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Genesys Application NoteOracle Enterprise SBCWith Genesys SIP ServerDocument version 1.3
The information contained herein is proprietary and confidential and cannot be disclosedor duplicated without the prior written consent of Genesys TelecommunicationsLaboratories, Inc.Copyright 2015-2018 Genesys Telecommunications Laboratories, Inc. All rights reserved.About GenesysGenesys is the world's leading provider of customer service and contact center software - with morethan 4,000 customers in 80 countries. Drawing on its more than 20 years of customer serviceinnovation and experience, Genesys is uniquely positioned to help companies bring their people,insights and customer channels together to effectively drive today's customer conversation. Genesyssoftware directs more than 100 million interactions every day, maximizing the value of customerengagement and differentiating the experience by driving personalization and multichannel customerservice - and extending customer service across the enterprise to optimize processes and theperformance of customer-facing employees. Go to www.genesys.com for more information.Each product has its own documentation for online viewing at the Genesys Documentation website oron the Documentation Library DVD, which is available from Genesys upon request. For moreinformation, contact your sales representative.NoticeAlthough reasonable effort is made to ensure that the information in this document is complete andaccurate at the time of release, Genesys Telecommunications Laboratories, Inc. cannot assumeresponsibility for any existing errors. Changes and/or corrections to the information contained in thisdocument may be incorporated in future versions.Your Responsibility for Your System’s SecurityYou are responsible for the security of your system. Product administration to prevent unauthorizeduse is your responsibility. Your system administrator should read all documents provided with thisproduct to fully understand the features available that reduce your risk of incurring charges forunlicensed use of Genesys products.TrademarksGenesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories,Inc. All other company names and logos may be trademarks or registered trademarks of theirrespective holders.Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 2 of 20
Table of ContentsTable of Contents . 31Summary . 42Feature Support . 532.1Feature Chart. 52.2Test Cases Chart . 62.3General Features. 72.4Technical Features . 82.5SBC-Specific Features. 92.6Feature Details. 92.6.1Multisite . 92.6.2High Availability. 10Software and Hardware Versions Validated . 113.1Genesys Components . 113.2Gateway/SBC . 114Features Configuration in Genesys Configuration Environment . 125Oracle Enterprise Session Border Controller Configuration . 166Known Issues and Limitations. 206.1Issues and Limitations Identified with Genesys Products. 20Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 3 of 20
1 SummaryThis application note details the supported features, and includes reference configuration examples.The following Oracle Enterprise Session Border Controller versions were tested and supported: Oracle Enterprise Session Border Controller AP 1100/3900/4600/6300/6350 version E-CZ8.1.0Oracle Enterprise Session Border Controller 3820 version E-CZ7.2.0 (7.2 and later)Acme Net-Net Hardware-based SBCs (38xx/4xxx/9xxx series) version 6.x (6.1.0 MR2 and later)The supporting versions of Genesys components include SIP Server v8.1.1, SIP Feature Server v8.1.2,Media Server (v8.1.x and v8.5.x), GVP (v8.1.x and v8.5.x), and SIP Proxy v8.1.1.As noted in section 2, most test calls/cases were successfully executed.Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 4 of 20
2 Feature Support2.1 Feature ChartFeature NameGeneral Features Supported By SBCInbound Calls - StandardInbound Calls - Contact Center/RoutedOutbound Calls - StandardOutbound Calls - Automated Dialer Campaign, CPD by GenesysRemote Agent, not REGISTERed to SIP ServerCall Qualification & ParkingGVP - Advanced IVR (VXML, TTS, ASR, etc), Conferencing, & moreTechnical Features“Single Site”“Multisite”SIP Business ContinuityTransfer with re-INVITETransfer with 3xxTransfer with REFERAd Hoc ConferenceSIP AuthenticationSIP Over TLSSRTPService MonitoringSIP Server High Availability - with Virtual IP AddressSIP Trunk/SBC/Gateway High Availability - with Virtual IP AddressSIP Trunk/SBC/Gateway High Availability – List of IP AddressesSIP Server High Availability - DNS-based Redundancy with SIP ProxySIP Trunk/SBC/Gateway High Availability - DNS-based RedundancyAudio Codec SupportVideo SupportSBC-Specific FeaturesInbound & Outbound CallsSIP Agent 3PCC ControlRemote Agent - Transfer with REFER (SIP Phone via SBC)Transfer with REFERTransfer with TSupportedYesYes*YesYesYes* See the Known Issues section.Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 5 of 20
