‎Call Forwarding and Dial External Number using DID Transfer Node in IVR

Call Forwarding and Dial External Number using DID Transfer Node in IVR

Updated

5 days ago

The DID Transfer Node in Sprinklr IVR enables call transfers to a specified destination number or SIP endpoint. This feature is commonly used to route calls to different departments, branches, or external numbers while maintaining call continuity and quality.

The DID Transfer node offers the following key features:

Direct Inward Dialing (DID) Transfer to a phone number or SIP endpoint.
SIP Dialing Support for intra-domain transfers within the same provider.
Custom SIP Headers for advanced call routing.
Call Recording and Transcription Options.
Answering Machine Detection.
Configurable Ring Timeout and Hold Music.

Prerequisites

Before configuring the DID Transfer node in IVR, ensure the following requirements are met:

Sprinklr Voice must be enabled: IVR functionality requires an active Sprinklr Voice environment.
User permissions: The user must have IVR View, Edit, or Create permissions to configure the IVR node.

Steps to Configure DID Transfer Node

Follow these steps to configure the DID Transfer node in Sprinklr IVR:

1. Access IVR Configuration

Navigate to Voice IVR from the Sprinklr launchpad.
Open an existing IVR flow or create a new one.

2. Add DID Transfer Node

Click Add Node, then select DID Transfer node.
The Define DID Transfer window opens. Enter the required details.

3. Configure DID Transfer Node

The following table describes the node configuration fields.

Field	Description
Name	Provide a descriptive name for the DID Transfer Node. This helps identify the node in your IVR flow.
Enable SIP Dial	Allows transfers using Session Initiation Protocol (SIP) within the same telephone service provider. Toggle ON to enable SIP dialing.

SIP Dial Transfer	Enter the unique SIP identifier of the destination user or endpoint.
SIP Domain	Specify the SIP domain within the provider’s network.
Send Additional Headers	Add custom headers to SIP messages for advanced routing or metadata. Fields: Header Name: Enter the header key (e.g., X-Custom-Info). Header Value: Enter the corresponding value (e.g., VIP-Customer).
Record Call (Toggle)	Enable to record the transferred call.
Enable Transcripts (Toggle)	Enable transcription for the call.
Enable Answering Machine Detection (Toggle)	When enabled, the system detects whether the external transfer is answered by a human or a voicemail machine. This ensures that voicemail responses are not treated as live connections. Behavior: While dialing the external number, the caller remains on hold. If a human answers: The call proceeds via the Connected path, and the caller is bridged to the recipient. If voicemail is detected: The IVR routes the call via the Not Connected path without bridging to voicemail. If the call fails, times out, or is busy: It also follows the Not Connected path. Reporting: Call reports capture whether AMD was enabled and the actual outcome (human, voicemail, busy, timeout, or failure). Use Case: Enable AMD to improve call handling accuracy during external transfers and avoid unnecessary voicemail connections.
Transfer Destination	Enter the contact number to which the call should be transferred. Format: Must include country code.
Caller ID	Specify the caller ID to display to the recipient during transfer.
Maximum Ring Time	Define how long the system should ring the destination before routing to the timeout path. Fields: Time Value: Enter numeric value. Time Unit: Choose Seconds or Minutes.
Music on Hold	Configure the audio played to the caller while the transfer is in progress. Action: Upload or select a pre-configured audio file.

The DID Transfer Node in Sprinklr IVR provides a flexible and reliable way to route calls to external numbers or SIP endpoints. By using features such as SIP dialing, custom headers, call recording, and Answering Machine Detection, businesses can ensure accurate call transfers and an enhanced customer experience. Proper configuration of ring time, caller ID, and hold music further optimizes call handling, making this node an essential component for advanced IVR workflows.