In mid 2007 Ryla engaged in an ambitious project to build a new contact center architecture without legacy technology restrictions. This project allowed the company to transition from traditional TDM and analog systems to an architecture utilizing SIP trunking, VoIP to the desktop and Web based technologies. Goals of the new architecture included:
-     High capacity infrastructure capable of handling thousand of concurrent calls while minimizing initial and recurring costs.
-     Flexible system capable of using a combination of traditional (TDM) and emerging (SIP) technologies.
-     Flexible infrastructure capable of accommodating Soft-phones with integration capabilities to Web based applications to leverage our core competencies.
Resulting architecture uses an innovative approach of combining high capacity TDM gateways and SIP trunking to provide transport and systems redundancy. The design makes use of Avaya products such as the G860 gateways and SES Servers. The role of an appropriate network region design will be discussed. The implication of 3rd party complementary products for the architecture will be noted, along with lessons learned.