Hi,

I am looking to play an audio file such as a tone or a beep in order to notify an agent upon successful nailed up connection, currently I am only able to notify through a ring on agent desktop through a configuration on WDE Application but wanted to play the tone in the audio path established to the agent. Expecting there would be some configuration on SIP server side, Please help me if any of you faced this and has a solution to this scenario.

Thanks
Sai Kiran
#Implementation

------------------------------
Sai Kiran Mutyala
State of Wisconsin
------------------------------

here are my notes on this subject as I had to implement this a few years ago....

By default, once the agent has established the nailed up connection, all calls delivered to the agent will be considered Auto Answer and the incoming caller will drop straight in to the Agent with no audible tones notifing the agent has received the call.With this setup, the agent will only get notification by the Softphone changing its state to a talking state. There are options within the Switches Agent Login ID Configuration, which allows for a tone/message to be played to the agent and a separate tone/message to be played to the incoming caller whilst the Agents tone/message is completed. It is suggested a 500ms second tone be played to the agent, and silence be played to the incoming caller, to provide the agent with an audible notification that a call has arrived incase the agent is not looking at their screen when the call arrives. This setting can be done on the Switches Agetn Login ID or it cna be over written by the routing strategy if they requirement is to play different notifications by call type. The settings for this are agent–greeting and customer-greeting

also another setting to look at is below for queue treatment to the customer on the initial connection...

By default when the SIP Server first tries to establish the Nailed Up connection to the remote agent, the incoming caller will hear silence until the Remote agent Answers their Remote Phone line. A setting in SIP Server allows for the queue treatment to be played until the nailed up connection occurs. Set sip-treatments-continuous = true if the treatments are to keep receiving the queue treatment. More specialised treatements can be setup within the routing strategy if required

 Cheers

------------------------------
Sean Mahon
Telstra Corporation Ltd
------------------------------

Original Message:
Sent: 12-03-2018 10:46
From: Sai Kiran Mutyala
Subject: Persistent Nailed Up Connection - Audio Notification

Hi,

I am looking to play an audio file such as a tone or a beep in order to notify an agent upon successful nailed up connection, currently I am only able to notify through a ring on agent desktop through a configuration on WDE Application but wanted to play the tone in the audio path established to the agent. Expecting there would be some configuration on SIP server side, Please help me if any of you faced this and has a solution to this scenario.

Thanks
Sai Kiran
#Implementation

------------------------------
Sai Kiran Mutyala
State of Wisconsin
------------------------------

That worked !!!, Thank you. You saved my day.

------------------------------
Sai Kiran Mutyala
State of Wisconsin
------------------------------

Original Message:
Sent: 12-03-2018 16:58
From: Sean Mahon
Subject: Persistent Nailed Up Connection - Audio Notification

here are my notes on this subject as I had to implement this a few years ago....

By default, once the agent has established the nailed up connection, all calls delivered to the agent will be considered Auto Answer and the incoming caller will drop straight in to the Agent with no audible tones notifing the agent has received the call.With this setup, the agent will only get notification by the Softphone changing its state to a talking state. There are options within the Switches Agent Login ID Configuration, which allows for a tone/message to be played to the agent and a separate tone/message to be played to the incoming caller whilst the Agents tone/message is completed. It is suggested a 500ms second tone be played to the agent, and silence be played to the incoming caller, to provide the agent with an audible notification that a call has arrived incase the agent is not looking at their screen when the call arrives. This setting can be done on the Switches Agetn Login ID or it cna be over written by the routing strategy if they requirement is to play different notifications by call type. The settings for this are agent–greeting and customer-greeting

also another setting to look at is below for queue treatment to the customer on the initial connection...

By default when the SIP Server first tries to establish the Nailed Up connection to the remote agent, the incoming caller will hear silence until the Remote agent Answers their Remote Phone line. A setting in SIP Server allows for the queue treatment to be played until the nailed up connection occurs. Set sip-treatments-continuous = true if the treatments are to keep receiving the queue treatment. More specialised treatements can be setup within the routing strategy if required

 Cheers

------------------------------
Sean Mahon
Telstra Corporation Ltd

Original Message:
Sent: 12-03-2018 10:46
From: Sai Kiran Mutyala
Subject: Persistent Nailed Up Connection - Audio Notification

Hi,

I am looking to play an audio file such as a tone or a beep in order to notify an agent upon successful nailed up connection, currently I am only able to notify through a ring on agent desktop through a configuration on WDE Application but wanted to play the tone in the audio path established to the agent. Expecting there would be some configuration on SIP server side, Please help me if any of you faced this and has a solution to this scenario.

Thanks
Sai Kiran
#Implementation

------------------------------
Sai Kiran Mutyala
State of Wisconsin
------------------------------

Original Message------

That worked !!!, Thank you. You saved my day.

------------------------------
Sai Kiran Mutyala
State of Wisconsin
------------------------------

There are 2 ways. Agents calls into SIP Server to initiate login, or the agent logs in with softphone, and the first call that targets the agent will initiate the "nailed up" connection.

the first one requires a routeing strategy on a ROutepoint to get it working, where as the second one does not. All of  this info is in the SIP Server Deployment guide.
Below is are the settings need for SIP Server setting the connection up.

