PR8135_Attachment_D_OUC_Contact_Center_and_IVR_Network_Diagram.pdf

The provided document consists of two technical diagrams detailing the Interactive Voice Response (IVR) and Contact Center network architecture for the Orlando Utilities Commission (OUC). The first diagram, titled "OUC IVR & Contact Center", illustrates a comprehensive system architecture spanning two datacenters, featuring interconnected components such as Session Border Controllers, OpenScape Voice and Contact Center systems, IVR platforms, Verint call recorders, and ACD (Automatic Call Distribution) agents. The system supports multiple communication channels including voice, email, callbacks, chat, and various device types like cell phones, WebRTC, and deskphones.

The second diagram, "IVR Production Architecture", provides a more detailed view of the technical infrastructure across the two datacenters, showcasing specific server configurations including Genesys SIP Servers, Nuance Speech Servers, Voice Platforms, Web Application Servers, Genesys Config Servers, and Oracle Databases. The architecture is designed to support advanced features like speech recognition, text-to-speech, resource management, and reporting capabilities. The overall system appears to be a complex, redundant communication infrastructure designed to provide robust, scalable, and flexible customer interaction capabilities with high availability and comprehensive integration across multiple technologies and platforms.