At some point or another in our lives, we've all been there: we ran out of internet, our fridge didn't arrive the day we needed it, or a flight was canceled. We began to get frustrated, to seek a remedy for our illness.
Any solution is good at that point in the game. However, once all online resources have been exhausted, it's time to call Customer Service.
And that's where the adventure really begins, because from that moment on we don't just have to wait in an endless line for an operator to answer us - we have to tell our story, over and over again, as different agents transfer us like hot potatoes from one area to another to serve us.
I have no proof but no doubts either: Seeing ourselves forced to tell our dilemma over and over again increases our frustration levels exponentially with each transfer, until the most natural reaction is to explode on the last call and swear never to use the service of the responsible company again.
But at Vozy we believe that things are not only They can to be different — They must be different. Our priority is to provide you with the tools to provide your customers with quality experiences and conversations, and for this, efficiency and data management play a fundamental role.
This is why we added the SIP headers to the arsenal of our virtual voice assistant, Lili.
In this article, we'll tell you in detail what SIP headers are and how they can be used so that when transferring a call from any customer to an agent (or multiple agents), you don't have to recount their tragedy over and over again. Telling Lili just once will be enough for the agent to receive all the relevant information in their system before they even answer the call, or vice versa, so that the agent sends the necessary information for a procedure to the voice assistant and the customer does not need to enter their data again to complete the process.
Do you like the sound of that?
To us too.
What is a SIP header?
Broadly speaking, a SIP header is the medium used by different telephone exchanges to communicate with each other. When a call is transferred from telephony A to telephony B, an “invitation packet” consisting of several headers is sent with the information necessary for the transfer of information to be successful.
In this sense, a header is a line of code, and a package is made up of several lines of code. A package looks something like this:
Each of these lines, or records, represents a SIP header. Through Lili, customizable SIP headers can be sent so that when making transfers from one phone to another, the customer's data appears on the phone and the agent can use them to assist them without having to ask them for details again.
What data can be sent through SIP headers?
In a nutshell, they can be sent session indicators and agent variables.
Session Indicators
- Contactability Type
- Fallback Limit (true/false)
- Last Node Name (name of the last node where the user was)
- Success
- Success Type
- Contact Phone (current call #) (whether inbound or outbound)
- Session ID
- Agent ID
- Agent Name
- Campaign ID
- Campaign Name
- Contact Confirmed
Agent Variables
All fields that can be considered agent variables, such as:
- data captured during the conversation,
- data that comes in the contact group or
- data that comes from an API that the agent consumes.
How can I customize my SIP headers?
Fortunately, it's very simple to configure the data you want to send and receive via SIP headers from the Vozy WEB platform. Just enter the agent that will send the data and go to the transfer node from which you will send the information.
Then, get to the end of the node and choose the indicators or custom variables you want to send when transferring the call:
As you add data, as if you were adding products to your shopping cart, a list will be created in which you can define the name of each header.
That's all! From now on, you'll be able to use SIP headers. It is important to note that they can also be configured from the speak nodes in transfer-type fallback limit.
What do I do if I want my voice assistant to receive information when I transfer the call to her?
Don't worry — the process is exactly the same.
We hope this information has been useful to you and will allow you to take your Customer Service to the next level with amazing results! Be sure to tell us about your experience with SIP headers, and you can always write to us at support@vozy.co if you have any questions or comments. We're here to help you with whatever you need!
If you liked this article, you might be interested to find out why Although offering Anti-Customer Service is expensive, so many companies are willing to pay the price.
