bala | 2019-12-21 02:58:48 UTC | #1
Hello,
We are running PureCloud voice. I'm front facing the phone number using conversational platform which answering the call and in case if it needs to be routed to an agent, I'm transferring through PSTN.
- How can Genesys options for SIP REFER to transfer calls rather than PSTN? - please let us know the configuration details if it is possible.
- How to pass data to agents using SIP headers?
PureCloud SIP phone trunk settings - connection configuration indicates that the converssation headers be used to insert custom headers in the message. Is it possible using the virtual edge.
Thanks, Bala
crespino | 2019-12-27 18:55:28 UTC | #2
Bala,
In addition to use PureCloud Voice, your org will also need the feature called Bring-Your-Own-Carrier (BYOC) so that you can create a SIP Trunk from your conversational platform to PureCloud. Once you setup a SIP trunk, you won't have to transfer calls via PSTN. Here's some more info: https://help.mypurecloud.com/articles/about-byoc-bring-your-own-carrier/
To pass data along with the SIP call you'll need to use the SIP User-to-User header standard. Data that you pass in the SIP UUI header will automatically be made available to Architect. One common approach is to pass just a session identifier in the SIP UUI header and then use that session identifier as input to a data action to make a request back to the conversational platform to retrieve even more data. Here are the details of the SIP UUI Overview:
https://help.mypurecloud.com/articles/user-to-user-information-uui-overview/
Hope that helps.
DulcePinel | 2020-03-31 20:17:28 UTC | #3
Hi...I believe there is a sip.conf option that tells it, at least for transfers, that it should take account of the domain part, in which case I got the impression from the code that it would generate real outgoing INVITEs. Please note that the error handling for failed REFERs is fairly broken in 1.6 and I don't believe it has been fixed in 1.8, although I haven't checked this.
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tim.smith | 2020-01-03 14:58:04 UTC | #4
Questions about general configuration (like configuring SIP trunks) are better suited for the PureCloud Community Forum or opening a case with PureCloud Care. This forum is specific to API usage and customizations.
system | 2020-02-03 15:03:25 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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