Remote Agents with Non-provisioned DNs

Important

This article is currently being updated. Note that this article is part of the SIP Server Deployment Guide Supplement to provide feature descriptions introduced in SIP Server 8.1.1 in a continuous manner. Consult the SIP Server documentation set for complete SIP Server functionality.

Starting with version 8.1.102.93, SIP Server adds support for remote agents and agents with nailed-up connections to use external numbers that are not provisioned in the Configuration Database. These external numbers are used to access the agent during the agent session only, thereby limiting the lifetime of the external numbers to a particular agent session. In other words, after the agent is logged out, any associations with that external number are removed. The phone number to be used for the agent session is passed to SIP Server in the TAgentLogin request in AttributeExtensions as a key-value pair with the agent-phone key. AttributeThisDN of that request points to the default DN assigned to the agent.

Important

This feature depends on support from a specific version of Workspace. Currently, only Workspace Web Edition supports this feature. Consult corresponding documentation for the availability of this feature in that component.

Feature Configuration

1. Configure a default DN for a remote agent or an agent with a nailed-up connection on the SIP Server switch, behind the softswitch DN (Voice over IP Service DN with service-type set to softswitch). For the agent DN, set the contact configuration option to an empty value (contact="") or do not add it at all.
2. Configure a Person object for each agent and assign to it the Default Place, which must have a DN. The DN can be a primary office DN. If an agent does not have a primary office DN, then a fake DN or an external number can be used. Do not configure any number different from the default DN that the agent can use during the agent session as an internal DN on the SIP Server switch. Internal DNs include Extension DNs, Routing Point DNs, Trunk Group DNs, ACD Position DNs, ACD Queue DNs, and External Routing Point DNs.
3. If an agent with a nailed-up connection must use a dynamically configured external number, configure the following:
   • Set the line-type option to 1 in the [TServer] section of the agent's Extension DN.
   • (Optional) Set the connect-nailedup-on-login option to gcti::park in the [TServer] section of the agent's Extension DN.
   • Configure other configuration options for a nailed-up agent configuration on the softswitch DN as needed.

AttributeExtensions

Key: agent-phone
Type: String
Request: TAgentLogin

Specifies the phone number to be used for the agent session.

Feature Limitations

• If a dynamically defined number is used for the agent session, the agent can only initiate calls using the agent desktop. 1pcc calls originated from the dynamically defined number are not supported.
• Any number different from the default DN that an agent can use during the agent session must not be configured as an internal DN on the SIP Server switch.
• For agents with nailed-up connections that use a dynamically defined number for the agent session, an establishment of the nailed-up connection by calling into a contact center Routing Point is not supported.
• Hunt Groups in Business Continuity (BC) functionality are not supported by this feature. That is, in the BC deployment, agent logging with a dynamically configured external number to a DN that is a member of the Hunt Group is not supported.