Genesys Application Note

Oracle Enterprise SBC

With Genesys SIP Server
Document version 1.4
The information contained herein is proprietary and confidential and cannot be disclosed
or duplicated without the prior written consent of Genesys Telecommunications
Laboratories, Inc.

Copyright © 2015-2020 Genesys Telecommunications Laboratories, Inc. All rights reserved.

About Genesys
Genesys is the world's leading provider of customer service and contact center software - with more
than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer service
innovation and experience, Genesys is uniquely positioned to help companies bring their people,
insights and customer channels together to effectively drive today's customer conversation. Genesys
software directs more than 100 million interactions every day, maximizing the value of customer
engagement and differentiating the experience by driving personalization and multichannel customer
service - and extending customer service across the enterprise to optimize processes and the
performance 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 or
on the Documentation Library DVD, which is available from Genesys upon request. For more
information, contact your sales representative.

Notice
Although reasonable effort is made to ensure that the information in this document is complete and
accurate at the time of release, Genesys Telecommunications Laboratories, Inc. cannot assume
responsibility for any existing errors. Changes and/or corrections to the information contained in this
document may be incorporated in future versions.

Your Responsibility for Your System’s Security

You are responsible for the security of your system. Product administration to prevent unauthorized
use is your responsibility. Your system administrator should read all documents provided with this
product to fully understand the features available that reduce your risk of incurring charges for
unlicensed use of Genesys products.

Trademarks
Genesys 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 their
respective holders.

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 2 of 17
Table of Contents
Table of Contents ............................................................................................................................ 3
1 Summary.................................................................................................................................. 4
2 Feature Support ........................................................................................................................ 5
2.1 Feature Chart ................................................................................................................... 5
2.2 Test Cases Chart ............................................................................................................... 6
2.3 General Features ............................................................................................................... 7
2.4 Technical Features ............................................................................................................ 8
2.5 SBC-Specific Features ........................................................................................................ 9
2.6 Feature Details ................................................................................................................. 9
2.6.1 Multisite ........................................................................................................................ 9
2.6.2 High Availability ........................................................................................................... 10
3 Software and Hardware Versions Validated ............................................................................... 11
3.1 Genesys Components ...................................................................................................... 11
3.2 Gateway/SBC .................................................................................................................. 11
4 Features Configuration in Genesys Configuration Environment ................................................... 12
5 Oracle Enterprise Session Border Controller Configuration ......................................................... 16
6 Known Issues and Limitations .................................................................................................. 17
6.1 Issues and Limitations Identified with Genesys Products .................................................... 17

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 3 of 17
1 Summary
This 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/VME version

SCZ830m1p2

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), 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 Server Page 4 of 17
2 Feature Support

2.1 Feature Chart

Feature Name
General Features Supported By SBC Supported
Inbound Calls - Standard Yes
Inbound Calls - Contact Center/Routed Yes
Outbound Calls - Standard Yes
Outbound Calls - Automated Dialer Campaign, CPD by Genesys Yes
Remote Agent, not REGISTERed to SIP Server Yes
Call Qualification & Parking Yes
GVP - Advanced IVR (VXML, TTS, ASR, etc), Conferencing, & more Yes
Technical Features Supported
“Single Site” Yes
“Multisite” Yes
SIP Business Continuity Yes
Transfer with re-INVITE Yes
Transfer with 3xx Yes
Transfer with REFER Yes
Ad Hoc Conference Yes
SIP Authentication No
SIP Over TLS Yes
SRTP Yes
Service Monitoring Yes
SIP Server High Availability - with Virtual IP Address Yes
SIP Trunk/SBC/Gateway High Availability - with Virtual IP Address Yes
SIP Trunk/SBC/Gateway High Availability – List of IP Addresses N/T
SIP Server High Availability - DNS-based Redundancy with SIP Proxy N/T
SIP Trunk/SBC/Gateway High Availability - DNS-based Redundancy N/T
Audio Codec Support Yes
Video Support N/T
SBC-Specific Features Supported
Inbound & Outbound Calls Yes
SIP Agent 3PCC Control Yes*
Remote Agent - Transfer with REFER (SIP Phone via SBC) Yes
Transfer with REFER Yes
Transfer with re-INVITE Yes

* See the Known Issues section.

