Using Cloud Server Provider (CSP) SIP headers for Verizon Business

For clients utilizing Verizon Business' Voice Call Back Cloud (VCB) service, specific SIP headers must be present on all calls sent to Mindful Callback and all outbound calls from Mindful Callback to customers or the call center. These Cloud Server Provider (CSP) headers allow Mindful clients to utilize Verizon as a telephony service provider rather than Mindful's default carrier.

Overview

In this article, you can find information and instructions related to CSP headers:

How to configure CSP headers
Required CSP headers
Troubleshooting (VHT staff only)

How to configure CSP headers

To ensure that CSP headers are present on all calls, configure SIP Header Metadata Items on the Global Settings page. Configuring the headers at the global level will prevent the need to configure Metadata Items for multiple Call Targets.

For complete instructions, see Add or edit Metadata Items, or review the content below.

Quick access:

Global Settings > Metadata tab

Note: Metadata Items configured on the Global Settings page will apply to all calls made throughout the Organization. These items will apply in addition to any Metadata Items configured for individual Call Targets.

On the Global Settings page, the Add metadata item button adds new rows to the user interface with the following configuration options for a new metadata item.

To edit an existing metadata item, update any of the fields in the associated row, then save and publish the changes. To remove an existing item, click the Remove button in the appropriate row.

SIP Header settings

The following options appear when Type is set to SIP Header.

example call target configuration

The Default Value field sets a default value to be assigned to the Metadata Item if no values are specified in SIP headers sent from your contact center to Mindful Callback.

example call target configuration

You can use the Configure separate Agent and Customer leg default values checkbox to separate the Default Value field into two fields. The first will set a default value for calls sent to the contact center, and the second will set a default for calls sent to customers. You can use this approach when you need to send Metadata values to your contact center that do not need to be present when dialing customers.

Access Control List requirements

To communicate with Mindful Callback via Session Initiation Protocol (SIP), your source IP address(es) must be configured in an Access Control List (ACL).

For the Verizon CSP integration, the US East and US West regions are already configured in Mindful Callback by default. No further configuration is required unless you need to allow traffic from additional addresses.

These addresses will not appear on the Access Control List page, as they are already allowed for all organizations.

Required CSP headers

For outbound calls (from Mindful to the customer and from Mindful to the contact center), the following headers should be present on every call:


CSP header	Description
X-VZ-CSP-Customer-Identifier	This is a unique identifier for a VZB client. It is sent on inbound voice calls and should be stored for reattachment.
X-VZ-CSP-Domain	This header is unique to an AWS region that VZB supports.
X-VZ-CSP-Leg-Type	This header identifies the leg of the call (customer or contact center) Set to "agent" for calls to the contact center. Set to "non-agent" for calls to customers.
X-VZ-CSP-Call-ID	Mindful Callback will receive this header as part of the SIP INVITE on inbound calls and the 200 OK response to an INVITE we send on an outbound call. In both cases, log this header for troubleshooting purposes.

Tip: We recommend setting default values for each CSP header configured as a Metadata Item. This will ensure that all headers have a value for all calls leaving Mindful Callback, even when no values were obtained on an inbound call.

Internal troubleshooting

Authentication required

Note: You should be able to find default values in the SIP questionnaire completed when the Organization was first created.

This troubleshooting content is available to Medallia staff only.You can review logs in Datadog to confirm that all CSP headers are present on both the customer leg and agent leg of a call.Use the following steps to search Datadog logs to confirm that a specific Organization's historical data has been deleted.

In the Datadog UI, click Logs > Search
Use the environment tag in the search field to specify the Callback instance, if needed.
Enter the Call ID (in quotation marks) in the search field.
Update the time/duration filter to include the relevant timeframe, if needed.
Find the headers attribute on the customer or agent leg of the call. The headers attribute contains all SIP headers attached to the call.

Example log statements

The following examples show the headers attribute logged for the customer leg and agent leg of a call.

Customer leg example:

Dec  3 17:03:39 ip-10-204-5-15 bundle[7856]: [#033[1m#033[34m2021-12-03 17:03:39.702#033[0m] #033[32mINFO #033[0m 
#033[36mCustomerFirstCall: @#033[0m: SIP Headers for call id: '01467c2bc6855787c8', headers: {"X-VZ-CSP-Customer-Identifier"
=>"3301234567", "X-VZ-CSP-Domain"=>"my.domain.com", "user-to-user"=>"VCBcloud", "X-VZ-CSP-Leg-Type"=>"non-agent"}
...
[2021-12-03 17:03:39.702] INFO  CustomerFirstCall: @: SIP Headers for call id: '01467c2bc6855787c8', headers: 
{"X-VZ-CSP-Customer-Identifier"=>"3301234567", "X-VZ-CSP-Domain"=>"my.domain.com", "user-to-user"=>"VCBcloud", 
"X-VZ-CSP-Leg-Type"=>"non-agent"}

Agent leg examples:

Dec  3 17:03:58 ip-10-204-5-15 bundle[7856]: [#033[1m#033[34m2021-12-03 17:03:57.696#033[0m] #033[32mINFO #033[0m 
#033[36mCustomerFirstCall: 4a6758af-d870-4476-8bc6-95800e5156d7@127.0.0.1#033[0m: SIP Headers for call id: 
'01467c2bc6855787c8', headers: {"X-VZ-CSP-Customer-Identifier"=>"13301234567", "X-VZ-CSP-Domain"=>"my.domain.com"}
...
[2021-12-03 17:03:57.696] INFO  CustomerFirstCall: 4a6758af-d870-4476-8bc6-95800e5156d7@127.0.0.1: SIP Headers for call id: 
'01467c2bc6855787c8', headers: {"X-VZ-CSP-Customer-Identifier"=>"13301234567", "X-VZ-CSP-Domain"=>"my.domain.com", 
"user-to-user"=>"VCBcloud", "X-VZ-CSP-Leg-Type"=>"agent"}