No-Answer Supervision: After Routing Timeout Action

Starting with SIP Server release 8.1.102.01, you can define SIP Server's default action for setting the state of an agent who was not able to answer the routed call before the after-routing-timeout expired. Enable this feature with the new configuration option after-routing-timeout-action or the AFTER_ROUTING_TIMEOUT_ACTION key in AttributeExtensions of TRouteCall.

Use the agent-no-answer-timeout option with the corresponding action specified by the agent-no-answer-action option to control direct calls to an agent.

Important

Using No-Answer Supervision when the divert-on-ringing configuration option is set to false does not require the value of no-answer timeout options to be smaller than the value of the after-routing-timeout option. The value of no-answer timeout options can be bigger than the value of the after-routing-timeout option.

Support in Multi-Site Deployments

Starting with SIP Server release 8.1.102.38, this feature is supported in multi-site deployments. If the original site is configured with the divert-on-ringing option set to false, but the routing destination resides at another site, this feature is supported only if SIP Server stays in the signalling path (oosp-transfer-enabled =false).

When configured, the after-routing-timeout action is performed at the SIP Server site of the call routing destination.

If after-routing-timeout is in progress and a caller ends the call, neither agent-no-answer-action nor no-answer-action is performed, and an agent state will not be changed.

The after-routing-timeout-action option configured at the site where the TRouteCall request is processed has higher priority than the agent-no-answer-action and no-answer-action parameters at the destination site.

Feature Configuration

Single-site deployments:

• To enable the feature in single-site deployments, either configure the after-routing-timeout-action option at the SIP Server Application level, or set (in a routing strategy) the AFTER_ROUTING_TIMEOUT_ACTION key extension in TRouteCall. The key extension setting takes priority.

Multi-site deployments:

• To enable the feature in multi-site deployments, do one of the actions described for single-site deployments. If configuring after-routing-timeout-action, set it at the SIP Server Application that processes TRouteCall requests.

after-routing-timeout-action

Setting: TServer section, Application level
Default Value: none
Valid Values:

• none—SIP Server takes no action.
  
• notready—When an agent is logged in to a routing destination that does not answer the call, SIP Server sets this agent to NotReady state.
  
• logout—When an agent is logged in to a routing destination that does not answer the call, SIP Server logs this agent out.
  

Changes Take Effect: For the next call

Defines SIP Server's default action if the after-routing-timeout expires. If after-routing-timeout is disabled (set to 0), then SIP Server ignores the after-routing-timeout-action value.

When you set this option to a valid non-default value, it takes priority over the agent-no-answer-action and no-answer-action parameters, which are not applied to an agent logged in to a routing destination if the after-routing-timeout expires. In addition, none of the following parameters are applied if the after-routing-timeout is in progress: agent-no-answer-overflow, no-answer-overflow, or extn-no-answer-overflow.

after-routing-timeout

Setting: TServer section, Application level
Default Value: 10
Valid Values: Any integer
Changes Take Effect: For the next call

Specifies the length of time, in seconds, that SIP Server waits before diverting the call from the Routing Point DN to the destination DN after TRouteCall was processed. If the call is not diverted before the specified number of seconds, the EventError message is issued, containing the Reference ID of the TRouteCall request.
Set the value of the option to 0 (zero) to disable this functionality.

AttributeExtensions

Key: AFTER_ROUTING_TIMEOUT_ACTION
Type: String
Values:

• none—SIP Server takes no action.
  
• notready—When an agent is logged in to a routing destination that does not answer the call, SIP Server sets this agent to NotReady state.
  
• logout—When an agent is logged in to a routing destination that does not answer the call, SIP Server logs this agent out.
  

Requests: TRouteCall

If set, the value of this key overrides any value set in the after-routing-timeout-action configuration option for the current call.

Feature Limitations

• The after-routing-timeout action is not supported at destinations where there are no agents logged in.
• The after-routing-timeout action is not supported for Shared Call Appearance or Hunt Groups.
• In case of a SIP Server switchover, the after-routing-timeout timer is restarted at the new primary SIP Server.