Redundant SIP Routing and Call Survivability Configurations

Call Survivability configuration allows you to re-route phone calls to another destination when Imagicle Advanced Queuing is not available, for example in case of network problems.

HA configuration must be used to configure re-routing from one node to other nodes in Imagicle cluster installations.

The configuration procedure is the same, with few differences.

1. Partition

Create a new partition named PT_Imagicle_QME_Failover. This will contain the routes to handle incoming calls in survivability mode (when both Imagicle servers are unavailable).

2. Calling Search Space

Create two new CSS:

1. CSS_Imagicle_QME, used by AdvQue SIP trunks to reach:

   1. All AdvQue agent phones

   2. All AdvQue queues (for Queue-to-Queue call transfers)

   3. If needed, other destination phone numbers engaged by Imagicle Advanced Queuing queues/scripts

2. CSS_Imagicle_QME_Failover, used to handle calls in survivability mode, that is, loopback calls triggered when both Imagicle servers are down. It only needs to include the partition PT_Imagicle_QME_Failover.

3. SIP Trunk Security Profile

Create a new ad-hoc SIP Trunk Security Profile from CUCM admin web portal: System ⇒ Security ⇒ SIP Trunk Security Profile.

4. SIP Profile

Create a new ad-hoc SIP Profile: Device ⇒ Device Settings ⇒ SIP Profile.

Parameters used in Phone

5. SIP Trunks

At least 3 SIP trunks are needed. Details following.

AdvQue Trunks

Create a SIP trunk for the primary UCX Suite server, named "Imagicle_QME_Primary_SIP_Trunk" and one for the backup server (if existing) named "Imagicle_QME_Backup_SIP_Trunk".
Both of them must have the following settings:

• Please, notice the Destination port points to UDP port 5062 of the Imagicle server.

Failover Trunk

This loopback SIP trunk is used for call survivability, to handle incoming calls when both Imagicle server are down/unreachable. It allows calls to re-enter the CUCM and trigger a failover (backup) phone number just to avoid to loose calls.

Create a SIP trunk with following settings:

6. Route Group

Create a RouteGroup for AdvQue SIP Trunks and a Route Group for failover (call survivability):

Imagicle UCX Suite instances Route Group

This route group engages the 2 Imagicle servers top-down:

Failover Route Group

This route group contains the Loopback Failover SIP Trunk:

7. Route List

Create a new Route List including the Route Groups you just created:

8. Route Pattern(s)

A route pattern is needed to route incoming calls to Imagicle Advanced Queuing. The route pattern pointing the RouteList RL_Imagicle_QME should be defined accordingly with the PBX numbering plan and with the queues phone numbers. For example, defining a route pattern 6XXX will allow to manage queues with phone number 6801, 6802, etc..

Please remember that:

• The route patterns and the other rules which send calls to AdvQue should never transform the called party number. In this way Imagicle Advanced Queuing can tell which calls are coming back from the operators or other queues.

• At least one route pattern should be dedicated for the Camp-On queues

9. Backup Numbers (calls survivability)

When both Imagicle server are down or unreachable, incoming traffic is rerouted by the Route List to the loopback SIP Trunk. The call re-enters the UCM in the PT_Imagicle_QME_Failover partition. In such partition you must define your backup routes to handle incoming call. Most likely you need to define in this partition a Translation Pattern for each Imagicle Advanced Queuing queue number. For instance, to redirect incoming calls for queue 8501 to the backup extension number 201 (phoneset or hunt pilot), you need to create a Translation Pattern with Called Party Number Transformation 8501 ⇒ 201.

Testing the HA PBX configuration

Single-Server Deployment - Call Survivability Test

The following procedure allows you to test the call survivability configuration. With one server, you just have to test this.

1. Log into the IAS web interface as administrator and stop the Imagicle Advanced Queuing service

2. Place a call to each Queue pilot number from the PSTN. For internal queues, place the call from an internal extension

3. For each queue, verify the incoming call is routed by CUCM to the expected backup DN (which could be a simple extension, hunt pilot or other)

HA Deployment (2 Imagicle nodes) Failover Test

In cluster installations with two or more Imagicle instances, you should test both failover to the backup node and call survivability.

To test failover:

1. Stop the Imagicle Advanced Queuing service on the first server. Keep it running on the backup server

2. Place a call to (at least) a queue pilot number from the PSTN. For internal queues, place the call from an internal extension

3. Verify the incoming call is handled by the (backup) Imagicle node.

To test the call survivability:

• Stop Imagicle Advanced Queuing service also on the second node, then execute the survivability test described above for single-server deployment