Nailed-Up Connection

[DRAFT]

SIP Server can provide a persistent SIP session for agents who require a dedicated connection to the contact center—typically, for TDM agents who are dialing in to the contact center from the PSTN. The agent can make calls, wait for calls, as well as send or accept transfers while maintaining the current SIP connection to the contact center. If a call to the agent DN is released by either the caller or by an agent 3pcc request (TReleaseCall, TSingleStepTransferCall, or TCompleteTransfer), SIP Server does not end the SIP session but, instead, it parks the agent DN on the predefined gcti::park device. The session can be released only after the agent hangs up the phone (1pcc release call).

Notes:

• In Business Continuity deployments, any DN with a statically configured contact must use dr-forward set to no-agent. In practical terms, such a DN is commonly used for a “remote agent”, often in conjunction with the nailed-up connection.
• If a nailed-up connection is established to a DN with no logged in agent, the connection will persist until the call is terminated by the DN.