You can connect to the Intelligent Contact Center platform using a SIP Trunk. During a call, if the large model detects a customer's intent to be transferred to a manual agent, it sends a transfer tag to the communication engine, which then automatically transfers the call to your agent platform. This document describes the SIP connection process for a manual agent line.
Prerequisites
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You must have the IP address and port number of your SIP-based agent platform.
Procedure
Agent line connection application
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Log in to the Intelligent Contact Center console.
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In the left-side navigation pane, under .
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In the dialog box that appears, enter the required information.
Parameters
|
Parameter |
Description |
|
agent line name |
A custom name for the agent line. |
|
line address |
The IP address and port number for the SIP protocol. You can add up to 20 IP addresses and port numbers. |
|
contact information |
Your contact information. This information is used to contact you for joint testing of the line configuration after you submit the application. |
|
remarks |
Optional remarks or other information. |
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Click Submit Application.
Review process
After you submit the agent line connection application, it undergoes a manual review. Note the following during the review period:
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We will perform joint testing on the IP addresses and port numbers you provided and may contact you using the submitted contact information.
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The review is complete when the review status changes on the page. Monitor the review status regularly.
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When the application is approved, the review status changes to Approved.
Once your application is approved, the system generates a line code. The line is enabled by default. You can disable the line if you no longer use it.