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Uniphore Customer Portal

Integrating Telephony Systems with UVC

When an end user calls the contact center number, the call lands on the customer's telephony infrastructure. The telephony sends a SIP invite to the UVC. Once the UVC accepts the SIP invite, a session is initiated, and the call is routed to U-Self Serve Virtual Assistant through the UVC.

Flow of a Call from a Telephony System to U-Self Serve through UVC

  1. End user calls the contact center number.

  2. Call lands on the customer's telephony infrastructure.

  3. Telephony system sends a SIP invite to the UVC. The X-DomainIdentifier and X-Language should be passed as headers in the SIP invite.

    Note

    A call session cannot be initiated without X-DomainIdentifier and X-Language.

  4. UVC accepts the SIP invite and initiates a call session.

  5. Based on the headers, the call is routed to the appropriate U-Self Serve Virtual Assistant.

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