To start using Sprinklr VoiceConnect with the Sprinklr Service (CCaaS) platform, you must complete four key configuration steps. All setup tasks are performed within the Sprinklr VoiceConnect Persona App. 

This guide walks you through the required steps to enable secure and reliable voice communication using your telephony infrastructure. 

Open the Voice Connect Persona App from the Sprinklr launchpad. You will be redirected to the Configuration window where the following setup tasks must be completed.  

Step 1: Voice Account Configuration 

The first step is to create your VoiceConnect API instance and configure the outbound SIP domain. This setup enables Sprinklr to initiate outbound calls from the platform. 

What you configure: 

• VoiceConnect instance 

• Outbound SIP domain name (for routing calls) 

Why it matters: 
This setup ensures that outbound voice traffic is routed securely and correctly to your telephony infrastructure. 

For detailed steps, refer to the Voice Account Configuration guide. 

Step 2: IP Access Control List (ACL) 

Define a list of trusted IP addresses by configuring the IP Access Control List (ACL). These typically include the IP addresses of your Session Border Controllers (SBCs). 

What you configure: 

• IP addresses that are allowed to send/receive SIP traffic 

Why it matters: 
This step ensures that only authorized network components can interact with VoiceConnect, adding a layer of network-level security. 

For detailed steps, refer to IP Access Control List Configuration guide. 

Step 3: SIP Trunk Setup 

Set up the SIP Trunk to manage voice traffic between your systems and Sprinklr. 

What you configure: 

• Supported voice codecs (e.g., G.711, G.729) 

• Transport protocol (UDP, TCP, or TLS) 

• SIP header mappings (for routing and authentication) 

Why it matters: 
Correct trunk configuration ensures interoperability with your on-prem PBX or telecom provider and allows calls to be processed with minimal latency or packet loss. 

For detailed steps, refer to SIP Trunk Setup guide.  

Step 4: Voice Application Setup 

Finally, configure the Voice Application to integrate your phone numbers (BYOC) into Sprinklr. 

What you configure: 

• Import and assign carrier-provided phone numbers 

• Map numbers to voice workflows 

Why it matters: 
This links your telephony system with Sprinklr’s platform features such as: 

• Call routing 

• IVR prompts 

• Queue and agent management 

For detailed steps, refer to Voice Application Setup guide. 

Next Steps 

Once all four steps are completed: 

• Test inbound and outbound call flows. 

• Validate SIP registration and media path. 

• Monitor call quality through the reporting dashboard.