business On-line is a service developed directly for Microsoft’s Unified Communication cloud platform - Skype for Business On-line (Microsoft Teams).  Microsoft provides this cloud service by means of a Software-as-a-Service (SaaS) subscription.  Microsoft maintains the user accounts and manages the entire Skype for Business infrastructure in its cloud.  In order to launch FrontStage in combination with Skype for Business On-line, it is necessary to activate the Microsoft Cloud PBX (Microsoft Phone System) service including PSTN Calling, which makes it possible to call fixed-line numbers and mobile phones all around the world.  Alternatively, it is possible to use the Cloud PBX service with an on-premise PSTN connection in our data centre (or possibly on-premise) which is in turn connected to your local voice service provider (Skype Telco/VoIP gateway with an interface for connecting the local provider’s voice services).  Operators, supervisors and the back-office staff can then use the UC service of Skype for Business On-line together with the FrontStage On-line contact centre application.  Whichever approach is adopted, Skype for Business is fully integrated with the FrontStage client application for all FrontStage users.  This prevents any conflict of the two services.  
 
FrontStage for Skype for Business Online provides state-of-the-art contact centre services instantly by means of a private cloud[1].  These services include establishing VoIP (SIP) telephone accounts for operators, supervisors and, if relevant, also back-office staff.  Therefore, the service can also include the supply of desktop IP terminals or software telephones.  FrontStage for Skype for Business Online brings the benefits of fast service commissioning, high service quality with lower requirements for, and the costs of, internal IT support.  
 
Modern cloud services bring a wide range of related services from the areas of both infrastructure (Disaster Recovery, Virtual Data Replication, data storage etc.) and applications (connection to private/public voice services, artificial intelligence tools, social networks and their native messaging platforms, analytical tools and BI etc.).  If a customer opts for this form of cloud service, they will still enjoy numerous benefits arising from FrontStage’s close integration with the corporate on-premise ICT infrastructure: automatic sign-on to FrontStage for users included in the enterprise domain (Active Directory Federation Services - ADFS), integration with on-premise information systems (CRM, ERP etc.), and connection to the on-premise communication infrastructure (IP terminals, on-premise call and screen recording, connectivity to the enterprise on-premise telephone system etc.).  When the cloud is closely integrated with on-premise systems, the set-up actually represents a hybrid cloud infrastructure that is generally considered to have the best prospects in terms of future development.

Microsoft Azure is an ever-growing platform of integrated cloud services that is used to operate and manage applications by means of Microsoft’s global network of data centres.  Ninety percent of the Fortune 500 companies trust the Microsoft Cloud.
 
FrontStage for Microsoft Azure has been developed directly for use in Microsoft Azure and, at the same time, makes it possible to use Microsoft’s Unified Communication cloud platform - Skype for Business On-line (Microsoft Teams).  In order to launch FrontStage in combination with Skype for Business On-line, it is necessary to activate the Microsoft Cloud PBX (Microsoft Phone System) service including PSTN Calling, which makes it possible to call fixed-line numbers and mobile phones all around the world.  Alternatively, it is possible to use the Cloud PBX service with an on-premise PSTN connection in our data centre (or possibly on-premise) which is in turn connected to your local voice service provider (Skype Telco/VoIP gateway with an interface for connecting the local provider’s voice services).  Operators, supervisors and the back-office staff can then use the UC service of Skype for Business On-line together with the FrontStage On-line contact centre application.  Whichever approach is adopted, Skype for Business is fully integrated with the FrontStage client application for all FrontStage users.  This prevents any conflict of the two services.  
 
FrontStage for Microsoft Azure provides state-of-the-art contact centre services instantly by means of a private cloud[1].  These services include establishing VoIP (SIP) telephone accounts for operators, supervisors and, if relevant, also back-office staff.  Therefore, the service can also include the supply of desktop IP terminals or software telephones.  FrontStage for Microsoft Azure brings the benefits of fast service commissioning, high service quality with lower requirements for, and the costs of, internal IT support and global availability.  
 
Modern cloud services bring a wide range of related services from the areas of both infrastructure (Disaster Recovery, Virtual Data Replication, data storage etc.) and applications (connection to private/public voice services, artificial intelligence tools, social networks and their native messaging platforms, analytical tools and BI etc.).  If a customer opts for this form of cloud service, they will still enjoy numerous benefits arising from FrontStage’s close integration with the corporate on-premise ICT infrastructure: automatic sign-on to FrontStage for users included in the enterprise domain (Active Directory Federation Services - ADFS), integration with on-premise information systems (CRM, ERP etc.), and connection to the on-premise communication infrastructure (IP terminals, on-premise call and screen recording, connectivity to the enterprise on-premise telephone system etc.).  When the cloud is closely integrated with on-premise systems, the set-up actually represents a hybrid cloud infrastructure that is generally considered to have the best prospects in terms of future development.