Architecture and Security

This section describes the network architecture between InGenius and your connected telephony system. InGenius additionally offers security methods for on-premise telephony to keep your data secure, as detailed below.

Architecture

InGenius easily accommodates the unique telephony and CRM workflow requirements of your organization.

The diagram below describes the network architecture between InGenius and Genesys EngageGenesys Cloud.

The following diagram provides an overview of the architecture between InGenius, an on-premise telephony system, and your chosen CRM.

The following diagrams provide an overview of the architecture between InGenius, the cloud telephony system, and your chosen CRM.

User Browser ⇔ InGenius Cloud (AWS)

  • The InGenius application that runs in the agent's browser and the Admin app used for configuration are both hosted from the InGenius Cloud

  • Authentication for the user to utilize the application

  • The configuration data for the application, including

    • Dialing rules, speed dials, notes templates

    • Unsaved call log information (those not yet been saved by the agent)

User Browser ⇔ SalesforceMicrosoft Dynamics

  • Authentication info

  • API requests to perform searches within SalesforceMicrosoft Dynamics and log call information

User Browser ⇔ InGenius Gateway Server

  • Telephony information, including

    • CTI controls

    • Phone login info

    • Call details

    • Call attached data (i.e. IVR collected digits)

InGenius Gateway Server ➔ InGenius Cloud (AWS)

  • Fetch AWS public key to validate user access tokens ensuring authorized telephony control

Genesys ↔ InGenius Cloud (AWS)

  • Web data action initiates the voice call record creation.

User Browser ↔ InGenius Cloud (AWS)

  • The InGenius application that runs in the agent's browser and the Admin app used for configuration are both hosted from the InGenius Cloud.

  • Authentication for the user to utilize the application.

  • The configuration data for the application, including:

    • Dialing rules

    • Presence mapping

    • Telephone connection settings

InGenius Cloud (AWS) ↔ Salesforce

  • Voice call record creation

  • Caller's phone number

  • IVR information selected for population into the voice call record

User Browser ↔ Salesforce

  • Authentication info

  • API requests to facilitate call controls

User Browser ↔ Genesys

  • Telephony information, including:

    • CTI call control commands

    • Phone login info

    • Call details

    • Call attached data (i.e. IVR collected digits)

User Browser ↔ InGenius Cloud (AWS)

  • The InGenius application that runs in the agent's browser and the Admin app used for configuration are both hosted from the InGenius Cloud.

  • Authentication for the user to utilize the application.

  • The configuration data for the application, including:

    • Dialing rules, speed dials, note templates

    • Unused saved call log information (those not yet been saved by the agent)

User Browser ↔ ServiceNow

  • Authentication info

  • API requests to perform searches within ServiceNow and log call information
ServiceNow ↔ InGenius Cloud (AWS)

  • InGenius Administrator authentication is handled via a ServiceNow OAuth application configured as an OpenID Connect Identity Provider (IdP) in AWS Cognito. This allows Cognito users within AWS to authenticate through ServiceNow

User Browser ↔ InGenius Gateway Server

  • Telephony information, including:

    • CTI controls

    • Phone login info

    • Call details

    • Call attached data (i.e. IVR collected digits)
InGenius Gateway Server ➔ InGenius Cloud (AWS)

  • Fetch AWS public key to validate user access tokens ensuring authorized telephony control

Security

The table below lists security methods InGenius uses to keep your data secure:

Telephony System Certificate FIPS Compliance Data Encryption
Avaya ✓ ✓  
Asterisk ✓   ✓
Cisco UCCE ✓ ✓  
Cisco UCCX ✓ ✓  
Cisco UCM ✓ ✓  
Genesys Engage ✓    

InGenius requires a 3rd party SSL/TLS certificate for the gateway to validate the FQDN for HTTPS traffic. For more details on certificates, refer to Why do I need a SSL certificate?

InGenius uses FIPS compliant algorithms both for the storage of encrypted data as well as for communication with the telephony switch.

InGenius uses encryption algorithms from the Asterisk switch for communication and for the storage of encoded data.

For more details on security, please refer to Security FAQ.