framework 8.1 sip server deployment guide · document version: 81fr_dep-sip_09-2018_v8.1.101.50....

Framework 8.1

SIP Server

Deployment Guide

The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.

Copyright 20042018 Genesys Telecommunications Laboratories, Inc. All rights reserved.

About GenesysGenesys powers 25 billion of the world's best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Go to www.genesys.com for more information.Each product has its own documentation for online viewing at the Genesys Documentation website or on the Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.

NoticeAlthough reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions.

Your Responsibility for Your Systems SecurityYou are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.

TrademarksGenesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders.The Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com.

Technical Support from VARsIf you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.

Customer Care from GenesysIf you have purchased support directly from Genesys, please contact Genesys Customer Care. Before contacting Customer Care, please refer to the Genesys Care Support Guide for On-Premises for complete contact information and procedures.

Ordering and Licensing InformationComplete information on ordering and licensing Genesys products can be found in the Genesys Licensing Guide.

Released byGenesys Telecommunications Laboratories, Inc. www.genesys.com

Document Version: 81fr_dep-sip_09-2018_v8.1.101.50

http://www.genesys.comhttp://genesys.com/customer-carehttp://www.genesys.com/customer-care/support-processeshttps://docs.genesys.com/Documentation/System/8.5.x/GenLic/Welcomehttp://www.genesys.com

SIP ServerDeployment Guide 3

Table of ContentsList ofProcedures ................................................................................................................. 15

Preface ................................................................................................................. 17About SIP Server..................................................................................... 17Intended Audience................................................................................... 18

Reading Prerequisites ........................................................................ 18Making Comments on This Document .................................................... 18Contacting Genesys Customer Care....................................................... 19Document Change History ...................................................................... 19

New in Document Version 8.1.101.50 ................................................ 19New in Document Version 8.1.101.45 ................................................ 20New in Document Version 8.1.101.44 ................................................ 20New in Document Version 8.1.101.40 ................................................ 20New in Document Version 8.1.101.35 ................................................ 21New in Document Version 8.1.101.30 ................................................ 22New in Document Version 8.1.101.25 ................................................ 23New in Document Version 8.1.101.22 ................................................ 24New in Document Version 8.1.101.18 ................................................ 25New in Document Version 8.1.101.14 ................................................ 26New in Document Version 8.1.101.10 ................................................ 27New in Document Version 8.1.101.05 ................................................ 27New in Document Version 8.1.101.00 ................................................ 28New in Document Version 8.1.003.08 ................................................ 28

Part 1 SIP Server Deployment............................................... 31New in This Release................................................................................ 31

New in Release 8.1.1.......................................................................... 32New in Release 8.1.0.......................................................................... 37

Chapter 1 SIP Server Fundamentals .................................................................... 41Overview.................................................................................................. 41SIP Server Architecture ........................................................................... 42

SIP Server Deployment Modes .......................................................... 42Media Server Deployment Architecture .............................................. 45

Table of Contents

4 Framework 8.1

Redundant SIP Servers (High Availability) .............................................. 46Load Balancing........................................................................................ 46Multi-Threaded Architecture .................................................................... 47Multi-Site Support .................................................................................... 48Next Steps ............................................................................................... 49

Chapter 2 SIP Server General Deployment.......................................................... 51Prerequisites............................................................................................ 51

Software Requirements ...................................................................... 52Hardware and Network Environment Requirements........................... 53Licensing Requirements ..................................................................... 54About Configuration Options............................................................... 56

Network Considerations .......................................................................... 56Voice Quality....................................................................................... 57Bandwidth Requirements.................................................................... 57Remote Agent Configuration .............................................................. 58

Deployment Sequence ............................................................................ 59Deployment of SIP Server ....................................................................... 59

Configuration of Telephony Objects .................................................... 59Configuration of SIP Server ................................................................ 61Installation of SIP Server .................................................................... 63

Next Steps ............................................................................................... 65

Chapter 3 Starting and Stopping SIP Server ....................................................... 67Command-Line Parameters .................................................................... 67Starting and Stopping with the Management Layer ................................. 69Starting with Startup Files ........................................................................ 70Starting Manually ..................................................................................... 71Verifying Successful Startup .................................................................... 72Stopping Manually ................................................................................... 73Starting and Stopping with Windows Services Manager ......................... 74Next Steps ............................................................................................... 74

Chapter 4 SIP Devices Support ............................................................................ 75Overview.................................................................................................. 75

About Trunk and Trunk Group DNs .................................................... 77Configuring Devices and Services........................................................... 78

Configuring ACD Queues ................................................................... 79Configuring MCUs .............................................................................. 79Configuring Endpoints......................................................................... 80Configuring Gateways ........................................................................ 83Configuring Music Servers.................................................................. 85


Table of Contents

Configuring Routing Points ................................................................. 87Configuring Softswitches .................................................................... 87Configuring an Application Service..................................................... 89Configuring a Recording Service ........................................................ 90Configuring a Treatment Service ........................................................ 92Configuring an MSML Service ............................................................ 93

Configuring Agent Logins ........................................................................ 94Configuring Stream Manager................................................................... 94

Location of Media Files....................................................................... 95Load Balancing of Media Services ..................................................... 95Determining Codecs ........................................................................... 95

Configuring Genesys Media Server......................................................... 95About Genesys Media Server............................................................. 95SIP Server and Media Server Integration ........................................... 97Genesys Media Server Integration ..................................................... 97

Chapter 5 SIP Server Feature Support............................................................... 101ACD Queue ........................................................................................... 103

How It Works..................................................................................... 103Feature Configuration ....................................................................... 104Feature Limitation ............................................................................. 104

Advice of Charge ................................................................................... 105How It Works..................................................................................... 105Feature Configuration ....................................................................... 106

Alternate Ringtones ............................................................................... 106How It Works..................................................................................... 106How the Alert-Info Header is Built..................................................... 107Other Uses for the Alert-Info Header ................................................ 108Feature Configuration ....................................................................... 109

Alternate Routing................................................................................... 109Alternate Routing for Stranded Calls ................................................ 110Alternate Routing for Unresponsive DNs.......................................... 112Alternate Routing for Unresponsive URS/ORS ................................ 113Alternate Routing for Calls to an External Destination...................... 116

Application Failure Detection................................................................. 116How Failure Detection Works ........................................................... 117Feature Configuration ....................................................................... 117Feature Limitation ............................................................................. 117

Associating an ACD Queue with a Routing Point.................................. 118Asterisk Voice Mail Integration .............................................................. 118

Genesys Voice Mail Configuration Adapter for Asterisk ................... 119Message Waiting Indicator Functionality .......................................... 119Feature Configuration ....................................................................... 120

Automatic Inactive Agent Logout........................................................... 121Feature Configuration ....................................................................... 121

