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.

Call Flow

1. An agent dials to an external number from a WWE desktop. SIP Server receives a TMakeCall request to a Routing Point with the actual destination in user data. WWE adds key-value pairs in the call user data.
2. SIP Server queues the call on the Routing Point and pre-loaded strategy examines the call user data. The strategy instructs SIP Server to perform CPD.

When make-call-cpd-required = true, SIP Server verifies the extension values and identifies that cpd is required for this call. Looks for make-call-cpd-dn configuration on the RP DN for which TRouteCall is received. If available, that DN will be selected. If RP DN configuration is not available, then it will look for make-call-cpd-dn configuration on the SIP Cluster DN. If SIP cluster DN option is not available, then no CPD will be applied and call will be routed to the provided destination. Once found, SIP Server routes the call to the configured trunk group DN. This is similar to the engaging call in ASM mode. SIP Server issues an internal TApplyTreatment request with TreatmentMusic type on the trunk group DN. By this request, standard music configured in the default-music option will be played to agent continuously when outbound call is dialed.

WWE routing based target configuration - 5000, make-call-cpd-dn = 31008 configured on RP DN

1. From WWE, Agent dials to an external number
2. WWE based on routing-based-target functionality translates the destination and submits TMakeCall( 7101, 5000)
3. SIP Server queues the call on RP DN
4. Strategy issues TRouteCall(5000,"+918056141268", ConnID1) with make-call-cpd-required = true and UseDialPlan = agentid in AttributeExtensions.
5. SIP Server sends XS request to FS and collects the agent id of the dialed party.
6. Internally, SIP Server translates the dial destination and routes the call to the Trunk group DN and thus agent is connected with that trunk group DN. This is similar to the engaging call in ASM mode.
7. SIP Server issues a TApplyTreatment(31008, TreatmentMusic, ConnID1) for playing standard music to agent
8. Then SIP Server issues a TMakePredictiveCall(31008, +918056141268) with all default CPD extensions and ivr-profile which needs to be selected.
9. Once caller is connected, SIP Server instructs media server to perform the CPD.This is similar to the outbound call in ASM mode(ConnID2).
10. After CPD is completed, SIP server issues TApplyTreatment with GSIP_APP_ID set to 504, to play the prepared ivr profile. This profile has the #VXML which plays the opt out prompt and collects the user input on it.
11. Now, SIP Server merges both the call by issuing TMergeCall(31008, ConnID2, ConnID1).
12. On the completion of merge call process, agent and caller will be connected.

Feature Configuration

1. Configure a Trunk Group DN for CPD functionality in the SIP Cluster switch. In this Trunk DN, configure an IVR profile that points to the VXML page responsible for an opt out prompt.
2. Set the make-call-cpd-dn option to the Trunk Group DN (created in Step 1) on the Routing Point DN, where TMakeCall requests are quied submitted by agents through Web Worskpace Edition instances.
3. Set the make-call-cpd-required key extension to true in TRouteCall.
4. If required, on the Trunk Group DN, set AnsMachine, FaxDest, and/or SilenceDest keys in the Extensions attribute of TMakePredictiveCall requests. For this feature, a value of connect (in addition to drop) is supported. These keys override respective Application-level configuration options: am-detected, fax-detected, silence-detected.

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.