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 5 of 17
2.2 Test Cases Chart

Functional Test Cases

# Scenario Description Supported
1 Inbound Call to Agent released by caller Yes
2 Inbound Call to Agent released by agent Yes
3 Inbound Calls rejected Yes
4 Inbound Call abandoned Yes
5 Inbound Call to Route Point with Treatment Yes
6 Interruptible Treatment Yes
7 IVR (Collect Digit) Treatment Yes
8 Inbound Call routed by using 302 out of SIP Server signaling path Yes
9 1PCC Outbound Call from SIP Endpoint to external destination Yes
10 3PCC Outbound Call to external destination Yes
11 1PCC Outbound Call Abandoned Yes
12 Caller is put on hold and retrieved by using RFC 2543 method Yes
13 T-Lib-Initiated Hold/Retrieve Call with MOH using RFC 3264 method Yes
14 3PCC 2 Step Transfer to internal destination by using re-INVITE method Yes
15 3PCC Alternate from consult call to main call Yes
16 1PCC Unattended (Blind) transfer using REFER Yes
17 1PCC Attended Transfer to external destination Yes
18 3PCC Two Step Conference to external party Yes
19 3PCC (same as 1PCC) Single-Step Transfer to another agent Yes
20 3PCC Single Step Transfer to external destination using REFER Yes
21 3PCC Single Step Transfer to internal busy destination using REFER Yes
22 Early Media for Inbound Call to Route Point with Treatment Yes
23 Early Media for Inbound Call with Early Media for Routed to Agent Yes
24 Inbound call routed outbound (Remote Agent) using INVITE without SDP Yes
25 Call Progress Detection Yes
26 Out of Service detection; checking MGW live status Yes
27 SIP Authentication for outbound calls No
28 SIP Authentication for incoming calls No
SBC-Specific Test Cases
29 T-Lib-Initiated Answer/Hold/Retrieve Call for Remote SIP endpoint which supports the Yes
BroadSoft SIP Extension Event Package
30 3PCC Outbound Call from Remote SIP endpoint to external destination Yes
31 3PCC Two Step Transfer from Remote SIP endpoint to internal destination Yes
32 1PCC Attended Transfer from Remote SIP endpoint to external destination Yes

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 6 of 17
2.3 General Features

SIP Trunk or Gateway -

Description Supported Test Cases
Feature Compatibility
Inbound Calls - Standard Direct calls to a phone/user with a DID # Yes 1, 2, 3, 4,
12
Inbound Calls - Contact Center / Contact Center calls; may be queued or Yes 5, 6, 7, 13,
Routed played some announcements before being 22, 23
routed to an agent
Outbound Calls - Standard Manually Dialed, or Forwarded to external Yes 9, 10, 11
destination
Outbound Calls - Automated Automated dialing by Genesys OCS or similar Yes 25
Dialer Campaign, CPD by application Call Progress Detection by Genesys
Genesys Media Server
Remote Agent, not REGISTERed Typically using a PSTN phone behind the Yes 24
to SIP Server gateway or SIP Trunk
Call Qualification & Parking Simple IVR controlled by a routing strategy, Yes 5, 6, 7, 22,
and queuing of calls with announcements or 23
music
GVP – Advanced IVR (VXML, Same SIP signaling as qualification & parking Yes 6, 7
TTS, ASR, etc), Conferencing, &
more
Call Recording No meaningful impact to SIP signaling No
dedicated
test cases

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 7 of 17
2.4 Technical Features

