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Personal Greeting [DRAFT]

[Taken from HLA, Requires revision]

With existing SIP Server, personal greeting can be applied by static provisioning of the called DN or by dynamic request from URS (extension attribute in thr TRouteCall request).

With SIP cluster architecture, there are several concerns about static DN provisioning:

  • This can be difficult to manage with large number of DNs
  • It is unclear whether or not DNs of type Extension will be provisioned in Config Server database
  • Each Session Controller module can manage calls for any DN, and shall therefore be aware of all DNs configuration. This is not scalable approach.

For those reasons, only the TRouteCall method is supported by the SIP cluster. Personal greeting will not be applied to direct calls (not delivered through a routing point).

Personal greeting extensions (‘agent-greeting’ and ‘customer-greeting’) are processed by Session Controller. Media server resource is required in this case.

[From the Misc. Design doc]

SIP Server provides Greeting service to the caller and the agent whenever a new agent answers the call only in the cases when call passed through RoutePoint and greeting parameters were provided in extensions to RequestRouteCall from SIP Server client (URS). Types of the calls and specific call scenarios for which greetings are played can be configured as described in section 3.2.1.

It is possible not to include Greeting time into Agent’s conversation for reporting purposes. SIP Server application can be configured to distribute EventEstablished for the call after greetings were played for that matter. This functionality exists today in a non-cluster environment, and must work in a cluster environment with limitations described below.

Application level options for greetings configuration described in the SIP Server Deployment Guide 8.1 still apply (see below). Agent Login options customer-greeting, agent-greeting are no longer applicable in SIP Cluster environment.

Configuration

In the TServer section of the SIP Server Application, configure the following:

  • greeting-after-merge — Set to true to enable greetings after transfers or conferences.
  • greeting-call-type-filter — Set to internal and/or consult to block greetings for that type of call.
  • greeting-delay-events — Specifies when EventOffHook and EventEstablished events are sent. Set to false to send events before the greeting, true to send events after.
  • greeting-notification — Set to started and/or complete to send notifications.
  • greeting-repeat-once-party — Set to agent to play agent greeting once, or set to customer to play customer greeting once.
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