Dialogue Cloud

On Premises

Enabling EDR

This document aims to provide a summary of steps needed to enable EDR Enhanced Direct Routing (EDR) is a mechanism introduced by Anywhere365 based on Microsoft Direct Routing (Option 2) to allow richer transferheaders in SIP messages, allowing for more information to be passed on in transfer and forward scenarios. if this hasn't been done during initial setup of your Anywhere365 Dialogue Cloud. Or in exceptional case, if EDR needs to be disabled.

Introduction

Enhanced Direct Routing (hereafter EDR) is Anywhere365's default method of configuration to Dialogue Cloud. EDR is the Anywhere365 name of Microsoft Direct Routing, Call Transfer setup Option #2 which enables REFER support by a customer SBC. (For more information on the two options supported by Microsoft see: https://learn.microsoft.com/en-us/microsoftteams/direct-routing-protocols-sip#call-transfer .)

This allows call setup and transfer SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. messages and headers from a customer's Teams server to be sent to, seen and handled by the SBC's in Anywhere365 Dialogue Cloud.

Note

Without EDR (or rather using Microsoft Option #1) all call setup and transfer information is not-visible to Anywhere365 Dialogue Cloud (it remains within Microsoft owned Teams servers) making expedient tracing and troubleshooting call and transfer issues as well as many transfer scenarios by UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. agents impossible.

The benefits of EDR are:

  • Dialogue Cloud SBC's will handle call forwards, transfers and CLID's by agents and UCC's (instead of leaving it up to Microsoft Teams).

  • Direct control by Anywhere365 of agent reservation and release after hunts, calls or transfers, regaining quicker control of available agents.

  • Call tracing in case of troubleshooting can be performed by the SBC administrators of Anywhere365 or their Partners.

It does require a simultaneous change on three separate components in a typical Dialogue Cloud setup.

Steps to enable EDR

To enable EDR, configuration changes need to be done on three separate places. For some of which multiple instances may exist so please consider and plan these changes carefully.

  1. Each customer SBC (Session Border Controller) should be set up so it supports “REFER” as an allowed SIP method.
    See 6.7.2 Handling of SIP REFER message (EDR prerequisite description) (Microsoft option #2)

  2. Each UCC Service should be enabled for EDR. This can be done through the Partner Portal.
    See: Actions Menu per UCC Service (choice 7)

  3. The Anywhere365 SBC in Dialogue Cloud needs to be configured to enable EDR for the customer SBC connection. This can be done through the Partner Portal.
    See: Edit existing SBC Configuration

Steps to disable EDR

To disable EDR, configuration changes need to be done on three separate places. For some of which multiple instances may exist, so please consider and plan these changes carefully.

  1. Each customer SBC (Session Border Controller) should be set up so it does not support “REFER” as an allowed SIP method.
    See 6.7.2 Handling of SIP REFER message (EDR prerequisite description) (Microsoft option #1)

  2. Each UCC Service should be disabled for EDR. This can be done through the Partner Portal.
    See: Actions Menu per UCC Service (option 8)

  3. The Anywhere365 SBC in Dialogue Cloud needs to be configured to disable EDR for the customer SBC connection. This can be done through the Partner Portal.
    See: Edit existing SBC Configuration