Dialogue Cloud

Enabling EDR

Introduction

Enhanced Direct Routing (hereafter 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.) is a mechanism introduced by Anywhere365 based on Microsoft Direct Routing (option #2) which enables specific 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. headers from a customer's Teams (SIP trunk) to be forwarded to Anywhere365 Dialogue Cloud for better control by a 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. of agent reservation, and release after calls and /or transfers, handling of forwards and transfers by agents and UCC's, and more information benefits. It does however require a simultaneous change on three separate components in a typical customer Anywhere365 UCC setup. This document aims to provide a summary of steps needed to enable EDR if this hasn't been done during initial setup of your Anywhere365 Dialogue Cloud. Or alternatively, if EDR needs to be disabled.

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