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Integrate Twilio with U-Self Serve through UVC

U-Self Serve can be integrated with Twilio using UVC and the following actions can be performed:

  • Record calls that passes through UVC

  • Transfer call to a live agent through UVC.

Steps to follow while sending a SIP Invite from Twilio

In this section, we describe the steps to be followed while sending a SIP invite from Twilio to U-Self Serve's SIP Server for Inbound Calls.

Create SIP Trunk in Twilio

Follow the given below steps to create SIP Trunk in Twilio:

  1. Login in to Twilio application.

  2. From Twilio Console, select the Account.

  3. Expand Elastic SIP Trunking from the left menu and click Trunks.

  4. Click Create new SIP Trunk button, a popup screen opens.

    1. Enter a name for the new SIP Trunk.

    2. Enter the Priority of the SIP Trunk. Priority ranks the importance of the URI where the lowest number represents the highest importance.

    3. Enter the Weight of the SIP Trunk. Weight is used to determine the share of load when more than one URI has the same priority. The higher the value, the more load a URI is given.

  5. Once the new SIP Trunk is created, the General Settings screen appears.

  6. In Features section, enable Secure Trunking to send SIP messages in encrypted form through TLS.

    Note

    Let the Call Recording feature remain disabled as U-Self Serve has a provision to record calls within the application.

  7. Enable Call Transfer (SIP REFER).

  8. In Caller ID for Transfer Target, select Set caller ID as Transferee.

  9. Click Save.

Configure Origination Settings

To configure the Origination settings follow the given below steps:

  1. From Elastic SIP Trunking, select Origination.

  2. In Origination URIs, click + button, the Add Origination URL screen appears.

  3. In Origination SIP URI, enter the host part of the SIP URI.

    Example: sip:1234@10.122.11?X-DomainIdentifier=abcdefgh123456&X-Language=English-US

    Note

    Note:

    • To obtain SIP URL, create a support ticket so that the PE or Devops team can create SIP server and IP.

    • Obtain the X-DomainIdentifier (UVC Key) from UVC Settings.

    • No TLS information is required in the SIP URL as it is already mentioned while creating SIP Trunk.

  4. Click Add.

Note

If concurrency is high, you can handle load by creating multiple SIP servers and configure the Origination URLs.

Add SIP URI to Phone Number

  1. From Phone Numbers, Select Active Numbers.

  2. Select the number for which Voice Configuration need to be made.

  3. In Voice Configuration screen, go to Configure with and select SIP Trunk from the drop down.

  4. In SIP Trunk, all SIP Trunks are listed in the drop down. Select the SIP Trunk of your choice.

  5. Click Save Configuration.

Initiate Calls from Telephony through UVC

In U-Self Serve, to initiate a call through UVC, send a SIP invite to one of the below given urls from your telephony system in the Origination URIs.

sip:uvcrec@sipserverip
sip:uvcno@sipserverip
Record Calls from Telephony System through UVC

U-Self Serve can record the voice calls from telephony system that are processed through UVC. By implementing embedded call recording functionality, the application complies with industry regulations and ensures data security. The option to redact and delete recorded data is also available upon request.

The call recording and the call meta data such as Call Id, Start time, End time and more will be available in the SIP server. The call recording is saved as .wav file and securely stored in Amazon Elastic File System (EFS). The recorded audio file can be accessed through Bot Analytics page and valid for three months.

In the Origination, use the appropriate SIP url based on your requirement.

  • To enable call recording use sip:uvcrec@sipserverip

  • To disable call recording use sip:uvcno@sipserveip

Transfer call to an Agent using UVC

In U-Self Serve, the agent transfer SIP URL is configured through Call Transfer Intent Configuration API. With this API, you can create or update the parameters that are required to be mapped to any "Agent_Transfer" Intent type for a Virtual Agent. This data is used by UVC at runtime to select the agent skill group to which the call needs to be transferred.

Ensure Call Transfer (SIP REFER) is enabled and Caller ID for Transfer Target is set to Set caller ID as Transferee in Create SIP Trunk.

Ensure Update Call Transfer Intent Configuration which is grouped under Virtual Agent Controller in swagger is updated.

Note

In UVC, a call can be transferred to a live agent only through SIP URL and not through phone number.

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