Treating incoming calls as inbound

FDS: https://intranet.genesys.com/pages/viewpage.action?spaceKey=RDSIPS&title=%5BFDS%5D+Treat+1pcc+calls+via+trunks+as+external

Starting with version 8.1.103.32 [what version we should mention, because 8.1.103.32 was the faulty one], SIP Server can treat incoming calls from external callers (agents behind SIP trunks) as inbound calls. Previously, if the username in the From header of the initial INVITE request matched the name of the existing DN in the SIP Switch, SIP Server treated that inbound call as an internal call.

Feature Configuration

To enable this feature:

1. Set the enforce-1pcc-inbound option to true.
2. (Optional) Set the internal-call-domains option to a list of IPv4 CIDR blocks or FQDN separated by semicolons (;).

SIP Server feature processing logic

To take advantage of this feature and, if you use the enforce-external-domains option in your environment, Genesys recommends that you gradually transition from using the enforce-external-domains option to using the enforce-1pcc-inbound option.

The enforce-external-domains option has higher priority over the enforce-1pcc-inbound option. If configuration options of the both approaches are applied, SIP Server performs multiple verification of the new incoming call INVITE message.

1. SIP Server verifies the domain part of the From header of the INVITE message against the value of the enforce-external-domains option, as follows:
   • If a match is found in the enforce-external-domains option, SIP Server treats the call as inbound.
   • If a match is not found, the SIP Server proceeds to Step 2.
2. SIP Server verifies the value of the enforce-1pcc-inbound option, as follows:
   • If the value of the enforce-1pcc-inbound option is set to true, the SIP Server proceeds to Step 3.
   • Otherwise, the SIP Server proceeds to Step 5.
3. SIP Server verifies the value of the internal-call-domains option:
   • If the value of the internal-call-domains option is empty, SIP Server treats the call as inbound.
   • If the value of the internal-call-domains option is not empty, SIP Server proceeds to Step 4.
4. SIP Server verifies the Via header of the INVITE message against the value of the internal-call-domains option:
   • If a match is found in the internal-call-domains option, the SIP Server proceeds to Step 5.
   • If a match is not found in the internal-call-domains option, SIP Server treats the call as inbound.
5. SIP Server verifies the username part of the From header in the INVITE message against the internal DNs:
   • If the username part matches an Extension or ACD Position DN, SIP Server treats the call as internal.
   • If the username part matches a Routing Point or Trunk Group DN, SIP Server rejects the call.
   • If a match is not found, SIP Server treats the call as inbound.

Configuration Options

enforce-1pcc-inbound

Setting: TServer section, Application level
Default Value: false
Valid Values: true, false
Changes Take Effect: For the next call

When set to true, SIP Server treats 1pcc/incoming calls from external callers as inbound calls. A caller is considered internal if both conditions are met:

1. A username in the From header matches the Extension DN configured in the SIP Switch.
2. A network address of the caller in the first Via header matches the IPv4 CIDR blocks or FQDN listed in the internal-call-domains option.

If the internal-call-domains option is empty, all received 1pcc calls are treated as inbound calls.

Note: The enforce-external-domains option has higher priority over the enforce-1pcc-inbound option. If a call is received from the address specified in the enforce-external-domains option, this feature is not applied.

internal-call-domains

Setting: TServer section, Application level
Default Value: An empty string
Valid Values: A list of IPv4 CIDR blocks or FQDN separated by semicolons (;). The IP address without a wildcard means the host address—for example, "1.2.3.0" means "1.2.3.0/32".
Changes Take Effect: For the next call

AFTER: If the enforce-1pcc-inbound option is set to true and the internal-call-domains option is set to a list of IP addresses, for the calls arriving from the IP addresses that match the specified list, SIP Server verifies the From header against the list of configured Extension DNs, ACD Positions, Routing Points, and Trunk Group DNs, and classifies the calls as follows:

• If the username in the From header of the initial INVITE request matches an Extension DN or an ACD Position, SIP Server treats the inbound call as internal.
• If the username in the From header of the initial INVITE request matches a Routing Point or Trunk Group DN, SIP Server rejects the call.

All other 1pcc calls are treated as inbound calls. If the option is empty, all 1pcc calls are treated as inbound calls.

BEFORE: If the enforce-1pcc-inbound option is set to true and the internal-call-domains option is set to a list of IP addresses, SIP Server treats 1pcc calls arriving from the addresses that match the specified list as internal calls. All other 1pcc calls are treated as inbound calls. If the option is empty, all 1pcc calls are treated as inbound calls.

Feature Limitations

• IPv6 addresses are not supported in the list of the internal-call-domains option.