To start using Sprinklr VoiceConnect with the Sprinklr Service (CCaaS) platform, you must complete five 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 

• Provider and Region

Why it matters: 
This setup enables 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 enables 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: Credentials List

In this step, you configure authentication credentials used for both incoming and outgoing SIP requests. The Credential List enables that only authorized SIP endpoints can connect to Sprinklr VoiceConnect, maintaining secure communication between your SIP provider, SBC (Session Border Controller), and Sprinklr’s voice infrastructure.

What you configure:

• Voice Account: Select the Voice Account to which this Credential List will apply. The credentials you define here will be used only for SIP traffic linked to this account.

• Credentials: Add the username and password provided by your SIP provider. These credentials authenticate SIP registrations and requests.

Why it matters:

Configuring the Credential List is critical for securing SIP communication.

• For inbound traffic, it enables only trusted sources can send SIP requests to your VoiceConnect instance.

• For outbound traffic, it allows Sprinklr to authenticate successfully with your SIP provider before initiating calls.

A correctly configured Credential List prevents unauthorized access and enables smooth SIP registration and call flow.

For detailed steps, refer to Credentials List.

Step 4: 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, TLS or MTLS) 

• Origination Policy and other related settings

Why it matters: 
Correct trunk configuration enables 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 5: 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 five steps are completed: 

• Test inbound and outbound call flows. 

• Validate SIP registration and media path. 

• Monitor call quality through the reporting dashboard.