SIP Cluster: Disable recording and monitoring for manual outbound calls

[FDS: https://intranet.genesys.com/display/RDSIPS/Disable+recording+and+monitoring+for+manual+outbound+call+in+SIP+Cluster]

Starting with release 8.1.103.28, SIP Server can disable recording and monitoring for manual outbound calls in SIP Cluster deployments. This feature is only supported for TMakeCall requests made through a Routing Point and then routed to an external number.

SIP Server has 3 application level options am-detected, fax-detected, silence-detected either set to drop(default value)/connect which decides on how SIP Server should behave when answering machine or fax or silence is detected as CPD result. Also these values can be overridden by specifying the following extensions AnsMachine, FaxDest, SilenceDest in the TMakePredictiveCall request and only value "drop" is supported in extensions.

For this feature, value 'connect' will also be supported in TMPC extension. As the TMPC request will be generated internally the above said extensions needs to be specified in Trunk group DN configuration options with either value 'connect' or 'drop' and having no Default value. If the above said extensions are not configured in the Trunk group then respective application option (either configured or its default) value will be considered. So either if the application level options or trunk group DN options are set to connect, then SIP Server will connect the agent with the outbound call answered party irrespective of the CPD result.

Feature Configuration

1. Set the make-call-cpd-required key extension to true in TRouteCall.
2. Set the make-call-cpd-dn option on the Routing Point DN.

AttributeExtensions

Key: make-call-cpd-required
Type: String
Valid Values: true, false
Request: TRouteCall

Specifies whether SIP Server applies CPD functionality to the specified TRouteCall destination.

• If set to true, SIP Server applies CPD functionality to the specified TRouteCall destination by converting this request to the Active Switching Matrix (ASM) mode call flow.

  Note: Genesys recommends setting the UseDialPlan extension to agentid when make-call-cpd-required is set to true. SIP Server connects an agent with the configured Trunk Group DN and for the specified destination CPD is done through TMakePredictiveCall. Thus, the dial plan will not be required and only an agent ID provided by SIP Feature Server is added to the response.

• If set to false, SIP Server performs the routing request and no CPD functionality is applied.

If this extension is not specified, then CPD functionality is not applied.

Configuration Option

make-call-cpd-dn
Section: [TServer]
Default Value: No default value
Valid Values: Any Trunk Group DN
Changes Take Effect: For the next call

When this option is set to a valid Trunk Group DN, SIP Server invokes Call Progress Detection (CPD) functionality for the call routed to an external number. The call is queued on a Routing Point when a TMakeCall request is made by an agent.

This option can be configured on the Routing Point DN in the SIP Cluster switch. Or, this option can be specified in the SIP Cluster DN (DN with service-type set to sip-cluster-nodes) to apply to all Routing Point DNs under a SIP Cluster switch. The Routing Point DN setting takes precedence over the SIP Cluster DN setting.

Feature Limitations

• This feature supports only Direct Outbound call from Agent to external caller through TMakeCall only.
• Outbound calls to External destination through TLib requests like OneStepConference, InitConference, OneStepTransfer, InitTransfer won't be supported under this feature.
• If Trunk Group is configured with 'call_answer_type_recognition=no_progress_detection', then cpd analysis won't be done but still SIPS generates TApplyTreatment to play the prepared ivr profile. Such configuration in Trunk Group is considered as error/misconfiguration since this feature is meant for providing cpd analysis to outbound calls.