CX-Voice platform sizing
The CX Voice Platform is a core component of Expertflow’s Expert for CX, enabling enterprises to handle customer voice interactions as part of their omnichannel engagement strategy.
This document describes on-premise deployment options for the CX Voice Platform. It outlines the main deployment scenarios, required infrastructure, SIP trunking considerations, and additional aspects such as high availability (HA).
Hardware Requirements
Category | < 100 concurrent calls | < 300 concurrent calls | < 500 concurrent calls | > 1000 concurrent calls |
Voice platform | CPU: 4 Core | CPU: 8 Core | CPU: 12 Core | CPU: 16 Core |
Software Prerequisites
Debian 12+
Deployment Scenarios
Baseline Voice Deployment (CX Voice with Legacy IVR)
Purpose: Standard voice platform deployment for inbound/outbound calls, including legacy IVR (DTMF menus), announcements, conferencing, and voice recording.
Required Components
CX Core Platform (mandatory foundation)
Media Server (handles RTP streams, IVR prompts, conferencing, and voice recording)
Voice Recording (VRS): Part of the Media Server, no extra server required.
Links to Prerequisites
AI-Powered Voice Deployment (Voicebots, Transcription & Translation)
Purpose: Advanced, AI-driven voice experience enabling conversational IVR, voicebots, speech-to-text transcription, and text-to-speech translation.
Required Components
CX Core Platform
Media Server
Jambonz
AI Engines
Additional AI Services Required
ASR (Automatic Speech Recognition) – hardware/software prerequisites TBD
NLU (Natural Language Understanding) – prerequisites TBD
TTS (Text-to-Speech) – prerequisites TBD
LLM/AI connectors (optional for advanced language use cases)
Links to Prerequisites
WebRTC Voice and Video Deployment
Purpose: Enables customers to make voice and video calls directly from web or mobile applications. This allows seamless browser-to-agent or app-to-agent communication without requiring traditional SIP hardphones or softphones.
Required Components
CX Core Platform
Media Server (handles RTP streams for voice and video)
Customer Widget (provides the WebRTC client interface embedded in browser or mobile apps)
Additional Considerations
Requires TURN/STUN configuration for NAT traversal.
SIP trunking is still required if WebRTC calls need to connect to PSTN.
Bandwidth requirements should be validated in video-heavy use cases.
Links to Prerequisites
SIP Trunking
The CX Voice Platform integrates with SIP trunks to connect with the PSTN or the customer’s telephony provider.
Customer-Provided SIP Trunks: Customer contracts with their own provider; Expertflow integrates with it.
Expertflow-Provided SIP Trunks: Available in selected geographies (to be confirmed per opportunity).
High Availability (HA)
For mission-critical deployments, CX Voice supports HA configurations.
CX Core Cluster – redundant application servers
Media Server HA – active-passive or active-active clustering
CX SIP Proxy (OpenSIPS) HA – load balancing and failover for SIP signaling
Database Redundancy – clustering for data consistency and failover
Deployment Summary (At-a-Glance)
Deployment Type | Required Servers & Components | Notes |
|---|---|---|
Baseline Voice | CX Core Platform + Media Server | Includes Legacy IVR (DTMF) and Voice Recording |
AI-Powered Voice | CX Core Platform + Media Server + Jambons + AI Engines | Conversational IVR, Voicebots, Transcription & Translation; requires ASR, NLU, TTS |
With HA | CX Core Cluster + Media Server HA + CX SIP Proxy HA | Ensures redundancy and failover for mission-critical environments |
Mention platform components and services that are provisioned by this installation.
❓ Questions
Are there multiple deployment configurations as they are in CX-Core platform
Questions: SIP trunks, IVR, etc., - Presales know what sort of documents are needed based on Cisco contact center deployment planning experience
voice recording [y/n] - sizing
transcription [y/n] - sizingBHCA plus other variables to estimate call-volume for inbound and outbound
HA
what else?