Remote SIP agent configuration recommendations

Last Updated : Dec 10, 2021 |

The following recommendations apply while setting up a Remote SIP Call Center Agent configuration. These recommendations are part of a solution to force an agent into AUX work mode and prevent calls from being dropped in a short time due to SIP agent termination failures.

For the following recommendations, feature descriptions can be found in the Avaya Aura® Call Center Elite Feature Reference document.

Any deployments with Remote SIP agents must follow all of the Administering Avaya Aura® Call Center Elite document recommendations, including:

Recommendation

Description

Configure Look Ahead Routing (LAR)

Utilize one of the following LAR configurations:

  • Set LAR to none on the last trunk preference in the OPTIM route pattern(s).

  • Disable LAR on all preferences.

Configure SIP Agent Reachability

On the Feature-Related System-Parameters form, configure SIP Agent Reachability.

Set Redirect on OPTIM Failure (ROOF)

Set ROOF on the skills that deliver calls to remote SIP agents and for skills used to send Direct Agent Calls (DAC) to agents. If VDN is used for adjunct routing, configure the ROOF to send the call back to the originating VDN.

Administer VDN in a coverage path

Set a coverage path for the agent ID to send calls back to the origination VDN.

Note:

This is the coverage path for the agent ID and not the extension.

Configure Redirection on IP Connectivity Failure (ROIF)

Configure ROIF if agents are in auto-answer mode.

Define a unique reason code for ROOF failure

Assign a reason code to report when Communication Manager changes the agent work mode to AUX work due to ROOF or when the agent is unreachable.

Examine the Registration Expiration Timer (secs) for SIP station.

Session Manager does not consider the station gone until the registration expires. Session Manager continues to try and route calls to an endpoint until the REGISTRATION expiry passes. The default for the Timer is 3600 seconds (60 minutes). Recommend to decrease the timer value so that Session Manager detects a station as gone quicker. For more information about Registration expiration Timer, see the Administering Avaya Aura® Session Manager document.

Note:

To prevent an increase in re-registration traffic for each endpoint, recommend not to set the timer value below 600 seconds (10 minutes).