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Unsupported Functionality

[NEW PAGE. REVIEW IN PROGRESS]

The following tabs provide information about functionality that is not yet supported in this release of SIP Cluster Solution.

SIP Cluster

  • Remote Agents
  • Genesys Outbound or Proactive Contact
  • No Call Admission Control (CAC)
  • Technical seat licenses no longer required for SIP Server; licensing may be enforced only with usage-based reporting/LRM
  • Multi-site Supervision
  • Remote Supervision (dial-in to routing strategy)
  • Transport Layer Security (TLS) for SIP signaling
  • Static call recording setting on a DN (the record option)
  • Extensions in TRouteCall for the selective recording
  • TSingleStepConference to gcti::record for the emergency recording
  • Clients to register all DNs
  • Dial plan will allow assigning profiles to agent groups and virtual agent groups.
  • Bulk Registration - one registration for all DNs managed by T-Lib controller - is required (mandates a change on most clients)
  • Loss of functionality associated with config options for "ACD Position" and "Extension" DNs
  • Loss of functionality associated with some config options for Agent Login objects
  • No support for IPv6
  • SIP Cluster does not provide explicit and implicit agent reservation functionality to TLib clients other than URS.
  • Interaction Workspace is the only supported agent desktop application
  • Orchestration Server (ORS)

SIP Server

  • Alternate Routing for Stranded Calls
  • Class of Service
  • Configuration of ACD queues
  • Contact Header Handling options
  • Dial plan (only Feature Server dial plan is supported)
  • Dummy SDP
  • 911 Enable Emergency Gateway
  • Emulated Agents
  • IMS
  • Instant Messaging
  • Interaction preview (before voice call delivered)
  • ISCC types are not supported: (direct-uui, direct-ani, and direct-notoken
  • ISCC Call Overflow
  • Media Server Reliability for NETANN
  • Nailed-up connections
  • NETANN
  • Network Attended Conference
  • P-Access-Network-Info Private Header
  • Personal Greetings for direct calls/transfers (only supported via TRouteCall)
  • Presence from Switches and Endpoints
  • Remote Server Registration
  • Smart OtherDN Handling
  • Trunk Capacity Support
  • Tromboning Control

SIP Proxy

  • DNS SRV resolution is not supported in the first release of SIP Proxy.

Universal Routing

The scope of URS within a SIP Cluster environment is to monitor and control Routing Points only. Therefore, the following T-Library requests are supported:

  • TRegisterAddress (only for Routing Points)
  • TRouteCall
  • TApplyTreatment
  • TSendDTMF
  • TQueryCall
  • TQueryServer
  • TAttachUserData
  • TUpdateUserData
  • TDeleteUserData
  • TDeleteAllUserData
  • TGetAccessNumber
  • TCancelReqGetAccessNumber
  • TReserverAgent
  • TSendEvent
  • TPrivateService

To answer the router requirements, the following deployment is proposed:

URS connects directly to the Session Controller. Only Routing Points and Virtual Queues are registered by URS. Each call is handled by one URS instance only. Each Routing Point can be served by any Session Controller and there is only one URS instance that is registered per Routing Point on each Session Controller instance. Customers will need to work up a design for their routing strategies to take advantage of the different deployment models. This design should be based on the target selection methods used (agent group routing, skills based routing, number of potential target agents and their relationships to their groups, etc.). As a result, the result routing strategies must create or change to divide the routing logic based on the two deployment models above (call segmentation and target selection) and their design strategy.

The basic logic flow using both deployment models would be:

Call enters route point X. This triggers the running of a call segmentation based routing strategy. Once the strategy does the necessary call segmentation/qualification, it would redirect the call to another route point Y Call enters route point Y. This triggers the running of a target selection based routing strategy. Once the strategy does the necessary target selection, it would redirect the call to end agent.

Unsupported functionality:

  • Certain IRD functions and objects, see Routing Limitations
  • Some Predefined Statistics and Predefined Macros
  • Routing to and setting thresholds for non-configured DNs
  • Routing using agent capacity information
  • Strategy for ring-no-answer situations
  • Cost-based routing
  • Agents participating in multiple outbound campaigns
  • Load balancing
  • SCXML-based routing strategy

SIP Feature Server

  • Mailboxes are supported only for users and agent groups
  • Implicit SIP MWI notification is not supported in cluster environment
  • Admin UI: no role-based support
  • High Availability (HA)


Stat Server

Historical Categories are not supported:

  • AverageNumberPerRelativeHour
  • AverageOfCurrentNumber
  • AverageOfCurrentTime
  • ElapsedTimePercentage
  • MinNumber
  • MinTime
  • RelativeNumberPercentage
  • RelativeTimePercentage
  • TotalNumberPerSecond
  • TotalTimeInTimeRange

Current Categories are not supported:

  • CurrentMinTime
  • CurrentNumberInTimeRangePercentage

Custom Categories are not supported:

  • AverageCustomValue
  • MaxCustomValue
  • MinCustomValue
  • CurrentAverageCustomValue
  • CurrentCustomValue
  • CurrentMaxCustomValue
  • CurrentMinCustomValue

Object Types are not supported:

  • Place
  • GroupPlaces
  • Queue
  • Virtual RP
  • StagingArea
  • Routing Strategy
  • Switch
  • Tenant
  • Workbin

Time Profile is not supported:

  • Selection

Subjects are not supported:

  • CampaignAction
  • Action
  • PlaceStatus

DCID is not supported:

  • DCID

Actions are not supported:

  • On regular DN
  • ASM_Engaged and ASM_Outbound
  • All multimedia actions

Routable devices in 8.1.0 not supported:

  • Whole Multimedia support(?)

GIM/ICON

  • ICON does not provide data about:
    • DB DBID, DN properties.
    • LoginID (no longer a switch object)
  • Some changes in IDB regarding to DN and Agent data
  • Different mechanism of PartyID generation

Ensure time synchronization in the deployment.

Interaction Workspace

  • Instant Messaging
  • eServices (all media)
  • Broadcasting - Communication DN is not supported by SIP Cluster Core components.
  • Interaction Workspace SIP Endpoint 8.0
  • Interaction Workspace SIP Endpoint 8.1.x
  • Scalability impact with "options.record-option-locally-only=false"
  • Scalability impact with "general.configuration-update-notification"
  • Team Communicator for Voice Presence






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