Table of Contents

6 Framework 8.1

Call Completion Features ...................................................................... 121How It Works..................................................................................... 122Feature Configuration ....................................................................... 122Feature Limitation ............................................................................. 123

Call Divert Destination ........................................................................... 123Feature Configuration ....................................................................... 123Feature Limitations ........................................................................... 123

Caller Information Delivery Content for AT&T Trunks............................ 124Call Park/Retrieve.................................................................................. 126

How It Works..................................................................................... 126Feature Configuration ....................................................................... 127Feature Limitations ........................................................................... 127

Call Pickup............................................................................................. 127Feature Configuration ....................................................................... 128Feature Limitation ............................................................................. 128

Call RecordingNETANN-Based ......................................................... 128Regular Call Recording..................................................................... 128Feature Configuration ....................................................................... 130Emergency (Manual) Call Recording................................................ 131

Call RecordingMSML-Based.............................................................. 132About Genesys Media Server........................................................... 132How Call Recording Works ............................................................... 132Feature Configuration ....................................................................... 140

Call RecordingGeo-location ............................................................... 143Inbound Call Scenarios..................................................................... 143Outbound Call Scenarios.................................................................. 143Feature Limitation ............................................................................. 144

Call Release Tracking............................................................................ 144DN-Based Reporting......................................................................... 145Feature Configuration ....................................................................... 145

Call Supervision..................................................................................... 145Overview........................................................................................... 146Call Supervision Configuration ......................................................... 151Feature Limitations ........................................................................... 156Multi-Site Supervision ....................................................................... 157Remote Supervision ......................................................................... 160

Call Transfer and Conference................................................................ 169Conference Calls .............................................................................. 172Consultation Transfers and Conferences ......................................... 178Feature Limitations ........................................................................... 180

Class of Service..................................................................................... 181Outbound Dialing Rules.................................................................... 181Ring-Through Rules.......................................................................... 188Feature Configuration ....................................................................... 189

Consolidated Error Response ............................................................... 192


Table of Contents

How It Works..................................................................................... 192Feature Configuration ....................................................................... 193

Control of SIP Response Code from within Routing Strategy ............... 194Feature Configuration ....................................................................... 194

Customizing Music on Hold and in Queue ............................................ 196Playing Music to Calls on Hold ......................................................... 196Playing Music to Calls in Queue ....................................................... 200

Customizing SIP Header Formats ......................................................... 200Enabling Additional Parameters in Request-URI.............................. 200Enabling Server and User-Agent Headers ....................................... 202Contact Header Handling Options .................................................... 203Diversion Header .............................................................................. 205Early Media Private Header.............................................................. 210Private Headers ................................................................................ 211

Dial Plan ................................................................................................ 212Dial Plan Configuration Overview ..................................................... 213Dial Plan Call Flow............................................................................ 214The Dial-Plan Rule............................................................................ 216About Privilege Levels ...................................................................... 222Feature Configuration ....................................................................... 222Dial Plan For Multi-Site Calls ............................................................ 232Feature Limitations ........................................................................... 233

DNS Name Resolution .......................................................................... 233How It Works..................................................................................... 233Example............................................................................................ 234Feature Configuration ....................................................................... 235

DTMF Clamping in a Conference .......................................................... 235Activating DTMF Clamping ............................................................... 236DTMF Clamping in Recordings......................................................... 237Feature Limitations ........................................................................... 237

DTMF Tones Generation ....................................................................... 237DTMF Parameters for Play Application Treatments ......................... 238Feature Configuration ....................................................................... 238

Dummy SDP.......................................................................................... 239How It Works..................................................................................... 239Feature Configuration ....................................................................... 240

E911 Emergency Gateway .................................................................... 241Feature Configuration ....................................................................... 241

Early Media for Inbound Calls ............................................................... 248Feature Configuration ....................................................................... 249Feature Limitations ........................................................................... 249

Emulated Agents ................................................................................... 250Business-Call Handling..................................................................... 250Emulated Agents Support ................................................................. 251

Table of Contents

8 Framework 8.1

Endpoint Service Monitoring.................................................................. 254Passive Out-of-Service Detection..................................................... 255Active Out-of-Service Detection........................................................ 256

Failed Route Notification ....................................................................... 257High-Availability Considerations ....................................................... 257Feature Configuration ....................................................................... 258

Find Me Follow Me ................................................................................ 258Feature Configuration ....................................................................... 259Feature Limitations ........................................................................... 259

Genesys Voicemail ................................................................................ 259HTTP Live Streaming ............................................................................ 260HTTP Monitoring Interface .................................................................... 261Hunt Groups .......................................................................................... 261

How It Works..................................................................................... 261Feature Configuration ....................................................................... 262Feature Limitations ........................................................................... 263

IMS Integration ...................................................................................... 264Genesys Contact Center in the IMS Network ................................... 264Feature Configuration ....................................................................... 265

Instant Messaging ................................................................................. 266Instant Messaging Transcript ............................................................ 266Supported Call Operations ............................................................... 267Instant Messaging For Multi-Site Calls ............................................. 271Feature Configuration ....................................................................... 272Feature Limitations ........................................................................... 273

IPv6 Support.......................................................................................... 273Feature Configuration ....................................................................... 274High-Availability Considerations ....................................................... 274Feature Limitations ........................................................................... 275

Keep Alive for TCP Connections ........................................................... 275Mapping Treatment Errors..................................................................... 276

Feature Configuration ....................................................................... 277Mapping SIP Headers and SDP Messages........................................... 277

From SIP Messages to T-Library Messages..................................... 281From T-Library Messages to SIP Messages..................................... 288SDP Message Mapping .................................................................... 291Dynamic DN Replacement ............................................................... 291SIP Headers Encoding ..................................................................... 291

Masking Sensitive Data in SIP Messages ............................................. 292Media Server ReliabilityNETANN/MSML ........................................... 292

How SIP Server Detects a Media Server Failure.............................. 293Reliability for Conference Calls......................................................... 293Reliability for Supervisor Features.................................................... 294Reliability for Voice Call Recording................................................... 294


Table of Contents

Media Server ReliabilityNETANN.................................................. 294Media Server ReliabilityMSML ...................................................... 295Feature Configuration ....................................................................... 295Feature Limitation ............................................................................. 295

Modifying the From Header in SIP INVITE............................................ 296Multi-Threaded Logging......................................................................... 296


Music and Announcements ................................................................... 299Announcement Treatments on Routing Points ................................. 299Music Treatments on Routing Points ................................................ 301Other Treatments on Routing Points................................................. 302Feature Limitation ............................................................................. 302

Nailed-Up Connections.......................................................................... 303Establishing the Nailed-Up Connection ............................................ 303Disconnecting the Nailed-Up Connection ......................................... 306Feature Configuration ....................................................................... 306Feature Limitations ........................................................................... 307

