How to limit the number of concurrent calls

Genesys Cloud Routing
1

When use SIPServer.
The scene is as follows:
1.An Agent is ready for nextcall
2.RequestRouteCall receive from URS
3.Agent RequestMakeCall
4、EventDialing and EventRinging are received at almost same time.

Then the agent is both in inbound call and outbound call.

Is there any option which limite the agent must only in one call?

2

? Same URS?

3

yes

I think there is no problem with urs

because when agent is ready when urs routes the call.

There is time difference between RequestRouteCall and EventRinging and the agent makes call in this time difference

4

You are talking about milliseconds here
When agent does the HOOKUP to dial then your agent status is not ready and URS will not send calls to him unless there is some delay on the process. You can try URS parameter verification-time to maybe 2 seconds…

5

yes it is milliseconds

The Agent has been in ready statue in more then 5 seconds so I think verification-time can not be used .

6

Please read the parameter description. Use it.

7

And if can post logs showing this behavior from.URS, Tserver and StatServer

8

Thanks for your reply

Following is the analysis of SIPServer log
1、13:16:28.6559 Agent is ready
@13:16:28. 8.0.400.90 distribute_response: message EventAgentReady
2、13:16:40.937 URS RequestRouteCall
@13:16:40.937 Trc 04541 RequestRouteCall received from [40] (000033c7 URS 10.20.16.171:37579)
3、13:16:40.938: SIP send invite to softphone
@13:16:40.938: Sending [23,UDP] 665 bytes to 10.20.22.239:5066 >>>>>（SIP---->Gateway）
4、13:16:40.989 Agent request make call
@13:16:40.989 Trc 04541 RequestMakeCall received from [57] (00007aca 192.168.126.155:49247) (Agent)
5、13:16:40.9907 EventDialing
@13:16:40.9907 8.0.400.90 distribute_response: message EventDialing
6、13:16:40.9940 softphone send 180 Ringing to SIPServer

7、13:16:40.9943 EventRinging
@13:16:40.9943 8.0.400.90 distribute_event: message EventRinging

Then the two calls are established
9

You could also look into ‘reject-call-incall’ and ‘reject-call-notready’ - reject-call-incall rejects calls to a DNS if that DNS is currently on a call.. 603 Decline SIP response and an EventError TLib message..