Figure 30-11: Normal Operation in Call Center Application
Figure 30-12: Call Survivability for Call Center
To configure call survivability for a call center application:
1. In the IP Group table (see 'Configuring IP Groups' on page 210), 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).
• Call center agents (User-type IP Group). You can configure multiple IP Groups to
represent different groups of call center agents, for example, agents and
managers.
2. In the Classification table (see 'Configuring Classification Rules' on page 462), add
rules to classify incoming calls that are received from the entities listed in Step 1, to IP
Groups.
3. In the SBC IP-to-IP Routing table (see 'Configuring SBC IP-to-IP Routing' on page
468), add the following IP-to-IP routing rules:
• For normal operation:
♦ Routing from TDM Gateway to Application server.
♦ Routing from Application server to call center agents.
• For call survivability mode: Routing from TDM Gateway to call center agents. This
configuration is unique due to the following settings:
♦ The 'Source IP Group ID' field is set to the IP Group of the TDM Gateway.
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