Voice Settings in Unified Routing
Updated
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 Set Skills screen is displayed.
Click the Voice Settings button.
The Voice Settings screen is displayed.
Select Call Handling from the drop down menu.
Select Auto Answer from the drop down menu.
Select Agent Readiness from the drop down menu.
Select Nailed Up Call from the drop down menu.
Select VOIP Calling from the drop down menu.
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. |
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.