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

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

• CX Voice – Media Server Hardware Prerequisites

• VRS - Hardware Requirements

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

• Media Server Hardware Prerequisites

• Jambons Hardware Prerequisites

• ASR Prerequisites – Placeholder

• TTS Prerequisites – Placeholder

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

• Customer Widget Documentation

• Media Server 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)

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?

System Prerequisites and Installation Steps