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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
RAM: 8 GB
Storage: 100 GB SSD

CPU: 8 Core
RAM: 16 GB
Storage: 200 GB SSD

CPU: 12 Core
RAM: 24 GB
Storage: 300 GB SSD

CPU: 16 Core
RAM: 32 GB
Storage: 500 GB SSD

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?

System Prerequisites and Installation Steps

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