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Agent Reservation in SIP Cluster

Agent Reservation is a very important concept in SIP Cluster. The Agent Reservation flow is illustrated with the following sample diagram:

AgentReservation1.png

Important
The above diagram is the same as the one shown in the Routing Principles section, with the addition of a new component, the Interaction Server.

In the above sample diagram, there are voice agents and blended agents handling both voice and mutli-media interactions. Agent Reservation must consider both types of agents. The Reservation Server is the SIP Server VQ working in regular mode and not a SIP Cluster. As a result, legacy ways for reserving an agent are supported.

The Interaction Server is connected to all routing Stat Servers and reports agent states to all routing Stat Servers in the environment. All routing Stat Servers are aware of the activities of the multi-media agents. At the same time the Interaction Server is connected all URS instances in the SIP Cluster and this allows the Interaction Server to load balance the routing requests.

Voice Calls

  • Voice or Blended agents are logged in to SIP Cluster.
  • SIP Cluster reports agent location to Stat Server (DC1 or DC2).
  • Each SIP Cluster has its own routing solution: URS, ORS, and Stat Server.
  • Voice calls arriving at a SIP Cluster node are processed by routing components installed for that node.

Multimedia Interactions

  • Interaction Server does not report agent location.
  • Interaction Server reports agent states to all routing Stat Servers.
  • Interaction Server balances its routing requests across all available URS instances.
Important
The VQ SIP Servers are only for agent reservation.

Agent Reservation Server Selection

  • If agent location is known, then SIP Server VQ associated with that particular agent is used.
  • If agent location is unknown, then SIP Server VQ is selected based on priority.
  • Each SIP Server application is assigned with a geo-location.

URS is connected to both VQ SIP Servers. Both can be used for reservation. There neeeds to be a central reservation point. priorities or geo-locations - no contradiction... each agent will be able to select one particular SIP server for reservation.

Agent Reservation Configuration

The geo-location and agent_reservation properties must be specified as follows for the above sample scenario:

Options/[Tserver]: geo-location = DC1 | Options/[__ROUTER__]: agent_reservation=4
Options/[Tserver]: geo-location = DC1
Options/[Default]: agent_reservation = true
Options/[Tserver]: geo-location = DC2 | Options/[__ROUTER__]: agent_reservation=3
Options/[Tserver]: geo-location = DC2
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