Sprinklr Voice now allows agents to select a dialer during external call transfers.

This article provides information on the behavior of dialer selection and call flow during an external transfer in Sprinklr Voice.

Key Capabilities

• Agents can select a dialer when transferring calls externally

• Admins can set custom caller IDs and SIP headers per dialer

• The system merges SIP headers from both system default and dialer settings

• Calls can be routed via specific SIP domains or trunks

Call Flow

1. Agent Initiates External Transfer

When an agent transfers a call to an external number, the agents can select a dialer. This determines how the call is routed.

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2. Caller ID

The Caller ID displayed for the external call is based on the selected dialer.

• If a caller ID is set in the dialer, that number is used

• If not, system defaults to the Voice Application number

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3. SIP Routing

Sprinklr checks if a Contact SIP Domain is configured:

• If yes, call is routed through that SIP domain

• If no, system uses the trunk set up in the Voice Application

4. SIP Headers

Admins can define custom SIP headers in the dialer settings. During the transfer:

• All SIP headers are merged

• If duplicate headers exist, the dialer’s value overrides the default

Summary

In summary, during an external transfer, the system uses the selected dialer's Caller ID and SIP header configurations, along with the SIP domain or Voice trunk settings, to control how the Transferred call is initiated.

How to Configure This Feature

1. Navigate to Voice Application > Dialers.

2. Select an existing dialer or create a new one. For more information on configuring a dialer, refer to Configuring a Dialer.

3. Configure the following fields:

   • Caller ID: Number to be displayed for outbound external transfers. For more information on Caller ID settings, refer to Caller ID Settings .

   • SIP Headers: Key-value pairs required by your SIP provider. For more information on configuring SIP Headers, refer to Configuring SIP Headers.

   • SIP Trunk or Domain: Define routing behavior if needed

This configuration allows you to create different dialers for different departments, regions, or providers.

How Agents Use This Feature

Once the feature is enabled and dialers are configured:

1. The agent initiates an external call transfer from the active call screen.

2. A dialer selection dropdown appears.

   

3. The agent selects the appropriate dialer based on the context (e.g., Sales, Support, BYOC).

4. The system applies the selected dialer’s configuration to complete the transfer.

The system will use the selected dialer’s settings for the external call.

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