Configure Voice Application
Updated
Use this guide to create and configure a Voice Application in your Sprinklr environment. A Voice Application enables automated call flows using IVRs, audio settings, caller IDs, and advanced telephony settings.
Prerequisites
Ensure that you have the following prerequisites in place before setting up the Voice Application:
You must have an active Voice Account already configured. Refer to the Voice Account configuration guide for more details.
You should have the IP Access Control List and Credentials List configured for inbound authentication.
SIP Trunk to send and receive voice calls over IP by establishing a virtual connection between your PSTN carrier or Session Border Controller (SBC) and Sprinklr.
Create Voice Application
Navigate to Voice Care from Sprinklr launchpad.
Go to the Voice Applications section from the left navigation section.
Click the + Voice Application button in the top-right corner to create a new Voice Application.
The configuration is divided into the following four steps:
Overview
Caller IDs
Audio and Voice Settings
Advanced Settings
Step 1: Overview
Configure the following fields on the Overview page.
Overview Section
Field | Description |
Application Name | Enter a name for the Voice Application. |
Provider | Defaults to Sprinklr. |
Phone Number | Enter the phone number assigned to this application. |
Country | Select the country from the dropdown list. |
Voice Account | Select the associated voice account. |
IVR Process | Select the IVR process to route the call. |
Fallback ACW | Specify fallback After Call Work configuration. |
Fallback IVR Process | Select a fallback IVR to be triggered if the main IVR fails. |
Trunk | Select the trunk to route outbound calls. |
Group Assignment
Field | Description |
Groups to include account in | Select user groups to associate with the voice account. |
Share Across Workspaces | Enable sharing with other workspaces. |
Workspaces | Select Workspaces or Workspace Groups for access. |
Users / User Groups | Select specific users or user groups. |
Permission Settings
Field | Description |
Select Action | Choose the type of action (e.g., All, Read, Update). |
Select User / User Group | Assign access by selecting specific users or groups. |
Step 2: Caller IDs
Configure the following fields on the Callers IDs page.
Note: Using inaccurate, misleading, or fraudulent caller ID information is not permitted and may violate local law. Customers are responsible for ensuring that the caller IDs which are configured or imported into the Sprinklr platform are accurate, and that customer is authorized to use such caller ID. In addition, please note that all Caller IDs should be verified through customer’s underlying carrier.
Primary and Secondary Caller IDs
Field | Description |
Caller ID(s) | Enter the primary caller ID. |
Secondary Phone Number(s) | Add any additional numbers used as caller IDs. |
Click the '+ Add phone numbers' button to add new Caller ID. A pop-up window opens where you can add caller IDs manually or import them in bulk.
Manually Add Caller IDs
In the New Caller IDs field, select Add Manually from the dropdown.
From the Caller IDs dropdown, select an existing caller ID or enter a new one.
To create a new caller ID, select the Create checkbox.
Click Save to add the entry.
Import Caller Ids
In the New Caller IDs field, select Import.
A file upload dialog appears.
Drag and drop your caller ID file or click Browse to select it from your local system.
Supported file formats: .XLSX, .XLS, .CSV
After the upload is complete, review and Save the imported caller IDs.
Step 3: Audio and Voice Settings
Use the Audio and Voice Settings page to configure audio prompts, wait music, ringtones, and recording announcements for your voice application. Configure the following fields on the Audio and Voice Settings page.
Audio Settings
Click Add Audio Language.
In the Audio Settings tab, select the Language and Voice from the dropdown options.
You can add multiple language and voice combinations as required.
Wait Music
Click Add Waiting Music.
Choose one of the following options:
Add from DAM: Select existing audio from the Digital Asset Manager.
Upload Audio: Upload an audio file from your local system.
Record Audio: Record a new audio file directly.
Click the Add button to include multiple wait music tracks.
Ringtone Configuration
Under Ringtone Config, click the Ringtone button.
Choose one of the following options:
Upload Audio: Upload an audio file from your local system.
Add from DAM: Select existing audio from the Digital Asset Manager.
Add from URL: Upload an audio file using URL.
(Optional) Apply conditions for ringtone logic.
Toggle Disable Ringtone Loop to stop ringtone looping.
Click Add Ringtone Config to define multiple ringtone settings.
Recording Announcement
Click the Recording Announcement button.
Choose one of the following options:
Upload Audio: Upload an audio file from your local system.
Add from DAM: Select existing audio from the Digital Asset Manager.
Add from URL: Upload an audio file using URL.
Click Save to apply the configuration.
Step 4: Advanced Settings
The Advanced Settings section defines how the Voice Application interacts with SIP systems, handles call workflows, and manages user accessibility across workspaces. Configure the following fields to fine-tune call behavior, event routing, and workspace visibility.
External Case URL
Select a resource to define the external case URL. Sprinklr uses this URL to associate or update case data in an external system during a live call.
Caller SIP Domain
Enter the SIP domain used to identify the caller in SIP headers. This value helps Sprinklr correctly route inbound SIP requests and maintain caller identity during call setup.
Enable ACW for All Users on Call (Toggle)
Enable this option to allow After Call Work (ACW) for all users who participated in the call. When turned on, every agent involved—primary or assisting—will enter the ACW state after the call ends.
Supervisor Eligible for ACW on Barge-In (Toggle)
Enable this option to include supervisors in ACW when they barge in during a live call. When disabled, only primary agents will enter the ACW state.
Highlighted Fields for Warm Transfer
Select custom fields to display in the call popup during a Warm Transfer. These fields provide agents with key customer or case details before completing the transfer.
Highlighted Fields for Blind Transfer
Select custom fields to display in the call popup during a Blind Transfer. These fields appear to help the receiving agent quickly understand context before handling the call.
Call Event Workflow IVR
Select a predefined Call Event Workflow IVR to trigger actions based on call events such as connect, disconnect, or transfer. This configuration enables automation and call event-based routing.
From Number SIP Header Key
Enter the SIP header key that identifies the From Number in SIP messages. This field ensures the correct caller information is extracted from SIP signaling.
Enable Early Media IVR (Toggle)
Enable this option to play IVR messages or announcements before the call is fully connected. Useful for informing callers about wait times or service messages while the call setup is in progress.
DTMF Timeout (in seconds)
Specify the duration (in seconds) for which the system waits for DTMF (Dual-Tone Multi-Frequency) input before timing out.
Jitter Buffer Size
Select the jitter buffer size to control how Sprinklr manages packet delay variations in SIP audio streams.
A higher buffer size improves stability for poor networks but may introduce slight audio latency.
Subscribers
Visible in All Workspaces (Checkbox)
Enable this option to make the Voice Application visible and accessible across all workspaces in your environment.
Workspaces
Select specific Workspaces or Workspace Groups that can access this Voice Application. This ensures that only authorized teams or departments can view or modify its configuration.
Users / User Groups
Select individual Users or User Groups who can access and manage this Voice Application configuration. Use this to restrict or delegate access for operational control.
Saving and Finalizing
After completing all four steps:
Click Save to create the Voice Application.