Workflow Server is a utility service that provides an adaptor to Softdial CallGem™ for non telephony media sessions such as script based or packet media based transactions.
Softdial CallGem™ is the command and control center for Softdial Contact Center™ with an architecture designed around traditional telephony call sessions.
Workflow Server converts any script or IP media based transactions into call session based transactions that can be understood by Softdial CallGem™. In practical terms this means converting packet media transactions into SDMP message based transactions and acting as an adaptor interface to Softdial CallGem™.
The Workflow Server service includes the following functionality:
- Creates a Simulated Telephony layer as required e.g the Administrator Console relies on an '__Administrator' telephony layer generated by Workflow Server.
- Creates utility campaigns and initiates dummy call sessions e.g. the 'Administrator campaign' used by the Administrator Console is generated by Workflow Server.
- Generates administrator call sessions (Make Call messages) for Workflow server based functions.
- Translates packet media based transactions to Incoming Call sessions that can be routed and processed via Softdial CallGem™ (Fig. 1).