Network Asserted Identity...................................................................... 308How the Mechanism Works .............................................................. 308How SIP Server Supports the Mechanism........................................ 309Inbound Calls.................................................................................... 310Outbound Calls ................................................................................. 312Internal Call (CLIR) ........................................................................... 313Feature Configuration ....................................................................... 314Feature Limitations ........................................................................... 315

Network Attended Transfer.................................................................... 315How It Works..................................................................................... 316Feature Configuration ....................................................................... 317Feature Limitations ........................................................................... 318

No-Answer Supervision ......................................................................... 318Business and Private Calls ............................................................... 318Agent No-Answer Supervision.......................................................... 319Extension No-Answer Supervision ................................................... 320Position No-Answer Supervision ...................................................... 321Device-Specific Overrides................................................................. 321Extension Attributes for Overrides for Individual Calls...................... 321Feature Limitations ........................................................................... 322

Outbound IP Solution Integration .......................................................... 322SIP Server Features for Outbound IP Solution................................. 323Feature Configuration ....................................................................... 327Feature Limitations ........................................................................... 328

Overload Control ................................................................................... 329How Overload Control Works ........................................................... 329Feature Configuration ....................................................................... 332

Table of Contents

10 Framework 8.1

P-Access-Network-Info Private Header................................................. 335Personal Greetings................................................................................ 335

VXML Support for Agent Greeting .................................................... 337Disabling Media Before Greeting...................................................... 339Recording an Agent Greeting ........................................................... 340

Presence from Switches and Endpoints................................................ 341Subscription to SIP Server................................................................ 341SIP Server Subscription to Endpoints Behind a Switch .................... 342Endpoint Sends PUBLISH Requests to SIP Server.......................... 343Agent Login and State Update on SIP Phones................................. 344Presence Integration with Microsoft Office Communications Server

2007.............................................................................................. 347Preview Interactions .............................................................................. 353

Preview Interaction for IM ................................................................. 353Providing a Caller ID.............................................................................. 354Providing Call Participant Info ............................................................... 354

Feature Configuration ....................................................................... 356Feature Limitations ........................................................................... 356

Providing Origination DN Name and Location in EventRinging............. 356Feature Configuration ....................................................................... 359

Quality of Service .................................................................................. 359Remote Agents...................................................................................... 360

Remote Agents with Non-provisioned DNs....................................... 361Remote Media on Genesys SIP Endpoint SDK 8.0............................... 362

Feature Configuration ....................................................................... 362Remote Server Registration .................................................................. 363Remote Talk........................................................................................... 363Secure SIP Signaling............................................................................. 363Sending Outgoing INVITEs with Multipart Body .................................... 365SIP Authentication ................................................................................. 367


SIP Proxy Support ................................................................................. 369Feature Configuration ....................................................................... 369

SIP Traffic Monitoring ............................................................................ 370How it Works..................................................................................... 370Feature Configuration ....................................................................... 371Feature Limitations ........................................................................... 371

Shared Call Appearance ....................................................................... 372How It Works..................................................................................... 372Feature Configuration ....................................................................... 375Feature Limitations ........................................................................... 377

Smart OtherDN Handling....................................................................... 378Supported Requests ......................................................................... 378


Table of Contents

Feature Configuration ....................................................................... 379Feature Limitation ............................................................................. 379

SRV Address Support in Contact and Record-Route Headers ............. 380Feature Configuration ....................................................................... 380Feature Limitations ........................................................................... 381

Transport Layer Security for SIP Traffic................................................. 381About TLS......................................................................................... 381Feature Configuration ....................................................................... 382

Tromboning Control ............................................................................... 383Duplicated DN Names ...................................................................... 383Bounced Calls Between T-Servers ................................................... 384Feature Configuration ....................................................................... 384

Trunk Capacity Control .......................................................................... 385Feature Configuration ....................................................................... 387

Trunk Optimization for Multi-Site Transfers ........................................... 389ISCC Path Optimization.................................................................... 392Feature Configuration ....................................................................... 392Feature Limitation ............................................................................. 392

User to User Information (UUI).............................................................. 393Video Blocking....................................................................................... 394

Feature Configuration ....................................................................... 395Feature Limitation ............................................................................. 395

Video Support........................................................................................ 395Push Video........................................................................................ 396Other Supported Scenarios .............................................................. 397Feature Configuration ....................................................................... 398

Working with Multiple Devices............................................................... 399Device Selection Procedure ............................................................. 399Selection Based on Geo-Location .................................................... 402Geo-Location Support by GVP ......................................................... 405Geo-Location for MSML-Based Services: Strict Matching................ 406

Genesys Voice Platform Integration ...................................................... 409Active-Active Resource Managers.................................................... 409Genesys Media Server ..................................................................... 416GVP Integration Limitation ................................................................ 416

Chapter 6 T-Library Functionality Support........................................................ 417Using T-Library Functions...................................................................... 417Using the Extensions Attribute .............................................................. 426Error Messages ..................................................................................... 441Known Limitations ................................................................................. 445

Third-Party EquipmentKnown Limitations ..................................... 446

Table of Contents

12 Framework 8.1

Chapter 7 SIP Server Configuration Options .................................................... 447Application-Level Options...................................................................... 447

TServer Section ................................................................................ 447UPDATE, INVITE, INFO, and REFER Sections ............................... 553Log Section....................................................................................... 554Multi-Site Support Section ................................................................ 555overload Section ............................................................................... 555SIP Error Map Section ...................................................................... 555

Agent LoginLevel and DN-Level Options ............................................ 557AuthClient Section ............................................................................ 557TServer Section ................................................................................ 557

GVP Integration Options........................................................................ 628Reserved Options.................................................................................. 628Changes from Release 8.0 to Release 8.1............................................ 630

Part 2 T-Server Common Functions and Procedures....... 639New for All T-Servers in 8.1................................................................... 639

Chapter 8 T-Server Fundamentals...................................................................... 641Learning About T-Server ....................................................................... 641

Framework and Media Layer Architecture........................................ 641T-Server Requests and Events ......................................................... 643

Advanced Disconnect Detection Protocol ............................................. 647Redundant T-Servers ............................................................................ 648Multi-Site Support .................................................................................. 651Agent Reservation ................................................................................. 651Client Connections ................................................................................ 652

Chapter 9 Multi-Site Support............................................................................... 655Multi-Site Fundamentals........................................................................ 655ISCC Call Data Transfer Service ........................................................... 657

ISCC Call Flows................................................................................ 658ISCC Transaction Types ................................................................... 664T-Server Transaction Type Support .................................................. 671Transfer Connect Service Feature.................................................... 675

ISCC/Call Overflow Feature .................................................................. 676Number Translation Feature.................................................................. 680

Number Translation Rules ................................................................ 681Network Attended Transfer/Conference Feature................................... 688Event Propagation Feature.................................................................... 690

User Data Propagation ..................................................................... 690Party Events Propagation ................................................................. 692


