Configure Custom Webhook Header Fields for Inbound IVR Calls

Updated

9 days ago

Sprinklr supports extracting custom SIP header fields from inbound IVR calls using the Expose Custom Headers From Provider Webhook setting in the Voice Configurator section. This feature allows administrators to map and utilize metadata—such as SIPCallID, P-Asserted-Identity, and User-to-User—for dynamic routing, verification, or analytics within IVR workflows.

Why Use Custom Header Fields?

Voice providers often include important metadata in HTTP headers during inbound calls. Mapping these fields enables you to:

Incorporate metadata into IVR logic (e.g., route calls based on a User-to-User value).
Log and analyze call context without engineering intervention.
Standardize call processing across different voice providers.

Configuration Steps

Follow these steps to configure Custom Header fields:

Step 1: Navigate to Voice Settings

Navigate to Voice Care from Sprinklr Launchpad.
Select Inbound Voice Settings under the Voice Configurator section.
Scroll to the Expose Custom Headers From Provider Webhook section.

Step 2: Define Header Field Names

In the Expose Custom Headers From Provider Webhook input box, enter a comma-separated list of the HTTP header names you want to extract.

Examples: SIPCallID, P-Asserted-Identity, User-to-User

Note: Header names are case-sensitive. Ensure they match exactly as sent by your provider.

Step 3: Use Header Fields in IVR Workflows

Once configured, these header values become available in the IVR logic and can be referenced in steps such as:

Conditional branching
Data lookups
Dynamic queue routing

Accessing Header Fields in IVR

These fields are available under:
Voice Conversation → SIP_HEADERS
Each field is stored as a key-value pair in a map.

To reference a specific header’s value in IVR:

ASSET_ID.SIP_HEADERS."<Field_Name>"

Example: ASSET_ID.SIP_HEADERS."User-to-User"

Tip: To validate whether headers are being captured correctly, use a Notes Node to output the entire SIP_HEADERS map during testing.

Examples

Route to VIP queue if User-to-User contains a premium account number.
Trigger manual verification if P-Asserted-Identity is missing or null.

By using custom SIP header fields, you can make your inbound IVR logic smarter, more context-aware, and better aligned with your organization’s call-handling strategies. This feature supports flexible, standards-based integration across voice providers while reducing the need for custom development.

FAQs

Q: What happens if a header is missing from the webhook?
A: The value will be null in the IVR logic. You can build conditional steps to handle missing fields gracefully.

Q: Can I update the header list after deployment?
A: Yes, changes take effect immediately for all new inbound calls.

Q: Is there a limit to the number of headers I can configure?
A: There’s no enforced limit, but we recommend including only the fields you actively use to maintain optimal IVR performance and manageability.