Configure Voice Channel

Using the Voice channel, you can configure how SmartAssist handles automation for inbound voice calls. By going to Configuration > System Setup > Channels > Voice, you can set up SIP Transfer.

SIP Transfer Setup

This option is useful when transferring calls to SmartAssist from a toll-free or local phone number using the Session Initiation Protocol (SIP) in your IVR system.

Under Channels > Voice > SIP Transfer, you can configure the network IPs and domains, SIP transport protocol, and SIP credentials (optional) while the SIP URI is pre-configured.

To configure SIP Transfer, follow these steps:

In the Voice channels section, select SIP Transfer.
Click New.
On the Transfer From IVR page, configure the following:
1. SIP URI: This is a preconfigured field.
  Note: This URL is connected to audiocodes. To connect to the Kore gateway and use Kore-managed or supported custom ASR, you must get it changed by a Kore specialist.
2. Network: To configure the Network, you can select one of the following:
  1. Under List of IP Address, type the values for Incoming IP Address in the textbox.
  2. Under Domain Name, provide the following:
    - Fully Qualified Domain Name: The domain name that specifies all domain levels, including the top-level domain and the root zone.
    - DNS Resolve Method (Optional): Select an option from the list to translate IP addresses to domain names for resolution when the hostname is associated with multiple IP addresses. You can choose A-record, SRV, NAPTR, or MS-LYNC.
3. SIPREC Identifier: The field is pre-filled.
4. SIP Transport Type: Select an option from the list. This field will set a protocol to route SIP traffic to servers and other endpoints. The available options are TCP, UDF, and TLS.
5. (Optional) Set the SIP Credentials (User Name and Password) to access your SIP transfer setup account.
6. Click Save.
A success confirmation message is displayed once the Transfer from IVR setting is updated.

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