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No-Answer Supervision: After Routing Timeout Action

[Iteration 98] FDS: https://intranet.genesys.com/display/RDSIPS/%5BFDS%5D+After+routing+timeout+action+in+Multisite

[Approved. Iteration 76] FDS: https://intranet.genesys.com/display/RDSIPS/%5BFDS%5D+After+routing+timeout+action


Starting with SIP Server release 8.1.102.01, you can define SIP Server's default action for setting the state of an agent who was not able to answer the routed call before the after-routing-timeout expired. Enable this feature with the new configuration option, after-routing-timeout-action or the AFTER_ROUTING_TIMEOUT_ACTION key in AttributeExtensions of TRouteCall.

Use the agent-no-answer-timeout option with the corresponding action specified by the agent-no-answer-action option to control direct calls to an agent.

Important
Using No-Answer Supervision when the divert-on-ringing configuration option is set to false does not require the value of no-answer timeout options to be smaller than the value of the after-routing-timeout option. The value of no-answer timeout options can be bigger than the value of the after-routing-timeout option.

Support in Multi-Site Deployments

Starting with SIP Server release 8.1.102.xx, this feature is supported in multi-site deployments but only if SIP Server stays in the signalling path (the oosp-transfer-enabled configuration option is set to false).

If SIP Server goes out of the signalling path, then:

  • If a 302 Moved Temporary message is used, then the call is diverted from the Routing Point immediately when SIP Server sends the 302 Moved Temporary message. There is no more control left to the strategy and as a result divert-on-ringing=false does not apply.
  • If a REFER method is used and the after-routing-timeout timer expires, then SIP Server cannot cancel the REFER and does not have any means to execute the timer expiration at a SIP level.

As a result, After Routing Timeout Action cannot be applied in those scenarios as well.

Feature Configuration

To enable the feature, either configure the after-routing-timeout-action option at the SIP Server Application level, or set (in a routing strategy) the AFTER_ROUTING_TIMEOUT_ACTION key extension in TRouteCall. The key extension setting takes priority.

after-routing-timeout-action

Section: [TServer]
Default Value: none
Valid Values:

  • none—SIP Server takes no action.
  • notready—When an agent is logged in to a routing destination that does not answer the call, SIP Server sets this agent to NotReady state.
  • logout—When an agent is logged in to a routing destination that does not answer the call, SIP Server logs this agent out.

Changes Take Effect: For the next call

Defines SIP Server's default action if the after-routing-timeout expires. If after-routing-timeout is disabled (set to 0), then SIP Server ignores the after-routing-timeout-action value.

When you set this option to a valid non-default value, it takes priority over the agent-no-answer-action and no-answer-action parameters, which are not applied to an agent logged in to a routing destination if the after-routing-timeout expires. In addition, neither of the following parameters are applied if the after-routing-timeout is in progress: agent-no-answer-overflow, no-answer-overflow, or extn-no-answer-overflow.


after-routing-timeout

Section: [TServer]
Default Value: 10
Valid Values: Any integer
Changes Take Effect: For the next call

Specifies the length of time, in seconds, that SIP Server waits before diverting the call from the Routing Point DN to the destination DN after TRouteCall was processed. When the call is not diverted before the specified value, the EventError message is issued. It will contain the Reference ID of the TRouteCall request.
Set the value of the option to 0 (zero) to disable this functionality.

AttributeExtensions

Key: AFTER_ROUTING_TIMEOUT_ACTION
Type: String
Values:

  • none—SIP Server takes no action.
  • notready—When an agent is logged in to a routing destination that does not answer the call, SIP Server sets this agent to NotReady state.
  • logout—When an agent is logged in to a routing destination that does not answer the call, SIP Server logs this agent out.

Requests: TRouteCall

If set, the value of this key overrides any value set in the after-routing-timeout-action configuration option for the current call.

Feature Limitations

  • After routing timeout action is not supported at destinations where there are no agents logged in.
  • After routing timeout action is not supported for multi-site call routing.
  • After routing timeout action is not supported for Shared Call Appearance or Hunt Groups.
  • [TBD] When SIP Server is operating in Cluster mode, if a DN specified by the no-response-dn option...
  • In case of a switchover, the after-routing-timeout timer is restarted at the new primary SIP Server.
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