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  • 1.  SIP 486 busy handling

    Posted 01-16-2020 22:46
    No replies, thread closed.
    We are working with an outsource provider who requires us to take an action when there are no agents available to take a call. Essentially the customers being serviced try to transfer the call to our outsourcer, and if there are no agents available then it needs to be returned to the customer.

    This requires use of the SIP 486 Busy Here signal which is a possible disconnect reason. I need to understand what scenario within PureCloud will trigger the SIP 486 response. We are looking at using an Audiocodes SBC in front of PureCloud, this will essentially handle the call and then perform an API call to PureCloud to check the response before either delivering the call to PureCloud or returning it to the customer.

    Any help/ideas/thoughts would be much appreciated.
    #Telephony

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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
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  • 2.  RE: SIP 486 busy handling

    Posted 01-17-2020 10:42
    No replies, thread closed.
    I know that Audiocodes 7.2 supports SIP error manipulation so you could convert the 486 to a 500 and allow PureCloud to fail and return to Architect on the transfer.  Also you can adding 486 to Retryable Reason Codes under the trunk settings that should force PureCloud to try the next line.

    Robert

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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