Table of Contents

Switch Partitioning ............................................................................ 692ISCC Path Optimization.................................................................... 694Event Propagation Configuration ...................................................... 696

ISCC Transaction Monitoring Feature ................................................... 698Configuring Multi-Site Support............................................................... 699

Applications ...................................................................................... 699Switches and Access Codes ............................................................ 701DNs................................................................................................... 707Configuration Examples.................................................................... 711

Chapter 10 Common Configuration Options....................................................... 713Setting Configuration Options................................................................ 713Mandatory Options ................................................................................ 714log Section............................................................................................. 714

Log Output Options........................................................................... 720Examples .......................................................................................... 725Debug Log Options........................................................................... 726

log-extended Section............................................................................. 728log-filter Section..................................................................................... 730log-filter-data Section............................................................................. 731security Section ..................................................................................... 731sml Section ............................................................................................ 731common Section.................................................................................... 733

Chapter 11 T-Server Common Configuration Options ....................................... 735Setting Configuration Options................................................................ 735Mandatory Options ................................................................................ 736TServer Section..................................................................................... 736license Section ...................................................................................... 741agent-reservation Section...................................................................... 744extrouter Section ................................................................................... 745

ISCC Transaction Options ................................................................ 748Transfer Connect Service Options.................................................... 752ISCC/COF Options ........................................................................... 753Event Propagation Options ............................................................... 755Number Translation Option............................................................... 756GVP Integration Option..................................................................... 756

backup-sync Section ............................................................................. 756call-cleanup Section .............................................................................. 758Translation Rules Section...................................................................... 759security Section ..................................................................................... 760Timeout Value Format ........................................................................... 760Changes from Release 8.0 to 8.1.......................................................... 761

Table of Contents

14 Framework 8.1

Supplements Related Documentation Resources ................................................... 763

Document Conventions ...................................................................... 765

Index ............................................................................................................... 767


List of ProceduresConfiguring SIP Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Installing SIP Server on UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Installing SIP Server on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Verifying the installation of SIP Server . . . . . . . . . . . . . . . . . . . . . . . . . . 65Configuring SIP Server to start with the Management Layer . . . . . . . . . 69Starting SIP Server on UNIX with a startup file . . . . . . . . . . . . . . . . . . . 70Starting SIP Server on Windows with a startup file . . . . . . . . . . . . . . . . 71Starting SIP Server on UNIX manually. . . . . . . . . . . . . . . . . . . . . . . . . . 72Starting SIP Server on Windows manually. . . . . . . . . . . . . . . . . . . . . . . 72Stopping SIP Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . 73Stopping SIP Server on Windows manually . . . . . . . . . . . . . . . . . . . . . . 73Configuring an ACD Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Configuring an MCU. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Configuring endpoints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Configuring a gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Configuring a Music Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Configuring Routing Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Configuring softswitches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Configuring an application service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Configuring a recording service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Configuring a treatment service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Configuring an MSML Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Configuring remote supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Configuring a COS DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Controlling SIP Response Codes from a Routing Strategy . . . . . . . . . 195Configuring a Dial-Plan DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224Configuring Class of Service for a Dial Plan. . . . . . . . . . . . . . . . . . . . . 225Including additional dial plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227Assigning the dial plan to a device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228Assigning COS to a device. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

List of Procedures

16 Framework 8.1

Assigning the dial plan and COS globally. . . . . . . . . . . . . . . . . . . . . . . 230Using SIP Feature Server Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . 231Creating the EGW DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243Creating a dial-plan DN for the ANI to CBN conversion . . . . . . . . . . . . 244Assigning the EGW DN to the ANI-to-CBN dial plan . . . . . . . . . . . . . . 245Creating a dial-plan DN for the CBN to ANI conversion . . . . . . . . . . . . 245Configuring the call path (DID not allowed) . . . . . . . . . . . . . . . . . . . . . 246Installing and Configuring the Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . 246Enabling presence subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342Setting the geo-location for a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403Activating Transfer Connect Service . . . . . . . . . . . . . . . . . . . . . . . . . . 675Configuring Number Translation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 687Activating Event Propagation: basic configuration . . . . . . . . . . . . . . . . 696Modifying Event Propagation: advanced configuration . . . . . . . . . . . . 697Configuring T-Server Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 700Configuring Default Access Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . 701Configuring Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 702Configuring access resources for the route transaction type . . . . . . . . 707Configuring access resources for the dnis-pool transaction type . . . . . 708Configuring access resources for direct-* transaction types . . . . . . . . 709Configuring access resources for ISCC/COF. . . . . . . . . . . . . . . . . . . . 709Configuring access resources for non-unique ANI . . . . . . . . . . . . . . . . 710Modifying DNs for isolated switch partitioning . . . . . . . . . . . . . . . . . . . 710


PrefaceWelcome to the Framework 8.1 SIP Server Deployment Guide. This document introduces you to the concepts, terminology, and procedures relevant to T-Servers in general and provides detailed reference information about SIP Server. The information includes, but is not limited to, configuration options, limitations, and switch-specific functionality. You must configure the configuration objects and options described in this document in the Framework Configuration Layer. Use this document only after you have read through the Framework 8.1 Deployment Guide, and the Release Note for SIP Server. This document is valid only for the 8.1 release of this product.

This preface contains the following sections: About SIP Server, page 17 Intended Audience, page 18 Making Comments on This Document, page 18 Contacting Genesys Customer Care, page 19 Document Change History, page 19For information about related resources and about the conventions that are used in this document, see the supplementary material starting on page 763.

About SIP ServerSIP Server is the Genesys software component that provides an interface between your telephony hardware and the rest of the Genesys software components in your enterprise. It translates and keeps track of events and requests that come from, and are sent to the telephony device. SIP Server is a TCP/IP-based server that can also act as a messaging interface between SIP Server clients. It is the critical point in allowing your Genesys solution to facilitate and track the contacts that flow through your enterprise.

Note: For versions of this document created for other releases of this product, visit the Genesys Documentation website, or request the Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected].

mailto:[email protected]://docs.genesys.com/Special:Repository/81fr_dep.pdf?id=94af03ec-7752-4310-ba56-76b10d7dc030https://docs.genesys.com/Special:Repository/81fr_dep.pdf?id=94af03ec-7752-4310-ba56-76b10d7dc030

18 Framework 8.1

Preface Intended Audience

Intended AudienceThis guide is intended primarily for system administrators, both those who are new to SIP Server and those who are familiar with it. If you are new to SIP Server, read the Framework 8.1 SIP Server

Deployment Guide and the Release Note mentioned earlier, and then read all of the sections of this document that apply to your software and its accompanying components. Refer back to the Framework 8.1 Deployment Guide as needed.

If you are an experienced SIP Server usersomeone with computer expertise, who is used to installing, configuring, testing, or maintaining Genesys softwareyou may find it more time efficient to go to the Index to see what is new or different in SIP Server release 8.1. If you take that approach, please also read Release Notes and refer to other related resources, such as the Genesys Events and Models Reference Manual.

