SIP line options

Option

Description

Default

Active

Activates or deactivates the line in the CIC system.

You can not deactivate a line if any calls are on the line.

If you change line configuration parameters or to perform other line maintenance, you may have to deactivate a line and then reactivate it in order for the changes to take effect. For example, if you change the SIP line transport protocol.

Note: Genesys only counts active lines to determine whether you are in compliance with your license agreement.

Active

Line Usage

Designates the usage of the line.

The options are:

• General Purpose

• Microsoft Lync

• Station Connections

General Purpose

Domain Name

Specifies the domain name that is used to formulate SIP-URLs for CIC users and phone numbers. This domain name is automatically appended to all REGISTER requests that are sent by CIC.

This value is used in the "From" header in outbound SIP calls.

Note: You can set additional  identity settings by click Identity (In) and Identity (Out) in the options list.

Varies depending on your configuration

Maximum Number of Calls

Designates the maximum limit number of calls that the SIP line processes. When the number of calls is reached, this line processes no more calls.

The options are Combined or Inbound/Outbound:

• Combined means that the maximum number is the sum of both inbound calls and outbound calls.

• Inbound/Outbound means that the values specified for each type of call count towards the maximum number of calls.

The No Limit check box indicates whether there is a maximum limit. If No Limit is not selected, then you must set a maximum number of calls.

No limit

Fax Protocol

Indicates the fax protocol to use.

The options are:

• T30 only

• T38 only

• T38 then T30: CIC tries the T38 fax protocol first. If the recipient endpoint does not support this protocol, then CIC tries the T30 fax protocol.

• T30 then T38: CIC tries the T30 protocol first. If the recipient endpoint does not support this protocol, then CIC tries the T38 fax protocol.

T38 only

Enable Fax Detection

Indicates whether fax tones are detected when the Allow Deferred Answer check box is selected.

To determine whether to play the fax detection prompt or not, the system evaluates this check box:

• If this check box is selected, then the system overrides the user's setting.

• If this option is not selected, then the system uses the user's setting.

If you select a Fax Protocol, then this check box is also automatically selected. If the Fax Protocol check box is set to None, then this check box is not available.

Selected

Maximum Number of Faxes

Designates the maximum limit number of faxes that the SIP line processes. When the number of faxes is reached, this line processes no more faxes.

The options are Combined or Inbound/Outbound:

• Combined means that the maximum number is the sum of both inbound faxes and outbound faxes.

• Inbound/Outbound means that the values specified for each type of fax count towards the maximum number of faxes .

The No Limit check box indicates whether there is a maximum limit. If No Limit is not selected, then you must set a maximum number of faxes.

No limit

Auto Disconnect when Silence Detected in Voice Mail

Designates whether CIC automatically disconnects a call that is in voice mail after a certain number of seconds of silence.

This option is important if your CO (public exchange switch) does not send a disconnect signal (a forward disconnect notice) when a caller disconnects a call.

If this check box is selected, when a call is left in voice mail, CIC waits for the number of seconds of silence that you specify in the Silence Time (ms) box, and then it automatically disconnects the call.

If the CO does not send a disconnect signal, and if this check box is not selected, then the voice mail will continue to record silence.

Selected;  

The default silence time is 10,000 milliseconds (10 seconds).

Call Analysis Type

Indicates the call analysis type for this SIP line.

The options are:

• Media Server: The Media server listens to the RTP stream and performs call analysis. Use this option with a third-party gateway.

• Interaction Gateway (Gen2 only; not recommended for new deployments): The CIC server defers to the Interaction Gateway, which listens to the TDM (ISDN) lines and returns the results via SIP messages. Do not use this option with Interaction Gateway.

• Media Server to Interaction Gateway: Interaction Gateway and Media Server are both used; the Media Server performs call analysis. This is the preferred setting to use with Interaction Gateway and Interaction Gateway Gen2. Do not use this option with any third-party gateway.

Media Server

Allow Deferred Answer

Indicates whether to delay answering an incoming call until an agent is reached or an IVR system is entered. This gives callers time to disconnect the call without being charged by their telecommunications provider.

Note: Deferred answer is not used with ACD calls. If a call is placed to the DID of an ACD workgroup, interactions are immediately answered before alerting occurs.

Note: Use the Allow Multiple Calls to Station On Deferred Answer Line server parameter to disable the alert to a station for an additional call when Allow Deferred Answer is selected.

Not selected

Playback Early Media to Inbound Calls

Indicates whether to use early media (when the remote party sends SDP before the call is answered in a 183 response) instead of ringback on an inbound call.

This option does not apply to ACD calls on this line.

Note: This option works only if either of the following conditions exist:
    
    *The CIC server receives an INVITE with SDP.
    *The CIC server receives an INVITE with no SDP but with 100rel in the Supported: header.

Additionally, this option requires both of the following conditions:

    *CIC must get an SDP from the remote.
    *The CIC server must have the INVITE and a PRACK to get an SDP before answering. (PRACK requires 100rel).

Not selected

Enable SIP Prack/Update for Early Media Support

This option indicates whether the system tells the SIP line to enable PRACK in the outbound and inbound registration.

Not selected

Max Probation Time (s)

This is the maximum time in seconds for probation on a failed line.

To improve query times, the query for line selection ignores lines that are on probation.

600 seconds