3. SIP Call Transfer Integration

3. SIP Call Transfer

SIP Call Transfer Integration is used when the customer lacks an IVR system or when the existing IVR cannot perform Voice Activity Detection (VAD). In this case, the call is transferred to the Hummingbird service via SIP integration from the customer's IVR, or the service can be used directly if the customer does not have an IVR. Knovvu VA manages both Speech Recognition (SR) and Text-to-Speech (TTS) services directly.

Transferring call with SIP to Hummingbird service of Knovvu Virtual Agent

This option is useful for the customers who do not have an IVR or whose IVR cannot make "Voice Activity Detection".

In this option an additional service called Hummingbird should be deployed to an onprem windows machine.

• SIP Trunk aka Hummingbird is the phone interface of the Knovvu Platform.
• SIP support is required to enable Hummingbird to integrate with devices. Any telephone central, softphone and IP phone that supports SIP can connect to and call the Voice Gateway.
• Telephone central (pbx) follows the steps below to make calls on the way to SIP Trunk;
• First, the extension numbers are connected to the telephone central, digiting is made and the request is first forwarded to the telephone central, then the central forwards the call to the desired number.
• The central is a common center that forwards all calls. SIP Trunk has to be connected to the telephone central.
• Sip trunk setting is made in the telephone central and extension numbers are assigned to the central. How to make this setting differs from central to central.
• The information on which IP/domain name and port the SIP Trunk is working on is given to the telephone central and incoming calls to the central are forwarded to the relevant IP-port.
• SIP, SIP +SRTP or SIP + RTP data packets are supported by Knovvu IVR.
• While the call is forwarded to the sip trunk, which is suitable for the IP-Port information, a SIP packet is sent, in this packet, it is written by which number it was called. SIP Trunk can recognize which number is calling from this SIP package.
• More than one number can be assigned to the SIP Trunk.

How to integrate?

1. Deploy Hummingbird
2. Manage user call transfer from Customer IVR to Hummingbird (or Hummingbird can be used as an stand alone IVR)
3. Create a scenario in Hummingbird to use Knovvu VA SYNC API
4. Create project in Knovvu VA which is suitable for voice channels
5. Publish the project in Knovvu VA
6. Test the pipeline/topology

• Knovvu sends an integration request to SIP Trunk, which includes the tenant name, project information, orchestrator API, and associated phone number. When called by this number, the request for the work of the relevant project is sent.
• SIP trunk also saves that number to itself.
• When the number reaches the SIP Trunk via the telephone central, it matches the relevant number from the SIP Trunk integrations and sends the activity to the relevant project.
• If a call is made by a number that has not been integrated, the answer is returned to the central as a number is not found.
• The central setting is required for routing the call to the SIP Trunk.
• Integration setting enables the dialed number to be understood in which project it will work.
• The communication between the SIP Trunk and Orchestrator can be both voice and digits. Orchestrator and SIP Trunk has asynchronous traffic between them when transmitting the voice or digit activity.
• In the call, when the first conversation starts, voice recording also starts, and these voice packets are sent to the audio storage when the conversation is done. SIP Trunk sends the audio storage URL link to the orchestrator. Voice packets are sent in 20 ms long RTP packets. Any audio storage application that is compatible with the SIP protocol can be used.
• The voice message received by the orchestrator is processed, and the answer is returned to the SIP Trunk as a voice response by using SR and TTS integration.
• If the message is sent to the SIP Trunk as a digit message, if there is no digit message for four seconds, the message is considered to be complete and transmitted to the orchestrator text format. After the incoming message is processed by the orchestrator, a reply is returned as a voice message using TTS.
• IVR integration is provided with asynchronous message traffic.