In general, this document assumes that you have a basic understanding of, and familiarity with: Network design and operation. Your own network configurations. Your telephony hardware and software. Genesys Framework architecture and functions. Configuration Manager or Genesys Administrator interface and object-

managing operations.Based on your specific contact center environment and your responsibilities in it, you may need to be familiar with a much wider range of issues as you deploy SIP Server.

Reading PrerequisitesYou must read the Framework 8.1 Deployment Guide before using this SIP Server Deployment Guide. That book contains information about the Genesys software you must deploy before deploying SIP Server.

Making Comments on This DocumentIf you especially like or dislike anything about this document, feel free to e-mail your comments to [email protected]. You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document. Please limit your comments to the scope of this document only and to the way in which the information is presented. Contact your Genesys Account

mailto:[email protected]


Preface Contacting Genesys Customer Care

Representative or Genesys Customer Care if you have suggestions about the product itself.When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.

Contacting Genesys Customer Care If you have purchased support directly from Genesys, please contact Genesys Customer Care.Before contacting Customer Care, please refer to the Genesys Care Support Guide for On-Premises for complete contact information and procedures.

Document Change HistoryThis section lists topics that are new or that have changed significantly since the first release of this document.

New in Document Version 8.1.101.50The following topics have been added or changed since the previous release of this document: Secure SIP Signaling on page 363 Remote Agents with Non-provisioned DNs on page 361 Mapping SIP Headers and SDP Messages on page 277 New configuration options:

enable-outbound-ext-dial-plan ipo-tout recording-failure-alarm-timeout report-error-on-routing-end sip-elin-timeout

subscription-max-body-size

unknown-gateway-reject-code

Updated configuration options: extensions- userdata- override-to-on-divert rp-use-dial-plan sip-ring-tone-mode

subscription-event-allowed

http://genesys.com/customer-carehttp://genesys.com/customer-carehttp://www.genesys.com/customer-care/support-processeshttp://www.genesys.com/customer-care/support-processes

20 Framework 8.1

Preface Document Change History

New in Document Version 8.1.101.45The following topics have been added or changed since the previous release of this document: observing-routing-point option has been updated

New in Document Version 8.1.101.44The following topics have been added or changed since the previous release of this document: Added SRV Address Support in Contact and Record-Route Headers on

page 380. Added Masking Sensitive Data in SIP Messages on page 292. Added the following configuration options:

sip-disable-via-srv sip-enable-x-genesys-route sip-recovery-allow-userdata sip-response-msml-oos x-sip-mask-sensitive-data

Updated the following configuration options: extensions- session-refresh-enforced

New in Document Version 8.1.101.40The following topics have been added or changed since the previous release of this document: Added Recording an Agent Greeting on page 340. Added Controlling Early Media with a Routing Strategy on page 248. Added HTTP Live Streaming on page 260. Added SIP Feature Server Log Messages on page 232. Added Setting SIP INVITE Timeout for Individual DNs on page 112. Revised Customizing Music on Hold and in Queue on page 196. Added CPU Usage Overload Control on page 332. Added the following configuration options:

enable-oosp-alarm (DN level) find-outbound-msml-by-location (Application level) hide-msml-location (Application level) log-reduce-cpu-threshold (Application level) msml-enable-record-extensions (Application level) msml-oos-recover-enabled (Application level) music-on-hold (DN level)



record-agent-greeting (Application level) sip-enable-ivr-metadata (Application level) sip-enable-ivr-metadata (DN level) sip-enhance-diversion (Application level) sip-trying-timeout (DN level)

Updated the following configuration options: sip-error-conversion (DN level) sip-error-conversion (Application level)

Removed sip-save-rejected-sdp

New in Document Version 8.1.101.35The following topics have been added or changed since the previous release of this document: Added Instant Messaging For Multi-Site Calls on page 271. Added Defining After Routing Timeout Action on page 319. Updated Caller Information Delivery Content for AT&T Trunks on

page 124 to include support for GVP. Added Modifying the From Header in SIP INVITE on page 296. Added Muting/Unmuting a Party in a Conference on page 175. Added HTTP Monitoring Interface on page 261. Updated Dial Plan on page 212 to include support for the SIP Feature

Server dial plan. Added the following configuration options:

acw-persistent-reasons (Application level) after-routing-timeout-action (Application level) cid-enable-on-vtp (Application level) cpn-digits-to-both-legs (DN level) cpn-dnis (DN level) cpn-self (DN level) enable-iscc-dial-plan (Application level) enable-legacy-reporting (Application level) enforce-rfc3455 (DN level) greeting-stops-no-answer-timeout (Application level) http-port (Application level) msml-mute-type (Application level) msml-record-metadata-support (Application level) rp-use-dial-plan (Application level) sip-add-local-contact-user (Application level)

22 Framework 8.1


sip-enable-two-party-mute (Application level) sip-pass-body (DN level) sip-route-active-transport (DN level) sip-tls-sec-protocol (Application level) summary-stat-timeout (Application level) transaction-state (Application level)

Updated the following configuration options: audio-codecs (Application level) audio-codecs (DN level) convert-otherdn (Application level) enable-strict-location-match (Application level) prefix (DN level) replace-prefix (DN level)

New in Document Version 8.1.101.30The following topics have been added or changed since the previous release of this document: Added Find Me Follow Me on page 258. Added Customer-on-Hold Privacy on page 150. Added Caller Information Delivery Content for AT&T Trunks on

page 124. Added DTMF Clamping in a Conference on page 235. Added Private Conversations During Conference on page 174. Added Remote Agents on page 360. Added Sending Outgoing INVITEs with Multipart Body on page 365. Added Providing Origination DN Name and Location in EventRinging

on page 356. Added reference to HTTP Monitoring Interface on page 261. Updated Alternate Routing for Unresponsive URS/ORS on page 113. Updated Providing Call Participant Info on page 354. Updated ISCC/Call Overflow Feature on page 676 to include SIP Server

support of ANI matching. Updated the following configuration options:

default-route-point dr-forward operational-stat-timeout sip-enable-call-info

Added the following configuration options: alternate-route-profile (Application level) clamp-dtmf-allowed (Application level)



clamp-dtmf-enabled (DN level) control-remote-vip-scripts (Application level) control-vip-scripts (Application level) default-route-point-order (Application level) dr-oosp-transfer-enabled (DN level) dr-peer-location (Application level) fmfm-confirmation-digit (Application level) fmfm-confirmation-timeout (Application level) fmfm-prompt-file (Application level) fmfm-trunk-group (Application level) graceful-shutdown-sip-timeout (Application level) monitor-party-on-hold (Application level) music-listen-disconnect (Application level) network-monitoring-timeout (Application level) resolve-internal-rp-by-host (Application level) sip-accept-body (DN level) sip-enable-call-info-extended (Application level) sip-iptakeover-monitoring (Application level) sip-nic-address (Application level) sip-nic-monitoring (Application level) sip-release-call-on-disable-dn (Application level) sip-vip-script-down (Application level) sip-vip-script-up (Application level) tlib-nic-monitoring (Application level) vip-state-change-timeout (Application level)

New in Document Version 8.1.101.25The following topics have been added or changed since the previous release of this document: Added Shared Call Appearance on page 372. Added Disabling Media Before Greeting on page 339. Added Geo-Location Support by GVP on page 405. Added Deleting Party From Conference in Multi-site Deployments on

page 173. Updated VXML Support for Agent Greeting on page 337. Updated Geo-Location for MSML-Based Services: Strict Matching on

page 406. Updated Quality of Service on page 359. Updated Genesys Media Server Integration on page 97. Updated Nailed-Up Connections on page 303.

