Voice Account
Updated
Voice Account is the foundational configuration in Sprinklr VoiceConnect. It defines how Sprinklr connects to your SIP provider or telephony infrastructure, primarily for handling outbound voice communication.
Create Voice Account
To create a new Voice Account:
In the left-side Configuration pane, select Voice Account.
The Voice Account record manager opens, displaying all existing voice accounts.
Click + Create Voice Account to open the configuration form.
Fill in the required fields as per your SIP infrastructure details.
Input Field Descriptions
This section explains each configuration field in the Create Voice Account screen, including its purpose and example values.
Field | Description | Example |
Account Name (Required) | A user-defined name to identify the voice account in Sprinklr. Choose a clear and descriptive name, especially if managing multiple accounts (e.g., by geography or provider). | Voice-US-East |
Number of Outbound Channels | Specifies the maximum number of concurrent outbound calls allowed through this account. This value helps manage traffic limits and capacity planning. | 100 |
Provider (Required) | Displays the service provider name. For all accounts using Sprinklr VoiceConnect, set it to Sprinklr. | Sprinklr |
Enable Mobile Push Notifications (Toggle) | When enabled, Sprinklr sends push notifications for incoming voice calls to agent mobile apps. Useful for hybrid or mobile-first contact centers. | On to enable notifications |
Domain (Required) | Specifies the SIP domain that Sprinklr uses to identify and authenticate outbound calls. This domain is typically associated with your SIP infrastructure or SBC. | sip.example-corp.com |
Port | The network port used for SIP communication. Common values include 5060 (UDP/TCP) and 5061 (TLS). Ensure the port matches what your SBC or SIP carrier expects. | 5061 |
Enable Cross Environment (Toggle) | Allows this voice account to be used across multiple Sprinklr environments (e.g., Prod, Prod2 etc.). Enable only if your telephony setup supports shared SIP domains and resources. | On if using shared SIP infrastructure |
API Domain | The base domain that VoiceConnect will use to interact with external APIs (if applicable). This field is used in scenarios where Sprinklr needs to fetch data or interact with third-party systems linked to the voice account. | api.example-corp.com |
Once all the fields are configured, click ‘Save’ to create your Voice Account.
Example Scenario
Let’s say you are setting up a Voice Account for the US support team using your SIP infrastructure hosted on ‘sip.us1.example.com’. The configuration might look like the following:
Field | Value |
Account Name | Voice-US-Support |
Number of Outbound Channels | 100 |
Provider | Sprinklr |
Enable Mobile Push Notifications | Off (not required for desktop agents) |
Domain | sip.us1.example.com |
Port | 5061 (TLS-enabled communication) |
Enable Cross Environment | Off (used only in multi-environment setups) |
API Domain | api.example-corp.com (if using external API integrations) |
Each Voice Account serves as a container for related SIP configurations, including trunks, IP access lists, and domains. It ensures that voice traffic is routed securely and efficiently from Sprinklr to your carrier or session border controller (SBC).
Next Steps
Once the Voice Account is created:
Set up IP ACL to whitelist trusted IPs (e.g., your SBC).
Proceed to SIP Trunk Configuration to define codec preferences and header mappings.
Link this Voice Account to a Voice Application for routing and IVR workflows.