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.
Create Voice Application
Go to the Voice Applications section from the left navigation section.
Click the + Voice Application button in the top-right corner.
The configuration is divided into the following four steps:
Overview
Caller IDs
Audio and Voice Settings
Advanced Settings
Step 1: Overview
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. |
Enable DND On | Specify the condition to enable Do Not Disturb. |
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
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. |
Step 3: Audio and Voice Settings
Audio Settings
Click Add Audio Language.
In the Audio Settings tab, select the Language and Voice from the dropdown options.
Wait Music
Click Add Waiting Music.
Choose one of the following options:
Add from DAM
Upload Audio
Record Audio
Click Add to include multiple wait music tracks.
Ringtone Configuration
Under Ringtone Config, click the Ringtone button.
Choose from:
Upload Audio
Add from DAM
Add from 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
Add from DAM
Add from URL
Click Save to apply the configuration.
Step 4: Advanced Settings
Field | Description |
External Case URL | Enter the URL to connect cases externally, if applicable. |
Contact SIP Domain | Enter the SIP domain for contact. |
Caller SIP Domain | Enter the SIP domain for the caller. |
Call Event Workflow IVR | Select the IVR to trigger based on call events. |
From Number SIP Header Key | Specify the SIP header key used for the "from" number. |
DTMF Timeout (in seconds) | Define timeout duration for DTMF inputs. |
Subscriber Access
Field | Description |
Workspaces | Select the Workspaces or Workspace Groups to subscribe. |
Users / User Groups | Select specific Users or User Groups for subscription. |
Custom Properties
Add any custom fields required for the application logic.
Saving and Finalizing
After completing all four steps:
Review your configurations.
Click Save to create the Voice Application.