24 Framework 8.1


Added the following configuration options: agent-reject-route-point (DN level) connect-nailedup-on-login (Application level) connect-nailedup-on-login (DN level) disable-media-before-greeting (Application level) disable-media-before-greeting (DN level) disconnect-nailedup-timeout (Application level) disconnect-nailedup-timeout (DN level) msml-location-alarm-timeout (Application level) overflow-location-map (Application level) predictive-timerb-enabled (DN level) shared-line (DN-level) shared-line-capacity (DN level) shared-line-number (DN level) sip-remote-del-from-conf (Application level)

New in Document Version 8.1.101.22The following topics have been added or changed since the previous release of this document: Added Switching Between Supervision Modes on page 149. Added Keep Alive for TCP Connections on page 275. Added Geo-Location for MSML-Based Services: Strict Matching on

page 406. Added ISCC Path Optimization on page 392 and page 694. Added Logging To Remote Location on page 298. Updated the following configuration options:

overload-ctrl-call-tapplytreatment-requests-rate (Application level)

overload-ctrl-call-tupdateuserdata-requests-rate (Application level)

overload-ctrl-call-trequests-rate (Application level) overload-ctrl-trequests-rate (Application level) sip-enable-call-info (Application level)

Added the following configuration options: auto-answer-after (DN level) dr-forward (DN level) enable-strict-location-match (Application level) oos-error-check (DN level) session-refresh-enforced (Application level) session-refresh-enforced (DN level)



sip-3pcc-from-pass-through (Application level) sip-enable-tcp-keep-alive (Application level) sip-pass-xfer-params-enabled (DN level) sip-resubscribe-on-nonotify (Application level) userdata-map-invite-after-refer (Application level)

Removed: sip-call-retain-timeout

New in Document Version 8.1.101.18The following topics have been added or changed since the previous release of this document: Updated Hunt Groups to support sequential ringing. See Hunt Groups on

page 261. Added VXML Support for Agent Greeting on page 337. Added Routed Calls as Originating or Terminating on page 264. Updated Music and Announcements on page 299. Updated Nailed-Up Connections on page 303. Updated Call RecordingNETANN-Based on page 128. Updated Call RecordingMSML-Based on page 132. Updated Overload Control on page 329. Updated Providing Call Participant Info on page 354. Updated Smart OtherDN Handling on page 378. Updated SIP Traffic Monitoring on page 370. Updated User to User Information (UUI) on page 393. Updated Agent Login and State Update on SIP Phones on page 344. Updated Multi-Threaded Versus Single-Threaded Mode on page 48. Added information about a number of client connections that SIP Server

supports for Windows and Linux operating systems. See Client Connections on page 652.

Added the following keys to AttributeExtensions: agent-greeting-type LCTParty_location

Added the following configuration options: ims-use-term-legs-for-routing (Application level) peer-proxy-contact (DN level)

Updated the following configuration options: display-name (DN level) dr-forward (Application level) dual-dialog-enabled (DN level)

26 Framework 8.1


feature-code-park (Application level) feature-code-pickup (Application level) feature-code-retrieve (Application level) hg-noanswer-timeout (DN level) hg-queue-limit (DN level) hg-queue-timeout (DN level) hg-type (DN level) overload-ctrl-threshold (Application level) sip-link-type (Application level) sip-alert-info (DN level) sip-alert-info-external (DN level) sip-alert-info-consult (DN level) use-display-name (DN level)

New in Document Version 8.1.101.14The following topics have been added or changed since the previous release of this document: Updated Trunk Capacity Control on page 385. Added Video Blocking on page 394. Added User to User Information (UUI) on page 393. Updated Dial Plan on page 212. Added Removal Overdialed Digits From DNIS on page 215. Added DN Recording Override on page 139. Added the following configuration options:

capacity-sip-error-code (Application level) capacity-tlib-error-code (Application level) capacity-limit-inbound (DN level) init-dnis-by-ruri (Application level) mwi-subscribe-vmb (Application level) resolve-external-contact (Application level) sip-filter-media (Application level) sip-filter-media (DN level) sip-rel-200-retransmit (Application level)

Updated the following configuration options: agent-emu-login-on-call (Application level) logout-on-disconnect (Application level) subscription-timeout (Application level) userdata-map-format (DN level)



New in Document Version 8.1.101.10The following topics have been added or changed since the previous release of this document: Updated Network Asserted Identity on page 308. Added Providing AoC Notifications for Established Calls on page 106. Added support for the original-dialplan-digits extension key to provide

the original destination number before the dial plan is applied. See Dial Plan on page 212.

Added Recording Calls Without Music-on-Hold Treatment on page 135. Added Call Recording Alarms on page 137. Added SDP Message Mapping on page 291. Added support for CPD performed by the Genesys Media Server. See

Outbound IP Solution Integration on page 322. Added Referred-By Header Support on page 179. Added Filter Greetings By Call Type on page 335. Removed Wizard deployment procedures.

New in Document Version 8.1.101.05The following topics have been added or changed since the previous release of this document: Updated the Active-Active Resource Managers support. See Active-

Active Resource Managers on page 409. Added SIP Proxy Support on page 369. Added the T-Request overload control section and related configuration

options for this functionality. See Overload Control on page 329 for details.

Updated Guidelines for Deploying SIP Server on Various Operating Systems on page 52.

Added Selecting SIP Call Flows from the Routing Strategy on page 171. Updated the following configuration options:

after-call-divert-destination (DN level) call-monitor-acw (Application level) override-domain-oosp (DN level) reuse-sdp-on-reinvite (DN level) replace-prefix (DN level) sip-link-type (Application level) sip-respect-privacy (Application level) userdata-map-format (DN level)

28 Framework 8.1


New in Document Version 8.1.101.00This document has been updated to support SIP Server release 8.1.1. See New in Release 8.1.1 on page 32 for information about new

supported features.

