AudioCodes Mediant 4000 SBC User Manual page 582

In normal operation, the device registers the agents in its users registration database. Calls
received from the TDM gateway are forwarded by the device to the application server,
which processes the calls and sends them to specific call center agents, through the
device. Upon a failure with the application server, the device routes the calls from the TDM
Gateway to the agents. The device routes the call to the first available user it founds. If the
call is not answered by the user, the device routes it to the next available user. The SBC
can handle a sequence of up to five users, after which the session is timed out and the call
is dropped.
Figure 29-12: Normal Operation in Call Center Application

To configure call survivability for a call center application:
1. In the IP Groups table (see ''Configuring IP Groups'' on page 349), add IP Groups for
the following entities:
•
TDM Gateway (Server-type IP Group). This entity forwards the customer calls
through the device to the Application server.
•
Application server (Server-type IP Group). This entity processes the call and
sends the call through the device to the specific call center agent located on a
different network (remote).
•
Call center agents (User-type IP Group). You can configure multiple IP Groups to
represent different groups of call center agents, for example, agents and
managers.
2. In the Classification table (see ''Configuring Classification Rules'' on page 491), add
rules to classify incoming calls that are received from the entities listed in Step 1, to IP
Groups.
User's Manual
Figure 29-13: Call Survivability for Call Center
582
Mediant 4000 SBC
Document #: LTRT-40203