Overview

The Zammo platform supports the ability to trigger a SIP transfer to a live agent system to complete a human handoff and pass along relevant context on the user and conversation.

In this How To we are going to walk through the steps and requirements to set up and trigger a SIP transfer in Zammo to your system via the Twilio IVR integration.

Requirements

In order to successfully configure a SIP transfer there are a few requirements that will need to be completed:

1. Setup a SIP trunk for your specific provider
2. Configure your Live Agent or Receiving system to allow calls to be routed to it from Twilio and vis versa
   1. For a full list please reference the Twilio documentation: https://www.twilio.com/docs/voice/api/sip-interface#ip-addresses

Functionality

When the SIP transfer is initiated in the Zammo system via the Twilio integration we will pass custom headers.

Notably, we use the UUI (User-to-User Information) Header to pass any information about the user and the call transcript.

<aside> 💡 We have typically seen this retrieved by the Live Agent system to be used as a screen pop such that the receiving agent can have a full view of the transcript history with the bot.

</aside>

Configuration

Once all the requirements are met and you are ready to trigger your SIP transfer in your Zammo bot you can do so via UI Builder.