Call Survivability For Call Centers - AudioCodes Mediant 3000 User Manual

Enterprise session border controller / voip digital media gateway

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28.9.3 Call Survivability for Call Centers

The device supports call survivability for call centers. When a communication failure (e.g.,

in the network) occurs with the remote voice application server responsible for handling the

call center application (such as IVR), the device routes the incoming calls received from the

customer (i.e., from the TDM gateway) to the call center agents.

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

Figure 28-11: Normal Operation in Call Center Application

User's Manual

Figure 28-12: Call Survivability for Call Center

Mediant 3000

Document #: LTRT-89729