> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/connect-telephony/direct-routing/interceptor/interception-behavior.md).

# Interception behavior

Review the inbound and outbound Interceptor call-flow patterns used with Direct Routing.

Use this page to understand the high-level Interceptor call-flow patterns that align with the Dialogue Cloud Neo (Connect) Direct Routing model.

Interceptor behavior depends on the customer SBC routing design. The SBC determines when a direct agent call is sent to Dialogue Cloud and when a call continues on the normal Microsoft Teams or Internet Telephony Service Provider (ITSP) route.

## Simplified behavior table

The following table covers only the external inbound and outbound Direct Routing interception cases for Dialogue Cloud Neo (Connect).

| Call path                         | Required setting state                | Expected behavior                                                                                                              | Caveat                                                                           |
| --------------------------------- | ------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------- |
| Outbound direct agent-to-external | `EnableOutboundInterception` enabled  | Outbound call is intercepted and handled through Dialogue Cloud before the destination-facing leg continues through the SBC.   | Coordinate the outbound SBC route and validate the pilot path before production. |
| Outbound direct agent-to-external | `EnableOutboundInterception` disabled | No outbound interception.                                                                                                      | Normal SBC route applies.                                                        |
| Inbound external-to-agent         | `EnableInboundInterception` enabled   | Inbound call is intercepted and handled through Dialogue Cloud before the agent-facing leg is returned toward Microsoft Teams. | Coordinate the inbound SBC route and validate the pilot path before production.  |
| Inbound external-to-agent         | `EnableInboundInterception` disabled  | No inbound interception.                                                                                                       | Normal SBC route applies.                                                        |

{% hint style="info" %}
`InterUserRecordingDisabled` and Inbound Before Outbound behavior are not covered by this simplified table.
{% endhint %}

### Agent-to-agent or inter-UCC calls

For direct calls from an agent in one UCC to an agent in another UCC, interception depends on which side is configured for interception.

| Call path                           | Setting state                                                                                   | Expected behavior                    |
| ----------------------------------- | ----------------------------------------------------------------------------------------------- | ------------------------------------ |
| Agent in UCC 1 calls agent in UCC 2 | `EnableOutboundInterception` enabled on UCC 1 and `EnableInboundInterception` enabled on UCC 2  | UCC 1 outbound interception applies. |
| Agent in UCC 1 calls agent in UCC 2 | `EnableOutboundInterception` disabled on UCC 1 and `EnableInboundInterception` enabled on UCC 2 | UCC 2 inbound interception applies.  |

Validate agent-to-agent interception with the customer SBC routing design before enabling it for production. If both inbound and outbound interception could match the same call, confirm the intended owner UCC for recording, reporting, and call-control behavior.

## Inbound interception

Inbound interception is the pattern where a direct call to an agent number is routed first to Dialogue Cloud instead of directly to Microsoft Teams.

The durable Direct Routing pattern is:

1. A direct call to an agent number reaches the customer SBC.
2. The customer SBC routes the intercepted call to Dialogue Cloud.
3. If the agent is eligible for interception, Dialogue Cloud applies the required service behavior.
4. Dialogue Cloud creates a new call leg back toward the intended agent.
5. The returned agent-facing leg uses `A365-AgentHunt: 1`, which tells the customer SBC to route that leg toward Microsoft Teams.

If the agent is not signed in or is not eligible for interception, Dialogue Cloud returns `SIP 408 Request Timeout`. The customer SBC should then continue normal routing toward Microsoft Teams.

## Outbound interception

Outbound interception is the pattern where a direct call from an agent number is routed first to Dialogue Cloud instead of directly to the ITSP.

The durable Direct Routing pattern is:

1. The Microsoft Teams user starts an outbound call.
2. The customer SBC recognizes the originating number in the SIP `From` header.
3. The customer SBC routes the call to Dialogue Cloud.
4. Dialogue Cloud applies the required service behavior.
5. Dialogue Cloud creates a new destination call leg back through the SBC.
6. The destination-facing leg typically uses `A365-AgentHunt: 0`, which signals that the leg should continue to a non-Microsoft Teams destination.

If the outbound intercept is not active because the agent is not signed in, Dialogue Cloud returns `SIP 408`. The customer SBC should then continue normal outbound routing.

## Fallback behavior

Plan and test fallback behavior with the customer SBC administrator. In both inbound and outbound interception patterns, the SBC must have a normal routing path for cases where Dialogue Cloud returns `SIP 408` or the intercept path is not active.

Do not repoint live production numbers until the temporary-number or pilot validation path is stable and approved.

## Behavior outside this page

This page covers only the inbound and outbound Direct Routing patterns above. It does not define a full field-level setup procedure, Alternative Caller ID precedence, Snapper or WebAgent procedures, full internal or agent-to-agent interception behavior, reporting or wallboard behavior, diagnostics, or media.

For broader Direct Routing testing, see [Direct Routing routing scenarios and testing](/connect-telephony/direct-routing/direct-routing-routing-scenarios-and-testing.md).


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