Treating incoming calls as inbound calls

Starting with version 8.1.103.35, SIP Server can treat incoming calls from external callers (agents behind SIP trunks) as inbound calls. Previously, if the username in the From header of the initial INVITE request matched the name of the existing DN in the SIP Switch, SIP Server treated that inbound call as an internal call.

Feature Configuration

To enable this feature:

1. Set the enforce-1pcc-inbound option to true.
2. (Optional) Set the internal-call-domains option to a list of IPv4 CIDR blocks or FQDN separated by semicolons (;).

SIP Server feature processing logic

To take advantage of this feature and, if you use the enforce-external-domains option in your environment, Genesys recommends that you gradually transition from using the enforce-external-domains option to using the enforce-1pcc-inbound option.

The enforce-external-domains option has higher priority than the enforce-1pcc-inbound option. If configuration options of both approaches are applied, SIP Server verifies the new incoming call INVITE message multiple times, as follows:

1. SIP Server verifies the domain part of the From header of the INVITE message against the value of the enforce-external-domains option:
   • If a match is found in the enforce-external-domains option, SIP Server treats the call as inbound.
   • If a match is not found, SIP Server proceeds to Step 2.
2. SIP Server verifies the value of the enforce-1pcc-inbound option:
   • If the value of the enforce-1pcc-inbound option is set to true, SIP Server proceeds to Step 3.
   • Otherwise, SIP Server proceeds to Step 5.
3. SIP Server verifies the value of the internal-call-domains option:
   • If the value of the internal-call-domains option is empty, SIP Server treats the call as inbound.
   • If the value of the internal-call-domains option is not empty, SIP Server proceeds to Step 4.
4. SIP Server verifies the Via header of the INVITE message against the value of the internal-call-domains option:
   • If a match is found in the internal-call-domains option, SIP Server proceeds to Step 5.
   • If a match is not found in the internal-call-domains option, SIP Server treats the call as inbound.
5. SIP Server verifies only the username part in the From header in the INVITE message against the internal DNs:
   • If the username matches an Extension or ACD Position DN, SIP Server treats the call as internal.
   • If the username matches a Routing Point or Trunk Group DN, SIP Server rejects the call.
   • If a match is not found, SIP Server treats the call as inbound.

Configuration Options

enforce-1pcc-inbound

Setting: TServer section, Application level
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next call

When set to true, SIP Server treats 1pcc/incoming calls from external callers as inbound calls. A call is considered internal if both conditions are met:

1. A username in the From header matches the Extension DN configured in the SIP Switch.
2. A network address of the caller in the first Via header matches the IPv4 CIDR blocks or FQDN listed in the internal-call-domains option.

If the internal-call-domains option is empty, all incoming calls are treated as inbound calls.

internal-call-domains

Setting: TServer section, Application level
Default Value: An empty string
Valid Values: A list of IPv4 CIDR blocks or FQDN separated by semicolons (;). The IP address without a wildcard means the host address—for example, "1.2.3.0" means "1.2.3.0/32".
Changes Take Effect: On the next call

If the enforce-1pcc-inbound option is set to true and the internal-call-domains option is set to a list of IP addresses, SIP Server does the following for the incoming calls:

1. SIP Server verifies the Via header of the INVITE message against the value of the internal-call-domains option:
   • If a match is found, SIP Server proceeds to Step 2.
   • If a match is not found, SIP Server treats the call as inbound.
2. SIP Server verifies only the username part in the From header in the INVITE message against the internal DNs and classifies the calls as follows:
   • If the username matches an Extension or ACD Position DN, SIP Server treats the call as internal.
   • If the username matches a Routing Point or Trunk Group DN, SIP Server rejects the call.
   • If a match is not found, SIP Server treats the call as inbound.

All other 1pcc/incoming calls are treated as inbound calls. If the option is empty, all 1pcc/incoming calls are treated as inbound calls.

Feature Limitations

• IPv6 addresses are not supported in the list of the internal-call-domains option.