2.2 Test Cases ChartFunctional Test Cases#Scenario DescriptionSupported1Inbound Call to Agent released by callerYes2Inbound Call to Agent released by agentYes3Inbound Calls rejectedYes4Inbound Call abandonedYes5Inbound Call to Route Point with TreatmentYes6Interruptible TreatmentYes7IVR (Collect Digit) TreatmentYes8Inbound Call routed by using 302 out of SIP Server signaling pathYes91PCC Outbound Call from SIP Endpoint to external destinationYes103PCC Outbound Call to external destinationYes111PCC Outbound Call AbandonedYes12Caller is put on hold and retrieved by using RFC 2543 methodYes13T-Lib-Initiated Hold/Retrieve Call with MOH using RFC 3264 methodYes143PCC 2 Step Transfer to internal destination by using re-INVITE methodYes153PCC Alternate from consult call to main callYes161PCC Unattended (Blind) transfer using REFERYes171PCC Attended Transfer to external destinationYes183PCC Two Step Conference to external partyYes193PCC (same as 1PCC) Single-Step Transfer to another agentYes203PCC Single Step Transfer to external destination using REFERYes213PCC Single Step Transfer to internal busy destination using REFERYes22Early Media for Inbound Call to Route Point with TreatmentYes23Early Media for Inbound Call with Early Media for Routed to AgentYes24Inbound call routed outbound (Remote Agent) using INVITE without SDPYes25Call Progress DetectionYes26Out of Service detection; checking MGW live statusYes27SIP Authentication for outbound callsNo28SIP Authentication for incoming callsNoSBC-Specific Test Cases29T-Lib-Initiated Answer/Hold/Retrieve Call for Remote SIP endpoint which supports theBroadSoft SIP Extension Event PackageYes303PCC Outbound Call from Remote SIP endpoint to external destinationYes313PCC Two Step Transfer from Remote SIP endpoint to internal destinationYes321PCC Attended Transfer from Remote SIP endpoint to external destinationYesGenesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 6 of 20
2.3 General FeaturesSIP Trunk or Gateway Feature CompatibilityDescriptionInbound Calls - StandardSupportedTest CasesDirect calls to a phone/user with a DID #Yes1, 2, 3, 4,12Inbound Calls - Contact Center /RoutedContact Center calls; may be queued orplayed some announcements before beingrouted to an agentYes5, 6, 7, 13,22, 23Outbound Calls - StandardManually Dialed, or Forwarded to externaldestinationYes9, 10, 11Outbound Calls - AutomatedDialer Campaign, CPD byGenesysAutomated dialing by Genesys OCS or similarapplication Call Progress Detection by GenesysMedia Server*Yes25Remote Agent, not REGISTERedto SIP ServerTypically using a PSTN phone behind thegateway or SIP TrunkYes24Call Qualification & ParkingSimple IVR controlled by a routing strategy,and queuing of calls with announcements ormusicYes5, 6, 7, 22,23GVP – Advanced IVR (VXML,TTS, ASR, etc), Conferencing, &moreSame SIP signaling as qualification & parkingYes6, 7Call RecordingNo meaningful impact to SIP signalingNodedicatedtest cases* CPD may also be performed by the gateway if it returns results in a format compatible with GenesysSIP. Please note such capabilities if they are available.Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 7 of 20
2.4 Technical FeaturesTechnical Compatibility –Architecture & SIP ProtocolDescription“Single Site”“Multisite”SIP Business ContinuityTransfer with re-INVITETransfer with 3xxTransfer with REFERAd Hoc ConferenceSIP AuthenticationSIP Over TLSSupportedTest CasesOne instance of Genesys SIP ServerYesTwo or more instances of Genesys SIPServer, behind a single Trunk and/or SBCThe SIP Business Continuity Architectureacross two active data centersYesAll Test casesapplyNo “dedicated”test casesNot coveredby standardtest planTransfer method reflects the signaling sentto the SIP Trunk or gatewayRedirect prior to call connectionTransfer method reflects the signaling sentto the SIP Trunk or gatewayConference controlled on Genesys SIPServer & Media ServerPlease refer to the SIP Server DeploymentGuideSRTP[not tested 7,19,20,21Yes18NoYes27, 28No dedicatedtest