Author Topic: SIP Server Nailed-up Connection - Agent Initiated  (Read 5123 times)

Offline rpenney

  • Jr. Member
  • **
  • Posts: 64
  • Karma: 2
SIP Server Nailed-up Connection - Agent Initiated
« on: March 26, 2011, 11:43:41 AM »
Hi,
   Has anyone gotten the Nailed-up connection for remote agents working for SIP Server where the agent initiates the call?
As per usual the Genesys manual is very terse about how to do it. Get call to route point, give short treatment and route the call to the special DN gcti::park.
How does the SIP Server know that the call is for a particular agent?

Thanks
Russell

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7430
  • Karma: 56330
Re: SIP Server Nailed-up Connection - Agent Initiated
« Reply #1 on: March 26, 2011, 01:08:44 PM »
What do you mean? The URS will handle the call flow according to your strategy...so how calls are distributed are based on how you built your strategy

Offline rpenney

  • Jr. Member
  • **
  • Posts: 64
  • Karma: 2
Re: SIP Server Nailed-up Connection - Agent Initiated
« Reply #2 on: March 26, 2011, 08:32:19 PM »
I am talking about the call that the agent makes to initiate the nailed-up connection.

SIP Server allows remote agents via a persistant connection. The connection is established between SIP Server and the agent's phone (usually TDM) and is parked on Stream manager via a special DN gcti::park. When a customer call is distributed to that agent, SIP Server removes the persistant call from gcti::park and "bridges" it to the customer call. When the call is finished the agent does not physically release the call, SIP Server moves the agent leg back to gcti::park, ready for the next customer call.

SIP Server allows 2 types of nailed up connection.
If there is no persistant leg setup when the first call is distributed to the agent, it makes a call to the agent's DN (actually the contact in the annex tab) and uses that leg as the persistant leg.
Otherwise the agent can initiate a call to SIP Server which is the persistant leg.

The second scenario is the one that the manual is very vague on how to setup. Has anyone gotten this to work and how?

Thanks
Russell

Offline ramanjs

  • Newbie
  • *
  • Posts: 17
  • Karma: 0
Re: SIP Server Nailed-up Connection - Agent Initiated
« Reply #3 on: September 27, 2011, 04:05:51 PM »
Hello Russell

Have you got any solution for Setting Nailed-up connection, i also need the same.

If you found anything please send a response i will be very thankful to you.

Regards
Raman

Offline René

  • Administrator
  • Hero Member
  • *****
  • Posts: 1818
  • Karma: 60
Re: SIP Server Nailed-up Connection - Agent Initiated
« Reply #4 on: September 27, 2011, 06:16:59 PM »
Hi Raman,

What details are you looking for? I would say that documentation is quite good for this feature and I've been able to make it work...

R.

Offline ramanjs

  • Newbie
  • *
  • Posts: 17
  • Karma: 0
Re: SIP Server Nailed-up Connection - Agent Initiated
« Reply #5 on: September 28, 2011, 07:14:49 PM »
Hi Rene

Thanks for the Reply, but we are able to register our Mobile as agent but after that call didn't landed on the agent.
We seen the status in Cc Pulse and it's showing as Waiting for Next call.

We have referred the deployment guide of SIP but still getting this problem.

Can you please help me and if you want i can upload the logs

Regards
Raman

Offline René

  • Administrator
  • Hero Member
  • *****
  • Posts: 1818
  • Karma: 60
Re: SIP Server Nailed-up Connection - Agent Initiated
« Reply #6 on: October 04, 2011, 03:19:16 AM »
Hi Raman,

Yes, I need logs to help you.

R.