Deploying a Remote Agent deployment - GIR Interoperability

Overview

This document outlines the GIR interoperability requirements for supporting SIP Server Remote Agents for specific switches.

In order for GIR to provide product support for the SIP Server Remote Agent Deployments for specific switches, there are a few design guidelines that the deployment must adhere to as outlined in the following sections. Solution team that validates the SIP Server Remote Agent Deployment must also produce a Test Report for GIR interoperability to ensure that the solution will be compatible with GIR.

Quality Management and Interaction Analytics interoperability is TBD.

Scope

The scope of this document applies to deployments that contains only SIP Server and no T-Server. Deployments with T-Server are not included in the scope of this document and is consider not supported by this document.

Deployment Model

In a Remote Agent deployment, agent devices will be managed through a 3rd party switch. SIP Server is responsible for managing the agent login and route calls to agents to the extension DN. The extension DN in this type of model is not going to be the SIP device directly, but rather it is managed by a 3rd party switch. From SIP Server perspective, the 3rd party switch acts just like the device itself, which allows SIP Server to bridge the call through MCP to perform active recording.

In this deployment model, all TEvent generated by SIP Server should work just like a regular SIP Server. As GIR is dependent on ICON DB for collecting party events and attached data, having the full set of TEvents will allow GIR to be compatible with remote agent deployment.