In the Microsoft Teams integration, SIP (Session Initiation Protocol) configuration controls how voice calls are routed when initiated from Sprinklr.

Depending on business requirements, organisations can either:

• Use a single SIP configuration for all calls, or

• Configure multiple SIP domains to enable more flexible, customized routing.

This ensures that calls are routed correctly based on defined conditions, while also maintaining a fallback mechanism for unmatched cases.

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Key Benefits

• Enables Cross-Platform Calling: Allows agents to transfer calls from Sprinklr to Microsoft Teams users seamlessly.

• Flexible Routing Based on User Attributes: You can route calls differently based on values like country or department.

• Support for Multiple SIP Domains: Different groups of users can be assigned different SIP domains as needed.

• Fallback Handling: Even if a mapping is missing, calls are still routed using a fallback SIP domain.

• Reduced Manual Effort: The system automatically fetches user values from imported Teams profiles, reducing setup effort.

Steps to Configure Cross-Platform Calling

At the most basic level, you can configure a single SIP detail that is used for all outbound calls.

In this setup:

1. Every call is routed through the same SIP configuration.

2. No additional routing logic is applied.

This approach is suitable when:

1. Call routing requirements are uniform.

2. There is no need to differentiate calls based on user attributes.

Enabling Multiple SIP Domains for Advanced Routing

For more advanced use cases, the integration allows you to configure multiple SIP domains.

This enables you to:

1. Customise call routing behavior.

2. Route calls differently based on specific conditions.

3. Define routing logic using metadata (attributes).

Attribute-Based Call Routing

To support dynamic routing, the system uses attributes.

What are Attributes?

Attributes are metadata fields that can be used to categorise users or calls. Currently, country is the supported attribute. Additional attributes, such as language and department, may be supported in future releases

Common examples include:

• Country

• Language

• Department

How is Routing Configured?

To configure routing:

1. Select an attribute (for example, Country)

2. Define one or more values (for example, US, India)

3. Map each value to a corresponding SIP domain

For example:

• Country = US → Route via SIP Domain A

• Country = India → Route via SIP Domain B

You can define multiple such mappings based on your requirements.

Call Routing Logic

When a call is initiated from the agent console, the system follows a defined sequence:

1. It evaluates all configured attribute-value mappings.

2. If a matching condition is found, the corresponding SIP domain is selected.

3. If no match is found, the system falls back to a default configuration.

Fallback SIP Handling

A fallback SIP domain is used as a safety mechanism to ensure uninterrupted call routing.

How It Works

1. The system first checks all attribute-based routing rules.

2. If none of the mappings match the call context.

3. The call is routed using the fallback SIP configuration.

This ensures

1. Calls are never dropped due to missing mappings.

2. Routing remains consistent even in edge cases.