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.

How SIP Server Establishes the Nailed-Up Connection

SIP Server can set up the nailed-up connection between the remote TDM agent and the contact center using the following methods:

• SIP Server calls the agent to start a session—SIP Server sends the call to a remote TDM agent configured for the nailed-up feature. This applies to the first transfer to the agent, where the initial nailed-up session starts. When the caller releases the call or the agent releases the call using 3pcc, SIP Server parks the agent on Stream Manager, keeping the connection for the call leg to the nailed-up connection.
• The agent calls the contact center to start a session—The remote TDM agent (configured for the nailed-up feature) initiates a call (1pcc) to the contact center.