Genesys Engage on-premises

 View Only

Discussion Thread View

  • 1.  Format/Structure of SIP NOTIFY messages for presence notifications

    Posted 01-22-2021 09:43
    I am trying to find out what is the format/makeup of the NOTIFY message that SIP Server is expecting so that it can control the agent states.

     

    For example, in this NOTIFY message, in the body I can see 'Event: talk', I assume that the SIP Server would translate this to mean that the agent is busy.

     

    08:18:31.984: Sending  [0,UDP] 468 bytes to 10.8.0.3:5060 >>>>>

    NOTIFY sip:4000@10.8.0.3:5060 SIP/2.0

    From: sip:4001@10.3.1.7:5060;tag=002B50D4-406A-1FAC-BDE5-0701030AAA77-8065

    To: <sip:2101@10.3.1.7:5060>;tag=FB85713D-E5CD-4EBD-9E11-282F0EDA48C1-2

    Call-ID: 002B50C0-406A-1FAC-BDE5-0701030AAA77-8053@10.3.1.7

    CSeq: 2 NOTIFY

    Content-Length: 0

    Via: SIP/2.0/UDP 10.3.1.7:5060;branch=z9hG4bK002B50D5-406A-1FAC-BDE5-0701030AAA77-8070

    Contact: <sip:4001@10.3.1.7:5060>

    Event: talk

    Subscription-State: active

    Max-Forwards: 70

     

    I would like to know what other 'event's would the SIP Server expect to see when an agent goes 'ready' or 'not ready', etc.

    There has to be some documentation somewhere that defines the structure/format of the NOTIFY message that the Genesys SIP Server is expecting, such that it understands and can translate that into TLib agent events, ie. EventAgentNotReady.


    #GenesysEngageDev
    #Integrations
    #SIP/VolP

    ------------------------------
    Adam Mazur
    Systems Analyst
    ------------------------------


  • 2.  RE: Format/Structure of SIP NOTIFY messages for presence notifications

    GENESYS
    Posted 01-25-2021 10:57
    Hello,

    The NOTIFY message that you have posted above is in fact not related to agent state/presence.
    This NOTIFY is sent from SIP Server to the phone (following a T-Library AnswerCall or HoldCall request).
    NOTIFY with talk/hold are related to Remote Talk/Hold (this is based on a SIP Extension defined by Broadsoft) - allowing to request a call to be answered or put on hold, from a Genesys Desktop (via T-Library requests), when the phone supports it (SIP endpoint that supports the BroadSoft SIP Extension Event Package)
    See sip-cti-control option description in the SIP Server Deployment Guide (8.1).
    If I remember, the SIP phone also needs to send an Allow-Events: talk header on 180 Ringing (so that the Remote Talk request is accepted later).

    For presence, you can see the "Agent Login and State Update on SIP Phones" section (page 329) of the SIP Server Deployment Guide (8.1). Or here in the supplement guide.
    That seems to be based on two subscription packages described in the SIP Access Side Extensions Interface document by BroadSoft.
    I must say I haven't used this one/method.

    Regards,

    ------------------------------
    Jerome Saint-Marc
    Genesys - Employees
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources