SIP transfer reservations

Transferring calls to Mindful Feedback via SIP is our recommended best practice, because it allows you to maintain vital context and user data at all points in an interaction. This article provides a general outline of a generic SIP-based integration.

Transfer Calls via SIP With Metadata

Use the following steps as a guide to configuring your telephony system to route calls to Mindful Feedback with contextual metadata attached.

  • Configure a SIP trunk, outbound route, and dial plan to deliver calls to Mindful. Add Mindful SIP endpoints to your firewall whitelist, if needed.
Note:

For an example of SIP trunk configuration, see Configuring a SIP Trunk in the Genesys Cloud integration guide.

  • Set UUI data on the SIP call. Include an external_ref attribute that will link the data passed with the call and the SIP survey. The external_ref should be a unique ID, such as a call ID).
Note:

To learn more about setting UUI data before transferring calls to Mindful Feedback, see Adding a Survey via SIP Call .

  • At the point in the customer interaction at which all required context is known, still prior to transferring the call, make an API call to Mindful Feedback to create a new SIP Transfer Reservation. Pass the attributes needed for the survey interaction, such as the name or ID of the agent, the type of interaction, or customer data.
Note:

The external_ref attribute sent with the API call must match the external_ref attribute of the UUI data attribute set in Step 2.