Technical Compatibility –
Description Supported Test Cases
Architecture & SIP Protocol
“Single Site” One instance of Genesys SIP Server Yes All Test cases
apply
“Multisite” Two or more instances of Genesys SIP Yes No “dedicated”
Server, behind a single Trunk and/or SBC test cases
SIP Business Continuity The SIP Business Continuity Architecture [not tested – Not covered
across two active data centers requires by standard
supplemental test plan
testing]
Transfer with re-INVITE Transfer method reflects the signaling sent Yes 14,15
to the SIP Trunk or gateway
Transfer with 3xx Redirect prior to call connection Yes 8
Transfer with REFER Transfer method reflects the signaling sent Yes 16,17,19,20,21
to the SIP Trunk or gateway
Ad Hoc Conference Conference controlled on Genesys SIP Yes 18
Server & Media Server
SIP Authentication No 27, 28
SIP Over TLS Refer to the Genesys 8.1 SIP Server Yes No dedicated
Deployment Guide test cases
SRTP Yes No dedicated
test cases
Service Monitoring Monitoring with OPTIONS messages Yes 26
SIP Server High Availability - Effectively transparent to external devices Yes No dedicated
with Virtual IP Address test cases
SIP Trunk/SBC/Gateway High Effectively transparent to external devices Yes No dedicated
Availability - with Virtual IP test cases
Address
SIP Trunk/SBC/Gateway High Support for a highly available SBC or SIP [not tested – Not covered
Availability – List of IP Addresses Trunk with either multiple active nodes or requires by standard
primary/backup; SIP Server is configured supplemental test plan
with the IP address of each node (typically testing]
using the backup contact setting on SIP
Server)
SIP Server High Availability - Architectures with SIP Proxy used to [not tested – Not covered
DNS-based Redundancy with manage high availability requires by standard
SIP Proxy supplemental test plan
testing]
SIP Trunk/SBC/Gateway High Support for an SBC or SIP Trunk with DNS- [not tested – Not covered
Availability - DNS-based based redundancy (the contact of the DN on requires by standard
Redundancy SIP Server would be hostname/FQDN) supplemental test plan
testing]
Audio Codec Support The test plan does not include dedicated Yes All test cases
tests for each codec; codecs are supported utilize the
by Media Server/GVP, and by the SIP “default”
endpoints codec

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 8 of 17
Video Support The test plan does not include dedicated No dedicated
tests for video; video is supported by Media test cases
Server/GVP, and by the SIP endpoints

2.5 SBC-Specific Features

SBC Feature Compatibility for Agent REGISTERed to

Supported Test Cases
SIP Server through SBC
Inbound & Outbound Calls Yes 29,30
SIP Agent 3PCC Control Yes 29
Remote Agent - Transfer with REFER (SIP Phone via SBC) Yes 30
Transfer with REFER Yes 30
Transfer with reINVITE Yes 31

See section 6 for known limitations.

2.6 Feature Details

2.6.1 Multisite

Note:
This application
SIP Trunk or SIP Trunk or note uses the term
Gateway Gateway “multisite” to cover
architectures with
transfers with ISCC,
which conform to
either option on the
SBC left: a SIP
Trunk/Gateway
through a single
SBC, or a SIP
Trunk/Gateway
connected directly.
SIP Server 1 SIP Server 2 SIP Server 1 SIP Server 2
or or
Either REFER or
T-Server + T-Server + reINVITE may be
PBX PBX tested and
supported.

Architectures with 2
or more SBCs are
beyond the scope of
this app note.

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 9 of 17
2.6.2 High Availability

This Application Note and the Test Plan provide coverage and support for High Availability
accomplished 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 is
typically transparent at the SIP signaling layer which instance is active. This method of high availability
may be employed by Genesys SIP Server, an SBC, or by the components that provide the interface for
a standard “SIP Trunk.”

Other methods of high availability do exist. These methods require more advanced logic on the part of
each SIP component to monitor multiple instances of another component, and select the appropriate
instance. For example, SIP Server supports configuring a primary and backup IP address for a
component (using the contact and contacts-backup options). This method is referred to as a “List of IP
Addresses” in this Application Note. In another example, SIP Server does support using an FQDN to
reach another component, and can utilize multiple DNS records to help choose the best component
instance. 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 Application
Note (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 Server Page 10 of 17
3 Software and Hardware Versions Validated
The following Genesys components and Oracle Enterprise Acme Packet SBC were validated for
reference configuration examples.

3.1 Genesys Components

Genesys Components

Component Version Notes

Genesys SIP Server performs call switching

SIP Server 8.1.1 and control. SIP Server communicates via
SIP with SIP Endpoints.

Used to handle media interactions such as

Media Server 8.1.7 call treatments (ring back, busy tones and
music on hold); also used as MCU.

Optionally can be used for DNS-based HA

SIP Proxy 8.1.1
deployment.

SIP Feature Server 8.1.2 Used as a SIP Voicemail Server.

