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Remote Agents Support

SIP Server supports remote agents that use legacy PSTN phones. These agents could be working from their homes, or in a branch office that has simple PSTN connectivity.

SIP Server supports the following functionality for remote agents:

To configure agents to work remotely:

  1. Configure a DN of type ACD Position or Extension for each agent.
  2. In the TServer section of the agent DN, configure the following options:
    • contact—Set this option to the contact URI of the PSTN gateway/SBC or third-party PBX, depending on the agent location.
    • refer-enabled—Set this option to false.
    • dual-dialog-enabled—Set this option to false.
    • reject-call-notready—Set this option to true (recommended, not mandatory).
    • sip-cti-control—Ensure that this option is not configured.

To configure agents with nailed-up connections, refer to the Nailed-up Connections for Agents topic.

For general information about creating endpoints, refer to the Configuring Endpoints section in the SIP Server Deployment Guide.

Feature Limitations

Due to the specifics of gateway behavior in performing SIP REFER methods, support for remote agents has some limitations. In order to use remote agents, you must perform one of the two following steps:

  • Provision customers and remote agents to use physically separate gateways (otherwise, calls from agents to customers take shortcuts within gateways, which means that SIP Server loses track of the call and therefore cannot perform call control). Even in this configuration, direct calls between two remote agents on the same gateway are not visible to SIP Server.
  • Disable the SIP REFER method for the gateways where the remote agents are located. This enables SIP Server to see agent-to-customer and agent-to-agent calls.

Remote Agents with Non-provisioned DNs

[FDS: https://intranet.genesys.com/display/RDSIPS/%5BFDS%5D+Remote+agent+with+non-provisioned+number]

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.

The contact option is for the agent DN. The option must be empty (contact="") or it must not be added at all. When an agent (configured with a Default Place and there is a default DN in the Place) logs into Workspace Web Edition and provides her or his phone number, Workspace sends RequestAgentLogin to SIP Server containing the ThisDN attribute, which is the default DN in the Place, and the Extensions attribute containing the agent-phone key, which is the phone number provided by the agent.

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.
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