1. Create DN of type Extension within the SIP Server Switch Object. This DN MUST match the CLI of the incoming Remote Agents number. If this does not match the nailed up connection will not be made.
   1. Configure the following options within the Annex Tab of the Extension
2. Configure the following options within the Annex Tab of the Extension

Annex Tab Section/Option Name	Details
TServer/contact=gatewayip:port	required
TServer/dual-dialog-enabled=false	required
TServer/line-type=1	required – this defines the DN as a remote Agent that requires the call to stay Nailed Up
TServer/refer-enabled=false	required
TServer/voice=true	required
TServer/reject-call-notready=true	optional – No calls will be delivered to the agent if set to true and Agent is in a Not Ready State. This includes internal/direct/consult/incoming.
TServer/request-uri=sip:outbounddialednumber@gatewayip:port	Required if outbound dialled number does not match the DN number configured for the extension. SIP Server will use to make the outbound call for a Nailed Up connection

 
3. if you are using Stat Server version below 8.1.2 the Agent DN must be associated to a Place for Agent status information to be calculated correctly.  Otherwise, URS will not be able to see the Agent is Ready. With Stat Server 8.1.2+, the Agent is linked directly to the DN on login, rather than through a Place
4. Create new Agent Login ID within the SIP Server Switch object
     a. If Required, Within Annex Tab of Agent Login ID, add the following
      b. TServer/agent-greeting
      c. TServer/customer-greeting

5. Associate Agent Login ID with Person that will be the Remote Agent

2.         SIP Server Configuration Settings

The following table provides optional parameters that can be set to obtain further functionality of the remote agent Nailed Up Connection

Option	Description
TServer/Drop-nailedup-on-logout = true	If configured for it, when SIP Server receives a TAgentLogout request from a T-Library client (for example, Interaction Workspace), SIP Server will then end the nailed-up connection. If the agent switches to logout state while still on a call, SIP Server waits until the call finishes before ending the nailed-up session. If the agent is suddenly disconnected from the nailed-up session-for whatever reason-SIP Server will logout the agent from the T-Library client and disconnect the agent DN from its park on the gcti::park. If you enable drop-nailedup-on-logout, SIP Server can only establishthe nailed-up connection when the remote agent is logged in.
sip-treatments-continuous = true	When this is configured, it will keep playing the treatment until the remote agent answers the nailed up connection. If this is set to false, the incoming caller will hear silence between the point of the call being routed to the agent, to the time the agent answers the initial nailed up call connection answer.

------------------------------
Sean Mahon
Telstra Corporation Ltd
------------------------------

Original Message:
Sent: 12-04-2018 11:20
From: Daniel Hilaire
Subject: Persistent Nailed Up Connection - Audio Notification

We were looking to implement this also. Can you please provide some high level info on how you configured the pinned up connection? I think I can follow Sean's notes on the rest. But if you can provide some info on how to get the initial pinned up connection, that would be great.

Regards,

Daniel Hilaire | Manager, Contact Center Engineering
Kaplan Higher and Professional Education 

Original Message------

That worked !!!, Thank you. You saved my day.

------------------------------
Sai Kiran Mutyala
State of Wisconsin
------------------------------

Original Message------

There are 2 ways. Agents calls into SIP Server to initiate login, or the agent logs in with softphone, and the first call that targets the agent will initiate the "nailed up" connection.

the first one requires a routeing strategy on a ROutepoint to get it working, where as the second one does not. All of  this info is in the SIP Server Deployment guide.
Below is are the settings need for SIP Server setting the connection up.

1. Create DN of type Extension within the SIP Server Switch Object. This DN MUST match the CLI of the incoming Remote Agents number. If this does not match the nailed up connection will not be made.
   1. Configure the following options within the Annex Tab of the Extension
2. Configure the following options within the Annex Tab of the Extension

Annex Tab Section/Option Name	Details
TServer/contact=gatewayip:port	required
TServer/dual-dialog-enabled=false	required
TServer/line-type=1	required – this defines the DN as a remote Agent that requires the call to stay Nailed Up
TServer/refer-enabled=false	required
TServer/voice=true	required
TServer/reject-call-notready=true	optional – No calls will be delivered to the agent if set to true and Agent is in a Not Ready State. This includes internal/direct/consult/incoming.
TServer/request-uri=sip:outbounddialednumber@gatewayip:port	Required if outbound dialled number does not match the DN number configured for the extension. SIP Server will use to make the outbound call for a Nailed Up connection

 
3. if you are using Stat Server version below 8.1.2 the Agent DN must be associated to a Place for Agent status information to be calculated correctly.  Otherwise, URS will not be able to see the Agent is Ready. With Stat Server 8.1.2+, the Agent is linked directly to the DN on login, rather than through a Place
4. Create new Agent Login ID within the SIP Server Switch object
     a. If Required, Within Annex Tab of Agent Login ID, add the following
      b. TServer/agent-greeting
      c. TServer/customer-greeting

5. Associate Agent Login ID with Person that will be the Remote Agent

2.         SIP Server Configuration Settings

The following table provides optional parameters that can be set to obtain further functionality of the remote agent Nailed Up Connection

Option	Description
TServer/Drop-nailedup-on-logout = true	If configured for it, when SIP Server receives a TAgentLogout request from a T-Library client (for example, Interaction Workspace), SIP Server will then end the nailed-up connection. If the agent switches to logout state while still on a call, SIP Server waits until the call finishes before ending the nailed-up session. If the agent is suddenly disconnected from the nailed-up session-for whatever reason-SIP Server will logout the agent from the T-Library client and disconnect the agent DN from its park on the gcti::park. If you enable drop-nailedup-on-logout, SIP Server can only establishthe nailed-up connection when the remote agent is logged in.
sip-treatments-continuous = true	When this is configured, it will keep playing the treatment until the remote agent answers the nailed up connection. If this is set to false, the incoming caller will hear silence between the point of the call being routed to the agent, to the time the agent answers the initial nailed up call connection answer.

------------------------------
Sean Mahon
Telstra Corporation Ltd
------------------------------