Transfer voicebot calls to contact center

Transfer voice bot calls to contact center

To transfer voice bot calls to your contact center, you need to configure your Conversation Builder voice bot using the native integration. For more information, please see the developer documentation here: Conversation Builder - Transfer Call Integration.

SIP Transfer

For SIP-based calls, configure a SIP connection that allows communication between Conversational Cloud and your contact center. When you configure this SIP connection, you can generate a unique SIP URI domain that you will need to use when you configure your Conversation Builder voice bot. For more details on setting up the SIP connection, see Setup CPaaS Configuration.

In order to ensure SIP calls from Conversational Cloud to your contact center go through, you might need to update your network configuration to whitelist Telnyx traffic. More information can be found at https://sip.telnyx.com/.

This configuration varies depending on the contact center. For details regarding specific contact centers, see Contact Center Configuration.

Tips

• To pass contextual data from the voice bot call to your contact center, you can set up custom SIP headers when you configure the native Conversation Builder integration. This can be used for passing important information like the conversation ID from Conversational Cloud to your contact center’s agents. For more info, see Conversation Builder - SIP Headers.

In order to transfer Voice calls from your contact center to your LivePerson voice bot, you  likely need to configure your IVR flow or contact center configuration to allow external traffic to LivePerson’s CPaaS provider.

Transfer Contact Center Calls To Voice Bots

SIP Transfer

For SIP-based calls, configure a SIP connection that allows communication between your contact center and Conversational Cloud. When you configure this SIP connection, you can generate a unique SIP URI domain and authentication credentials that should be configured on your contact center for the SIP-based transfer. For more details on setting up the SIP connection, see CPaas Setup.

This configuration varies depending on the contact center. For details regarding specific contact centers, see Contact Center Configuration.

Passing contextual information

Regardless of the type of call you make (SIP or E.164), under SIP Headers, you can use the free-form fields to add key/value pairs for the contextual information to pass along in the call. You can then configure your LivePerson voice bot to use this information.

Configure the voice bot

The custom SIP headers that you send during the call transfer are made available to your LivePerson voice bot as a part of the conversation metadata that is sent in the first conversation message to the bot. 

In order to use this metadata in your voice bot, add custom code to the voice bot to access this metadata and store this data as a bot variable.

Here is an example of how you can access the custom data:

var clientMetadataResponse = botContext.getMetadata("voiceClientDataResponse");

botContext.printDebugMessage("ClientMetaDataResponse = " + clientMetadataResponse);

if (clientMetadataResponse && clientMetadataResponse.length > 0) {

  clientData = clientMetadataResponse[0].clientData;

  botContext.printDebugMessage(“clientData = ” + clientData);

}

For more information, see the developer documentation here: Conversation Builder - Get Conversation Metadata.