casesNo dedicatedtest cases26No dedicatedtest casesNo dedicatedtest casesYesService MonitoringSIP Server High Availability with Virtual IP AddressSIP Trunk/SBC/Gateway HighAvailability - with Virtual IPAddressMonitoring with OPTIONS messagesEffectively transparent to external devicesYesYesEffectively transparent to external devicesYesSIP Trunk/SBC/Gateway HighAvailability – List of IP AddressesSupport for a highly available SBC or SIPTrunk with either multiple active nodes orprimary/backup; SIP Server is configuredwith the IP address of each node (typicallyusing the backup contact setting on SIPServer)Architectures with SIP Proxy used tomanage high availability[not tested –requiressupplementaltesting]Not coveredby standardtest plan[not tested –requiressupplementaltesting]Not coveredby standardtest planSIP Trunk/SBC/Gateway HighAvailability - DNS-basedRedundancySupport for an SBC or SIP Trunk with DNSbased redundancy (the contact of the DN onSIP Server would be hostname/FQDN)Not coveredby standardtest planAudio Codec SupportThe test plan does not include dedicatedtests for each codec; codecs are supportedby Media Server/GVP, and by the SIPendpoints[not tested –requiressupplementaltesting]YesSIP Server High Availability DNS-based Redundancy withSIP ProxyGenesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerAll test casesutilize the“default”codecPage 8 of 20
Video SupportThe test plan does not include dedicatedtests for video; video is supported by MediaServer/GVP, and by the SIP endpointsNo dedicatedtest cases2.5 SBC-Specific FeaturesSBC Feature Compatibility for Agent REGISTERed toSIP Server through SBCSupportedTest CasesInbound & Outbound CallsYes29,30SIP Agent 3PCC ControlYes29Remote Agent - Transfer with REFER (SIP Phone via SBC)Yes30Transfer with REFERYes30Transfer with reINVITEYes31See section 6 for known limitations.2.6 Feature Details2.6.1 MultisiteSIP Trunk orGatewaySIP Trunk orGatewaySBCSIP Server 1SIP Server 2orT-Server PBXSIP Server 1SIP Server 2orT-Server PBXNote:This applicationnote uses the term“multisite” to coverarchitectures withtransfers with ISCC,which conform toeither option on theleft: a SIPTrunk/Gatewaythrough a singleSBC, or a SIPTrunk/Gatewayconnected directly.Either REFER orreINVITE may betested andsupported.Architectures with 2or more SBCs arebeyond the scope ofthis app note.Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 9 of 20
2.6.2 High AvailabilityThis Application Note and the Test Plan provide coverage and support for High Availabilityaccomplished with a “Virtual IP Address”. This is also referred to as “IP Address Takeover” or a“Floating IP Address.”The general approach is that the “active” instance of a component utilizes this special IP address. It istypically transparent at the SIP signaling layer which instance is active. This method of high availabilitymay be employed by Genesys SIP Server, an SBC, or by the components that provide the interface fora standard “SIP Trunk.”Other methods of high availability do exist. These methods require more advanced logic on the part ofeach SIP component to monitor multiple instances of another component, and select the appropriateinstance. For example, SIP Server supports configuring a primary and backup IP address for acomponent (using the contact and contacts-backup options). This method is referred to as a “List of IPAddresses” in this Application Note. In another example, SIP Server does support using an FQDN toreach another component, and can utilize multiple DNS records to help choose the best componentinstance. This method is referred to as “DNS-based HA.”Both the “List of IP Addresses” and “DNS-based HA” methods are beyond the scope of this ApplicationNote (and this limitation applies in both directions, from SIP Server towards an external component,and vice versa from an external component towards SIP Server).Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 10 of 20
3 Software and Hardware Versions ValidatedThe following Genesys components and Oracle Enterprise Acme Packet SBC were validated forreference configuration examples.3.1 Genesys ComponentsGenesys ComponentsComponentVersionNotesSIP Server8.1.1Genesys SIP Server performs call switchingand control. SIP Server communicates viaSIP with SIP Endpoints.Media Server8.1.7Used to handle media interactions such ascall treatments (ring back, busy tones andmusic on hold); also used as MCU.SIP Proxy8.1.1Optionally can be used for DNS-based HAdeployment.SIP Feature Server8.1.2Used as a SIP Voicemail Server.3.2 Gateway/SBC3rd Party Hardware ComponentsModelVersionNotesOracle Enterprise SBC 4600E-CZ8.1.0E-CZ8.1.0 or later are supportedOracle Enterprise SBC 3820E-CZ7.2.0E-CZ7.2.0 or later are supportedFor a full listing of 3rd party hardware/software supported by Genesys, see the Genesys SupportedMedia Interface (SMI) Guide.Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 11 of 20
