Configuring Call Survivability For Call Centers - AudioCodes Mediant 1000B User Manual

User's Manual
4. In the Inbound Manipulations table (see ''Configuring IP-to-IP Inbound Manipulations''
on page 725), add a manipulation rule for the secondary extensions (e.g., 601 and
602) so that they also register to the device's database under the primary extension
contact (e.g., 600):
•
'Manipulation Purpose': Shared Line
•
Match:
♦
♦
♦
•
Action:
♦
♦
♦

38.5.3 Configuring 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
is dropped.
Figure 38-7: Normal Operation in Call Center Application
Version 7.2
'Request Type': REGISTER
'Source IP Group': IP Group created for the users (e.g., 2)
'Source Username Prefix': Represents the secondary extensions, e.g., 601
and 602
'Manipulated URI': Source (manipulates the source URI)
'Remove From Right': "1" (removes the last digit of the extensions, e.g., 601
is changed to 60)
'Suffix to Add': "0" (adds 0 to the end of the manipulated number, e.g., 60 is
changed to 600)
761 Mediant 1000B Gateway & E-SBC
38. Advanced SBC Features