‎Voice Settings in Unified Routing

Voice Settings in Unified Routing

Updated

21 days ago

Voice settings let you configure and manage key capabilities required for handling calls within the system. This includes choosing a SIP profile to authorize agents, as well as setting up call handling behavior, agent availability, and VoIP preferences to support efficient operations. Additional configurations—such as nailed-up call options and Twilio jitter buffer settings—further enhance call stability and quality. Proper setup of these options ensures agents can manage voice interactions effectively and without disruption.

Configuring Voice Settings

Click the New Tab icon. Within the Sprinklr Service tab, click Unified Routing under the Triaging section.
Select Agents from the left pane.
Switch to User Groups from the top left and select the user group you want to assign voice settings.
Hover over the three dots on the selected user group you want to assign voice settings and click Edit.
The Skills screen is displayed containing the Voice Settings details.
Enter the Voice Configuration fields as per your requirement.
Click Save.

Refer to the following table for parameter description of the Voice Settings screen.

Parameter		Description
Call Handling		When enabled, agents can manage both incoming and outgoing calls. If disabled, agents are not able to handle calls.
Auto Answer		When enabled, the Auto Answer Timeout field gets added which allows you to enter the time after which the call will get auto answered.
Agent Readiness		Enable Agent Readiness to allow the system to perform checks such as microphone functionality and WebRTC readiness. If any of these checks fail, the agent’s status changes to "System Not Ready," and they cannot mark themselves available until the issues are resolved.
Nailed Up Call		Nailed-up connections are only preferred if a single voice account is shared.
VOIP Calling		You can enable or disable VoIP based on whether you want to allow agents to make and receive calls over the Internet.
WebRTC Provider Config	WebRTC Logs	Enables detailed WebRTC session logging (connection events, call lifecycle, and debug data) for troubleshooting audio/video issues when Twilio is used as the provider.
	Codec Preference	Specifies the preferred audio codec for calls when using Twilio, impacting audio quality, bandwidth usage, and latency (supported codecs: PCMA, PCMU, OPUS, G722, G729).
	Maximum Average Bitrate	Sets the maximum average audio encoding bitrate (in bps), controlling bandwidth usage and audio quality (up to 510,000).
	Jitter Buffer Size	Configures the agent-level jitter buffer size to manage packet timing variations, balancing audio smoothness and latency (options: Large, Medium, Small, Off).
	VoiceConnect Audio Codec Preference	Configures the priority order of audio codecs for the agent leg (highest to lowest), available for Sprinklr VoiceConnect (options: PCMU, PCMA, OPUS, G722, G729; defaults to PCMU → PCMA → OPUS if not set).
	Connection Type	Specifies the agent’s network connection type (Public or Private) for voice sessions in Sprinklr VoiceConnect, determining whether the agent connects over the public internet (Public, default) or a private/internal network (Private).
	Note: WebRTC Logs, Codec Preference, Maximum Average Bitrate, and Jitter Buffer Size are Twilio-specific fields, while VoiceConnect Audio Codec Preference is Sprinklr provider-specific.

Assigning Voice Setting in User Group

When you enable User Group Assignment Settings, the process of assigning voice setting remains the same; however, it offers additional benefits such as automatically assigning the appropriate voice setting to new users upon joining. Once this setting is activated:

When a new user is onboarded, simply add them to the relevant user group.
The system will automatically inherit and apply the skills, capacity and voice settings configurations defined for that user group to the new user.
The new editor enhances usability by providing separate pages for Skill, Capacity and Voice Settings, resulting in a clearer and more organised UI.
This process eliminates manual configuration, streamlines onboarding, and ensures consistency across all users.

Enablement Note: Access to User Group Assignment Settings feature is controlled by dynamic properties (DPs):

ASSIGNMENT_SETTINGS_RECOMPUTE_ENABLED.
ASSIGNMENT_SETTINGS_ENABLED.

To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

For further details, see User Group Assignment Settings and Agent’s Override Settings.

Note: Only the fields associated with the voice provider enabled for the partner will be shown; all other provider-specific fields will remain hidden. This enhancement refines the multi-step configuration by separating provider-specific settings from shared voice options, making the interface cleaner and easier to navigate. It also minimizes unnecessary clutter from irrelevant fields.