4 Features Configuration in Genesys Configuration EnvironmentThis section describes how to configure features presented in the Feature Chart in Genesysconfiguration environment.Features can be configured in the SIP Server Switch on a DN object of type Trunk representing the SIPTrunk pointed to the SBC, a DN of type Extension (or ACD Position) representing SIP Endpoint devices,and/or on an Agent Login object, and/or in a SIP Server Application.Note: It is assumed that the reader has Genesys knowledge and is familiar with deploying a basicGenesys environment.Genesys SIP ConfigurationFeatures Supported By Gateway/SBCGeneralFeaturesInbound Calls –StandardTest cases:1, 2, 3, 4, 5, 6,7, 12, 13, 22,23Key Actions and Procedures1. In the Genesys configuration environment, under Switch - DNs, create a DN object oftype Trunk. This object represents the SIP Trunk pointing to the SBC.2. In the Trunk DN - TServer section, configure:contact the contact URI that SIP Server uses for communication with the SBC 3. If needed, enable support of Early media for inbound calls. In the Trunk DN - TServersection, configure:sip-early-dialog-mode 14. If needed, specify the method of hold media SDP (RFC 3264 “inactive” SDP) to be used bySIP Server for third-party call control (3pcc) hold operations.In the SIP Server Application - TServer section, configure:sip-hold-rfc3264 trueNote: By default, SIP Server uses “black hole” RFC 2543 method (c 0.0.0.0).Inbound Calls ContactCenter/RoutedSame configuration as for Inbound Calls - Standard, above.Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 12 of 20
Outbound Calls- StandardTest cases:9, 10, 111. In the Genesys configuration environment, under Switch - DNs, create a DN object oftype Trunk. This object represents the SIP Trunk pointing to the SBC.2. In the Trunk DN - TServer section, configure:contact the contact URI that SIP Server uses for communication with the SBC 3. To activate required features described in this Table, configure options in the Trunk DNobject as described in Inbound Calls - Standard, above.4. Configure the SBC to support inbound/outbound calls to/from SIP Server.5. Configure a phone to make basic calls (incoming, outgoing) with SIP Server.6. If needed, specify the REFER method that SIP Server will use to make 3pcc outboundcalls. In the DN object of type Extension - TServer section, configure:refer-enabled true7. Start SIP Server.8. After successful SIP registration, the phone is ready for making outgoing calls andreceiving incoming calls.9. Run your desktop client to make a test call.Outbound Calls- AutomatedDialerCampaign, CPDby GenesysTest case: 251. Enable call progress detection to be done by Media Server. In the Trunk Group DN(pointing to RM) - TServer section, configure:cpd-capability mediaserver2. Instruct SIP Server to use the re-INVITE method for 3pcc calls with call flow 1:referenabled falsemake-call-rfc3725-flow 13. Disable a ring tone for scenarios that might include CPD by specifying:ring-tone-on-make-call false4. Specify the Request-URI in the following format:sip:msml@ RMHost : RMPort ;media-service cpd;gvp-tenantid [ tenantname ]5. Specify the Tenant name where SIP Server is deployed:subscription-id Tenant where SIP Server is deployed 6. Specify the Resource Manager IP address and SIP port:contact sip: RM ip address : RM sip port Remote Agent,notREGISTERed toSIP ServerNo configuration is requiredTest cases: 24CallQualification &ParkingNo configuration is requiredTest cases:5, 6, 7, 22, 23Genesys Application Note – Oracle Enterprise SBC with Genesys SIP ServerPage 13 of 20
GVP –Advanced IVR(VXML, TTS,ASR, etc),Conferencing, &moreTechnicalFeatures“Single Site”“Multisite”Deploy Genesys Media Server with required capabilities.See the SIP Server Deployment Guide for details.Key Actions and ProceduresDeploy one inst
The following Oracle Enterprise Session Border Controller versions were tested and supported: Oracle Enterprise Session Border Controller AP 1100/3900/4600/6300/6350 version E-CZ8.1.0 Oracle Enterprise Session
