CHAPTER37 Advanced SBC Features
Mediant 1000 Gateway & E-SBC | User's Manual
◆ 'Remove From Right': "1" (removes the last digit of the extensions, e.g., 601 is
changed to 60)
◆ 'Suffix to Add': "0" (adds 0 to the end of the manipulated number, e.g., 60 is changed
to 600)
Configuring Call Survivability for Call Centers
The device supports call survivability for call centers. When a communication failure (e.g., in the
network) occurs with the remote voice application server responsible for handling the call center
application (such as IVR), the device routes the incoming calls received from the customer (i.e.,
from the TDM gateway) to the call center agents.
In normal operation, the device registers the agents in its users registration database. Calls
received from the TDM gateway are forwarded by the device to the application server, which
processes the calls and sends them to specific call center agents, through the device. Upon a
failure with the application server, the device routes the calls from the TDM Gateway to the agents.
The device routes the call to the first available user it founds. If the call is not answered by the user,
the device routes it to the next available user. The SBC can handle a sequence of up to five users,
after which the session is timed out and the call is dropped.
➢ To configure call survivability for a call center application:
1. In the IP Groups table (see Configuring IP Groups), add IP Groups for the following entities:
● TDM Gateway (Server-type IP Group). This entity forwards the customer calls through the
device to the Application server.
● Application server (Server-type IP Group). This entity processes the call and sends the
call through the device to the specific call center agent located on a different network
(remote).
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