3.2 Gateway/SBC

3rd Party Hardware Components

Model Version Notes

Oracle Enterprise SBC 4600 SCZ830m1p2 SCZ830m1p2 or later are supported

For a full listing of 3rd party hardware/software supported by Genesys, see the Genesys Supported
Media Interface (SMI) Guide.

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 11 of 17
4 Features Configuration in Genesys Configuration Environment
This section describes how to configure features presented in the Feature Chart in Genesys
configuration environment.

Features can be configured in the SIP Server Switch on a DN object of type Trunk representing the SIP
Trunk 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 basic
Genesys environment.

Genesys SIP Configuration

Features Supported By Gateway/SBC

General
Key Actions and Procedures
Features

1. In the Genesys configuration environment, under Switch -> DNs, create a DN object of
type Trunk. This object represents the SIP Trunk pointing to the SBC.
2. In the Trunk DN -> TServer section, configure:
Inbound Calls –
Standard 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 -> TServer
Test cases: section, configure:
1, 2, 3, 4, 5, 6, sip-early-dialog-mode=1
7, 12, 13, 22,
4. If needed, specify the method of hold media SDP (RFC 3264 “inactive” SDP) to be used by
23
SIP Server for third-party call control (3pcc) hold operations.
In the SIP Server Application -> TServer section, configure:
sip-hold-rfc3264=true

Note: By default, SIP Server uses “black hole” RFC 2543 method (c=0.0.0.0).

Inbound Calls - Same configuration as for Inbound Calls - Standard, above.

Contact
Center/Routed

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 12 of 17
 1. In the Genesys configuration environment, under Switch -> DNs, create a DN object of
type 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 DN
object as described in Inbound Calls - Standard, above.
Outbound Calls
- Standard 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.
Test cases: 6. If needed, specify the REFER method that SIP Server will use to make 3pcc outbound
9, 10, 11 calls. In the DN object of type Extension -> TServer section, configure:
refer-enabled=true
7. Start SIP Server.
8. After successful SIP registration, the phone is ready for making outgoing calls and
receiving incoming calls.
9. Run your desktop client to make a test call.

1. Enable call progress detection to be done by Media Server. In the Trunk Group DN
(pointing to RM) -> TServer section, configure:cpd-capability=mediaserver
2. Instruct SIP Server to use the re-INVITE method for 3pcc calls with call flow 1:refer-
enabled=false
Outbound Calls make-call-rfc3725-flow=1
- Automated
3. Disable a ring tone for scenarios that might include CPD by specifying:
Dialer
Campaign, CPD ring-tone-on-make-call=false
by Genesys 4. Specify the Request-URI in the following format:
sip:msml@<RMHost>:<RMPort>;media-service=cpd;gvp-tenantid=[<tenant
Test case: 25 name>]
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, No configuration is required

not
REGISTERed to
SIP Server

Test cases: 24

Call No configuration is required

Qualification &
Parking

Test cases:
5, 6, 7, 22, 23

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 13 of 17
GVP – Deploy Genesys Media Server with required capabilities.
Advanced IVR See the Genesys 8.1 SIP Server Deployment Guide for details.
(VXML, TTS,
ASR, etc),
Conferencing, &
more

Technical
Key Actions and Procedures
Features

Deploy one instance of SIP Server. See “Inbound Calls” and “Outbound Calls” features, above.
“Single Site”

Deploy two or more instances of Genesys SIP Server behind a single Trunk and/or SBC. See
“Multisite” Multisite and the Genesys 8.1 SIP Server Deployment Guide for details.

SIP Business Refer to the Genesys SIP Server High-Availability Deployment Guide.
Continuity

Transfer with Specify the re-INVITE method to be used for 3pcc Attended transfer. In the DN type Extension
re-INVITE (transfer controller) -> TServer section, configure:
Test cases:
refer-enabled=false
14, 15

Transfer with Force SIP Server to put itself in the Out Of Signaling Path (OOSP) after the Unattended
3xx transfer (Genesys Single-Step Transfer) or routing to the external destination has been
completed. In the Trunk DN object (representing the SBC) -> TServer section, configure:
Test case: 8 oosp-transfer-enabled=true

Transfer with Specify the REFER method to be used for 3pcc transfer operations. In the Trunk DN object
REFER (representing the SBC) -> TServer section, configure:
refer-enabled=true
Test cases:
16, 17, 19, 20,
21

Ad Hoc Deploy Genesys Media Server with MCU capabilities.

