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 How to Add or Edit Metadata Items.
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)
|
| X-VZ-CSP-Call-ID |
|
- 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.
- You should be able to find default values in the SIP questionnaire completed when the Organization was first created.
Troubleshooting
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 example:
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"}