XOR – How to Build a Simple Encryption Scheme with inContact

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Have you ever wanted to encrypt a message or word?  One simple way of creating your own encryption algorithm is to use the XOR operation.  The magic of the XOR is that when you XOR two numbers or characters to each other, you will get a new character or number as the result – it is effectively ‘encrypted’.  You can then ‘decrypt’ your results and restore the original value by performing a second XOR to reverse the encryption.

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Will the Real SaaS Solution Please Step Forward?

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Proper SaaS architecture is critical to preventing events such as the recent loss of data from the T Mobile Sidekick Microsoft Danger incident.  This is especially important when data loss is involved.  When you are running a SaaS operation, it is important to realize that the customer is paying for you to do the innovation, for you to keep the system running, for you to ensure that the system is fault tolerant and secure.  This is exactly why SaaS is not hosting.

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SaaS is Working…

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In the state of the company speech at ICUC 09, inContact CEO Paul Jarman made the point that SaaS is working better than ever.  It is not a passing trend.  Here are some of the statistics Paul shared that cheer the praises of SaaS.

The Wall Street Journal said: "Today 10% of total software sales come from on-demand software. Expect that number to rise as penny-pinching CEOs finally realize that SaaS is good for the bottom line."  

Gartner said: "…by 2013, at least 75% of customer service centers will use a form of SaaS."  

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Managing Port Counts

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Ports are the resources needed to process a contact. Voice contacts require voice ports and email contacts require email ports.  An agent who is sitting there, connected to the system but processing no contacts, does not consume a port, but the moment they make an outbound call or receive a call or email or chat,  a port will be needed.

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Telecom Technology – It May Be Older Than You Think

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Many of our modern telecom technologies and devices have a history that goes back further than most of us would imagine and were invented by persons we would never have imagined.  The first automatic telephone switch was the Strowger switch.  It was invented by a man named Almon Brown Strowger, and patented in 1891, who at the time was an undertaker.  His motivation apparently was that his competitor’s wife was a telephone operator and he believed that she was intercepting

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Sending Files with inContact

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When an inContact customer needs to send a file, such as a contact that has been recorded, from an inContact script back to a server on their network, they have more than one option.  They can email the file as an attachment.  They can use the SENDFILE action, which uses the standard FTP protocol to send the file back to an FTP server on their network.  Both Email and SENDFILE actions typically accomplish this task sending one file at a time.  When there are larger volumes of files or very large files being sent, it may be more efficient to use the inContact FTP serve

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G711! G729! Hike! Hike! Hike!

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Lets start with a little technical mumbo jumbo.  Most of the energy of human speech is contained within a bandwidth range of 300-4000 Hz (cycles/second) so when the telephone network processes your voice, the first thing it does is constrain the audio it is processing to that frequency range.   It is now ready to digitize your speech for transmission.  The traditional codec for speech has been U-LawG.711, u

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