SIP Server, Asterisk, Integration and Presence

[fendernando]

Hi, Im installing a SIP Server 8 integrated with an Asterisk Softswitch following Genesys documentation. In the tests the integration seems successful as far as inbound and outbound contact center calls , nevertheless I have a few worries regarding presence when calling directly to an agent. This is the scenario where it happens:

An agent is logged to the SIP Server by means of a softphone and to an Asterisk with an Xlite o Polycom phone. This very same agent is being monitored with ccpulse and his/her status is Ready for next call. If the agent receives a call directly through another phone without using a softphone (softphone as the data link with SIP Server) ccpulse fails to report the status of the agent as busy or any other variant.

Is there a way to solve/avoid this kind of situations or there are just the way the integration works? Thanks in advance for your answers.

Best Regards
FF

[René]

Hi,

I have a very little experience with Asterisk/SIP Server integration but Asterisk should notify SIP Server in described situation. Do you see SUBSCRIBE being sent by SIP Server and confirmed by Asterisk for particular extension in SIP Server's log?

R.

[victor]

[quote author=fendernando link=topic=6504.msg28311#msg28311 date=1309279589]
Hi, Im installing a SIP Server 8 integrated with an Asterisk Softswitch following Genesys documentation. In the tests the integration seems successful as far as inbound and outbound contact center calls , nevertheless I have a few worries regarding presence when calling directly to an agent. This is the scenario where it happens:

An agent is logged to the SIP Server by means of a softphone and to an Asterisk with an Xlite o Polycom phone. This very same agent is being monitored with ccpulse and his/her status is Ready for next call. If the agent receives a call directly through another phone without using a softphone (softphone as the data link with SIP Server) ccpulse fails to report the status of the agent as busy or any other variant.

Is there a way to solve/avoid this kind of situations or there are just the way the integration works? Thanks in advance for your answers.

Best Regards
FF
[/quote]

Hi, we had a very similar problem and the way we dealt with it is by creating a small server that tracked SIP messages and faked the CTI events, otherwise you would have no events going to StatServer, and thus CCP.