New in Document Version 8.1.003.08The following topics have been added or changed since the previous release of this document: Changed several Application and DN-level options that were incorrectly

described as changes to the options taking effect immediately. Changes at the DN-level typically do not take place until the next call. The following options were changed: agent-greeting (DN level) audio-codecs (DN level) cos (Application level) cpn (DN level) customer-greeting (DN level) default-dn (DN level) display-name (DN level) dual-dialog-enabled (DN level) geo-location (DN level) info-pass-through (DN level) line-type (DN level) oosp-transfer-enabled (DN level) reject-call-incall (DN level) reject-call-notready (DN level) sip-cti-control (DN level) sip-enable-sdp-codec-filter (DN level) reuse-sdp-on-reinvite (DN level) sip-hold-rfc3264 (DN level) sip-replaces-mode (DN level) transfer-complete-by-refer (DN level) use-contact-as-dn (DN level) use-display-name (DN level) override-domain (DN level) override-domain-oosp (DN level) override-domain-from (DN level) override-call-type (DN level) preview-interaction (DN level) rfc-2976-dtmf (DN level)



reinvite-requires-hold (DN level) Added new features for post 8.1.0 releases. See New in This Release on

page 31. Added a feature description for ACD Queue functionality on ACD

Queue on page 103. Added memory limit recommendation for deployments on Linux, Solaris,

and AIX. See Guidelines for Deploying SIP Server on Various Operating Systems on page 52.

Updated the following configuration options: sip-enable-100rel (Application level) enable-agentlogin-subscribe (DN level) override-to-on-divert (Application level) internal-registrar-persistent (Application level)

Added the configuration option force-p-early-media.

30 Framework 8.1



Part

1 SIP Server DeploymentPart One of this SIP Server Deployment Guide contains deployment information specific to your SIP Server. The information in Part One is divided into the following chapters: Chapter 1, SIP Server Fundamentals, on page 41, provides

information about SIP Server architectures and deployment considerations.

Chapter 2, SIP Server General Deployment, on page 51, presents configuration and installation procedures for SIP Server.

Chapter 3, Starting and Stopping SIP Server, on page 67, describes how, and in what order, to start up T-Server among other Framework components. It also provides possible stopping commands.

Chapter 4, SIP Devices Support, on page 75, describes compatibility and configuration information specific to SIP Server, including instructions for setting the DN properties and recommendations for the device configuration.

Chapter 5, SIP Server Feature Support, on page 101, describes which features SIP Server supports and how to configure them.

Chapter 6, T-Library Functionality Support, on page 417, describes the T-Library functionality that SIP Server supports, known limitations, and error messages.

Chapter 7, SIP Server Configuration Options, on page 447, describes configuration options specific to SIP Server.

New in This Release This section describes new or changed functionality that was introduced in SIP Server 8.1.x releases: New in Release 8.1.1 on page 32 New in Release 8.1.0 on page 37

Part 1: SIP Server Deployment New in This Release

32 Framework 8.1

New in Release 8.1.1The following features are introduced in release 8.1.1 of SIP Server: Secure SIP Signaling. SIP Server supports the secure SIP signaling

schema, or sips, in accordance with RFC 5630. See Secure SIP Signaling on page 363.

Remote Agents with Non-provisioned DNs. Remote agents and agents with nailed-up connections can use external numbers that are not provisioned in the Configuration Database. See Remote Agents with Non-provisioned DNs on page 361.

SRV address support in Contact and Record-Route headers. SIP Server supports the SRV FQDNFQDN resolving to SRV recordsreceived in the Contact or Record-Route headers of a SIP message. See SRV Address Support in Contact and Record-Route Headers on page 380.

Masking sensitive data in SIP messages. SIP Server can mask sensitive data in SIP messages contained in SIP Server logs. See Masking Sensitive Data in SIP Messages on page 292.

Recording an Agent Greeting. SIP Server supports recording of the agent call leg during the personal greeting. See Recording an Agent Greeting on page 340.

HTTP Live Streaming. SIP Server must be integrated with MCP version 8.5.161.34 or later. See HTTP Live Streaming on page 260.

SIP INVITE timeout for individual DNs. See Setting SIP INVITE Timeout for Individual DNs on page 112.

Music-on-hold enhancement. SIP Server lets you customize music for music-on-hold treatments. See Customizing Music on Hold and in Queue on page 196.

CPU usage overload control. This feature provides the ability to control SIP Servers CPU usage overload by automatically decrementing the server's log level when the CPU usage overload threshold is reached. See CPU Usage Overload Control on page 332.

New Standard-level log events to monitor SIP Feature Server availability. See SIP Feature Server Log Messages on page 232.

Dial Plan enhancement. SIP Server supports the SIP Feature Server dial plan as an alternative to the internal SIP Server dial plan. See Dial Plan on page 212.

Instant Messaging enhancement. SIP Server supports Instant Messaging for multi-site calls. See Instant Messaging For Multi-Site Calls on page 271.

No-Answer Supervision enhancement. You can define SIP Servers default action for setting the state of an agent who was not able to answer the routed call before the after-routing-timeout expired. See Defining After Routing Timeout Action on page 319.



Caller Information Delivery Content for AT&T Trunks enhancement. SIP Server supports passing the multipart body content received in INVITE messages (as described in RFC 5621) to GVP. See Passing CID Content to SIP Destinations (GVP) on page 125.

From Header in SIP INVITE. SIP Server provides the ability to modify the From header in outgoing SIP INVITE messages. See Modifying the From Header in SIP INVITE on page 296.

Muting/Unmuting a Party in a Conference. SIP Server allows any conference party on the call to mute or unmute any internal party in a conference. See Muting/Unmuting a Party in a Conference on page 175.

HTTP Monitoring Interface. SIP Server provides the ability to monitor various operational statistics for its internal modules and statistics relating to trunks. See HTTP Monitoring Interface on page 261.

Caller Information Delivery Content for AT&T Trunks. SIP Server supports passing the multipart body content received in INVITE messages (as described in RFC 5621) to URS/ORS. See Caller Information Delivery Content for AT&T Trunks on page 124.

Alternate Routing enhancement. SIP Server supports delivering calls to an alternative location in situations in which the Universal Routing Server (URS) or Orchestration Server (ORS) becomes non-operational or unresponsive. See Alternate Routing for Unresponsive URS/ORS on page 113.

Call Supervision enhancement. SIP Server supports muting a customer who is on hold to the supervisor and agent(s) who are sharing the call. See Customer-on-Hold Privacy on page 150.

DTMF Clamping in a Conference. This feature guards a customers sensitive credit card information from an agents ears and from call recording. See DTMF Clamping in a Conference on page 235.

Find Me Follow Me. SIP Server supports the SIP Feature Server Find Me Follow Me functionality for any 1pcc and 3pcc calls where Feature Server dial plans are applied to destinations. See Find Me Follow Me on page 258.

