Configuring Call Survivability For Call Centers - AudioCodes Mediant 800 User Manual

CHAPTER 37 Advanced SBC Features
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To configure BroadSoft's Shared Line feature:
1. In the IP Groups table (see
BroadWorks server.
2. In the IP Groups table, add a User-type IP Group for the IP phone users and set the 'SBC
Client Forking Mode' parameter to Parallel so that the device forks incoming calls to all
contacts under the same AOR registered in the device's registration database.
3. In the IP-to-IP Routing table (see
routing calls between the above configured IP Groups.
4. In the Inbound Manipulations table (see
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:
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● Action:
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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.
The device enables outgoing calls from all equipment that share the same line
simultaneously (usually only one simultaneous call is allowed per a specific shared
line).
You can configure whether REGISTER messages from secondary lines are
terminated on the device or forwarded transparently (as is), using the
SBCSharedLineRegMode parameter.
The LED indicator of a shared line may display the wrong current state.
Configuring IP
'Request Type': REGISTER
'Source IP Group': IP Group that you created for the users (e.g., 2)
'Source Username Pattern': 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)
Mediant 800 Gateway & E-SBC | User's Manual
Groups), add a Server-type IP Group for the
Configuring SBC IP-to-IP Routing
Configuring IP-to-IP Inbound
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Rules), add a rule for
Manipulations), add a