Conference See the Genesys 8.1 SIP Server Deployment Guide for details.

Test case: 18

Refer to the Genesys 8.1 SIP Server Deployment Guide.

SIP Over TLS

No configuration is required.
SRTP

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 14 of 17
 Specify how often (in seconds) SIP Server should check a device for out-of-service status. In
Service
the Trunk DN object (representing the SBC) - > TServer section, configure:
Monitoring
oos-check=10
Specify when SIP Server should place a non-responding device into out-of-service status. In
Test case: 26
the Trunk DN object (representing the SBC) - > TServer section, configure:
oos-force=5

SIP Server High Refer to the Genesys SIP Server High-Availability Deployment Guide.
Availability -
with Virtual IP
Address

SIP Server High Requires HA deployment using SIP Proxy. SIP Proxy can be used in the SIP Server standalone
Availability - deployment or Genesys Business Continuity with SIP Proxy deployment. Refer to the Genesys
DNS-based SIP Proxy Deployment Guide and Genesys SIP Server High-Availability Deployment Guide.
Redundancy
with SIP Proxy

Audio Codec No configuration is required.

Support

SBC-Specific
Features Key Actions and Procedures

Inbound & 1. Deploy one instance of SIP Server. See the “Inbound Calls” and “Outbound call” features,
Outbound Calls above.
2. Point a phone to the SBC IP address.
Test cases:
29, 30

In the DN object of type Extension -> TServer section, specify support for the BroadSoft
Extension Event Package:
sip-cti-control=talk, hold
SIP Agent 3PCC
Control See the Known Issues section.

Test case: 29 Note: If required, specify the method of hold media SDP (RFC2543-compliant implementation)
to be used by SIP Server for third-party call control (3pcc) hold operations. In the SIP Server
Application -> TServer section, configure:
sip-hold-rfc3264=false

Transfer with Specify the REFER method to be used for 3pcc transfer operations. In the Trunk DN object
REFER (representing the SBC) - > TServer section and in the DN object of type Extension -> TServer
section, configure:
Test case: 30 refer-enabled=true

Transfer with Specify the re-INVITE method to be used for the 3pcc Attended transfer. In the DN object of
re-INVITE type Extension (transfer controller) -> TServer section, configure:
refer-enabled=false
Test case: 31

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 15 of 17
5 Oracle Enterprise Session Border Controller Configuration
This section provides general guidelines for configuring the Oracle Enterprise SBC. Genesys
recommends consulting Oracle Enterprise SBC documentation for more information.

https://www.oracle.com/technical-resources/documentation/acme-packet.html

Oracle Enterprise Session Border Controller Configuration

Features Supported By SBC

Feature Key Actions and Procedures

Standard Configure the basic setup including media-manager, network-interface for all physical
Configuration connections, phy-interface, sip-config, system-config, steering-pool, and sip-interface for all
for SBC connections.

realm-config
identifier Core
network-interfaces s0p0:0
Realm
mm-in-realm enabled
configuration
out-translationid change1
access-control-trust-level high
refer-call-transfer enabled

session-agent
hostname 172.18.0.124
ip-address 172.18.0.124
port 4080
realm-id Core
Session agent description Genesys Agent
configuration options refer-reinvite
refer-call-transfer enabled
refer-notify-provisional all

local-policy
from-address *
to-address *
source-realm Core
description
Local policy activate-time
configuration deactivate-time
state enabled
policy-priority none
policy-attribute
next-hop 192.168.1.93
realm Access

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 16 of 17
 action none
terminate-recursion disabled
carrier
start-time 0000
end-time 2400
days-of-week U-S
cost 0
state enabled
app-protocol
methods
media-profiles
lookup single
next-key
eloc-str-lkup disabled
eloc-str-match

6 Known Issues and Limitations

6.1 Issues and Limitations Identified with Genesys Products

An external caller might not hear Music on Hold when a call was placed on hold by an agent
using the 3pcc hold operation. This issue occurs when an agent phone is REGISTERed to SIP
Server through the SBC and the hold operation was done through the RFC-3264-compliant
implementation (sip-hold-rfc3264=true).

Genesys Application Note – Oracle Enterprise SBC with Genesys SIP Server Page 17 of 17