Private Conversations During Conference. SIP Server supports T-Library requests TListenDisconnect and TListenReconnect. These requests can be used in a conference with three or more participants. Any agent who is using a T-Library desktop can submit a TListenDisconnect request to disconnect any other party from the conference temporarily. See Private Conversations During Conference on page 174.

Sending Outgoing INVITEs with Multipart Body. SIP Server supports passing geo-location information formed by the routing strategy in the multi-part body of the outgoing INVITE message. See Sending Outgoing INVITEs with Multipart Body on page 365.


34 Framework 8.1

Providing Origination DN Name and Location in EventRinging. SIP Server provides the origination DN name and location in EventRinging. The agent desktop can use this information to collect extended data about the originating party, such as the agent name, and present it to the destination party while the phone is ringing. See Providing Origination DN Name and Location in EventRinging on page 356.

Providing Call Participant Info enhancement. SIP Server can distribute information about all call participants, including a supervisors in-call presence, to logged-in agents by using the SIP NOTIFY method and EventUserEvent messages in multi-site and complex single-site scenarios. See Providing Call Participant Info on page 354.

Shared Call Appearance. SIP Server supports Shared Call Appearance (SCA) that enables a group of SIP phones to receive inbound calls directed to a single destination (shared line); that way, any phone from this group can answer the call, barge-in to the active call, or retrieve the call placed on hold. See Shared Call Appearance on page 372.

Disabling Media Before Greeting. SIP Server provides the ability to prevent establishing a preliminary audio/video connection between a caller and an agent before greetings are applied. See Disabling Media Before Greeting on page 339.

TDeleteFromConference requests. SIP Server supports TDeleteFromConference requests in multi-site deployments. See Deleting Party From Conference in Multi-site Deployments on page 173.

Geo-location support by GVP enhancement. See Geo-Location Support by GVP on page 405.

Nailed-up connection enhancement. Nailed-up connections can be established on agent login or when an agent is in the Ready state. See Nailed-Up Connections on page 303.

Agent Login and State Update on SIP Phones enhancement. See Agent Login and State Update on SIP Phones on page 344.

Single-step conference enhancement. SIP Server supports a TSingleStepConference request to an external destination.

Call Supervision enhancement. SIP Server supports switching between supervision modes. See Switching Between Supervision Modes on page 149.

Keep Alive for TCP connections. SIP Server provides the ability to detect stale TCP connections between SIP Server and a SIP device using the TCP keep-alive mechanism. See Keep Alive for TCP Connections on page 275.

Geo-location for MSML-based services: strict matching. SIP Server supports strict geo-location matching for MSML-based services by ensuring that a call with a particular geo-location is served only by an



MSML service within the same geo-location or by an MSML service within the alternate location (if configured). See Geo-Location for MSML-Based Services: Strict Matching on page 406.

ISCC Path Optimization. This improves the TEvent Propagation path in trunk optimization scenarios. See ISCC Path Optimization on page 392.

Hunt Groups enhancement. Hunt Groups enhancement to support sequential ringing. SeeHunt Groups on page 261.

VXML support for Agent Greeting enhancement. This enhancement allows an agent to accept, reject, transfer the call, or redirect the call to a new destination. See VXML Support for Agent Greeting on page 337.

IMS integration enhancement. See Routed Calls as Originating or Terminating on page 264.

Nailed-up connections enhancement. SIP Server supports agents with nailed-up connections in Business Continuity deployments. See the SIP Server 8.1 High-Availability Deployment Guide.

Video Blocking. SIP Server provides the ability to block video streams from SDP offers during the call negotiation/establishment process, so video will not be played when a call is established. See Video Blocking on page 394.

Trunk Capacity Control enhancement. SIP Server enables control of the number of outgoing and incoming calls to be handled by a specific trunk or a group of trunks in single-site deployments. See Trunk Capacity Control on page 385.

Dial Plan enhancement. SIP Server provides the ability for internal and inbound calls coming to a Routing Point to remove overdialed digits from DNIS when the dnis-max-length dial-plan rule parameter is specified. See Removal Overdialed Digits From DNIS on page 215.

Call Recording enhancement. Call recording can be selectively disabled through a routing strategy by overriding the record option configured on a DN. See DN Recording Override on page 139.

Hardware Sizing Tool. SIP Server offers the Sizing Tool to evaluate the CPU load and network traffic of SIP Server and SIP Proxy applications in your environment. Download the tool from the Genesys SIP Server documentation.

Support for a restricted release of SIP Cluster. For information on Genesys SIP Cluster technology, contact your Genesys representative.

Call Park/Retrieve support. See Call Park/Retrieve on page 126. Call Pickup support. See Call Pickup on page 127. Hunt Group support. See Hunt Groups on page 261. IPv6 support. See IPv6 Support on page 273. Support for Resource Manager in Active-Active HA mode. See

Active-Active Resource Managers on page 409.

https://docs.genesys.com/Documentation/SIPShttps://docs.genesys.com/Documentation/SIPShttps://docs.genesys.com/Documentation/SIPShttps://docs.genesys.com/Documentation/SIPShttps://docs.genesys.com/Documentation/SIPS/8.1.1/HADeployment/Welcomehttps://docs.genesys.com/Documentation/SIPS/8.1.1/HADeployment/Welcome


36 Framework 8.1

Support for Genesys SIP Proxy. Starting with 8.1.1 release, SIP Server supports Genesys SIP Proxy, which provides an alternative high-availability option without requiring a virtual IP address. In addition, it provides an interface for SIP communication between SIP devices and SIP Server components. SeeSIP Proxy Support on page 369.

High-Availability enhancements. High-availability functionality has been improved in the following areas: Network-interface card (NIC) status monitoring Recovery after network failure Primary/backup SIP Server synchronization Note: HA improvements depend on 8.1.2 Management Framework components.

Overload Control enhancement. This allows SIP Server to control incoming T-Requests. See Overload Control on page 329.

Network Asserted Identity enhancement. See Network Asserted Identity on page 308.

Personal Greeting enhancement. SIP Server provides the ability to suppress agent greetings for different call types. You can block greetings for internal, consultation, and outbound calls, either globally at the Application-level, or individually per Agent Login. See Personal Greetings on page 335.

Advice of Charge enhancement. SIP Server provides the ability to send AoC (Advice of Charge) notifications only when a call is answered (that is, the destination party is in the established state). It is a regulatory requirement in many countries. See Providing AoC Notifications for Established Calls on page 106.

Dial Plan enhancement. Support for the original-dialplan-digits extension key to provide the original destination number before the dial plan is applied. See Dial Plan on page 212.

Blind transfer support. SIP Server supports 3pcc and 1pcc blind transfer operations when a complete transfer operation is performed while the transfer destination party is in the alerting state. To enable this feature, set the blind-transfer-enabled option to true at either the Application level, or at the DN level of the transfer destination.

framework 8.1 sip server deployment guide · document version: 81fr_dep-sip_09-2018_v8.1.101.50....

Documents