uip sip implementation best practices060409

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Unified IP SIP Best Practices

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  • 1.Asp ect Unified IP 6.5.x SIP Implementation Best Practices _ Aspect Unified IP 6.5.x SIP Best Practices 1

2. TABLE OF CONTENTSPurpose of this Document ................................................................................................... 4 Network Readiness & Assessment ..................................................................................... 4 SIP Definitions .................................................................................................................... 5 List of Machines and IPs..................................................................................................... 6 SIP Module Hierarchy ........................................................................................................ 7 Server Configurator ............................................................................................................ 8 SIP Web Servcie ............................................................................................................... 13Logs and server.xml ................................................................................................ 16 Aspect SIP Proxy .............................................................................................................. 17 Sipserver config ....................................................................................................... 19 IPPBX reference ...................................................................................................... 22 IPPBX Redundant Routing ...................................................................................... 24 Outbound Routing.................................................................................................... 25 Inbound Routing ...................................................................................................... 26 Backup / Restore ...................................................................................................... 28 Backup Proxy PTP ................................................................................................... 29 Logs.......................................................................................................................... 33 Aspect SIP Proxy update 2.0.1.8 ...................................................................................... 34 TA / DCP .......................................................................................................................... 37 Gateway Configurator - SIP Circuit ................................................................................. 38 Numbering Plan ................................................................................................................ 43 Agent Login ............................................................................................................. 44 IPPBX Tie ................................................................................................................ 45 Inbound SIP DNIS ................................................................................................... 46 Appendix-A Quick Step by Step Guide ............................................................................ 49 Appendix-B X-Lite & eyeBeam ...................................................................................... 50 Appendix-C Cisco CCM ................................................................................................... 53 Appendix-D Avaya .......................................................................................................... 55 Appendix-E Asterisk BE................................................................................................... 57 Appendix-F Aspect SIP Phone ......................................................................................... 59 Aspect Unified IP 6.5.x SIP Best Practices2 3. VERSION AND REVISION CONTROL VersionDate Pages AuthorPurpose 1.0012/12/08 AllTom LessardInitial Release 1.013/11/0917 & 34Tom Lessard Add new Link to Aspect Proxy, & Ver 2.0.0.7 1.02 4/4/0933,36,53 Tom Lessard Resetting Proxy, Trans(X)coder use with Cisco 1.03 6/4/0910,16,37 Tom Lessard Add Machine Name and IPs,49 for ALL Sip WEB Services Aspect Unified IP 6.5.x SIP Best Practices 3 4. Purpose of this Document: This document has been compiled to help aid in the best practices for Implementing VoIP / SIP with the Aspect Unified IP environment. All the components that implement with the Unified IP System for SIP are covered in many different Documents and Guides, This document is meant to be a one stop reference guide to cover all the basic steps to Implementing SIP with Unified IP.Where more detailed information can be accessed, a link to that Document is added within the section being covered.At the end of this document are several Appendices that will provide additional information for outside the Unified IP system that will be helpful on sites that are implementing to IPPBXs such as Cisco, Avaya, or Asterisk. Also Appendix A will cover all the discussed steps in a summarized quick step by step guide. This Document Assumes that the Unified IP System is already at a Base Line implementation and the SIP Configuration is being added on top of the already installed system. Network Readiness and Assessment:It is important to understand that voice calls over an IP network (customer LAN/WAN) will only be as good as the network that supports them. Networking changes, failures, excessive latency, insufficient bandwidth, and many other factors can reduce call quality and even result in call failure. Aspect cannot be held responsible for issues related to the customer network. If changes are made to the network or VoIP call count, the network should be retested for VoIP readiness before taking live calls.It is highly recommended that a VoIP Network Assessment be performed to ensure the network is VoIP-ready (capable of supporting the heavy burden of added VoIP traffic). Our Customers can go to a 3rd Party Company offering Network Assessments or, Aspect offers a VoIP Network Analysis that will fully simulate the Customers VoIP CallCenter prior to rollout. The analysis will pinpoint any issues related to latency, bandwidth, QoS, and routing while offering suggestions to maximize efficiency. Please check with the Aspect Project Team about this important offering.There are three documents that are available through our Primus Knowledge Base at kb59404. They are: VoIP networking Guidelines VoIP Network Checklist VoIP Network Pre-Assessment Worksheet.All of these documents should be reviewed by the Project Team with the Customer so we are all on the same page for the need of a quality tested Network prior to going live with Agents. Aspect Unified IP 6.5.x SIP Best Practices4 5. SIP VoIP definitions as related to the Unified IP System:SIP Session Initiated Protocol, this is the only VoIP messaging Protocol used by Unified IP. Think of SIP Messaging as the call setup and tear down communications as used in the D-Channel of a PRI line.RTP Real Time Protocol, this is the protocol that handles the actual audio packets of the calls generated or received by the DCP. Typically all audio that the DCP ANET port handles is communicated via RTP packets, besides the SIP calls, also includes the Xcoder recordings, calls that traverse the TA Privates, TTS etc.UDP User Datagram Protocol is used as the Transport Protocol to pass the RTP packets. UDP is a Low overhead protocol that does not have error checking and packet resends as you would see in TCP. Since it does not make sense to resend audio packets that are now out of sequence UDP is used. This allows the UDP header to be much smaller saving on bandwidth.SIP Web Service This is the service that runs that handles the SIP call messaging on behalf of the TA/DCP for inbound and outbound SIP calls. The SWS runs on Servers that are running Tomcat Web Portals. This is also known by the default reference name sipserver.Aspect SIP Proxy Also referred to as Aspect Proxy or simply the Proxy, is Ultimately responsible for the Switchingof SIP calls. In order perform the switching all SIP components must register with the Proxy i.e.SIP Phones, Sipserver, other IPPBXs, if not directly registered with eth Proxy then a Dial Plan andRoute need to be entered into the Proxy so it knows where to forward specific call requests.IPPBX Internet Protocol Private Branch Exchange, basically any PBX that is VoIP enabled that supports VoIP protocols and call messaging as in SIP. QOS Quality of Service, this is a Flag that is set in the IP Packet in the TOS (Type of Service) Field that shows a priority level for that packet. In VoIP setting this flag gives Higher Priority to the UDP Audio packets over regular Data Traffic. This aids in reducing Latency and Packet Loss issues. In Aspect Products we use DiffServ which is referenced as a value of 46.Codec A Codec (Coder/Decoder) converts Analog Signals to a Digital bit stream. At this time Unified IP only support G.711 uLaw and Alaw. In order to use the G.729a Codec you will need to install an AudioCodes IP Gateway that do support that Codec.G.711 This is the reference of the codec that is most common and currently the only one supported in Unified IP Native SIP. It has the highest audio quality, closest to PSTN Toll quality. It does not have a lot of delay because there is little work done on compressing the audio. Therefore it is also uses the most Bandwidth of 82.8kbps. This is fine for a well setup LAN, but will quickly eat up your Bandwidth across a WAN. (i.e. only 18 simultaneous calls across a 1.544mbit T1 WAN Connection).G.729 This is the reference of the most common compressed codec used today. Unified IP does not support this G.729 codec natively at this time but soon in the future with the new DCP Packet Card. The audio quality is not quite as good as G.711 but one of the best compar

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