A softphone is a program for IP telephony that is installed on a computer or mobile device. With its help, an operator can receive calls that are transferred to them by a bot.
To set up the transfer of incoming or outgoing calls to a softphone, follow these steps.
¶ 1. Create a Transfer Route
- Go to your personal account.
- Navigate to the Voice Bots section → Settings → Transfers.
- Click Create Transfer Route or
in the top left corner. A window for creating a transfer route will open. - Transfer Route Name: set the name of the transfer route.
- Go to the Connection tab.
- Equipment Connection Password: set the password that will be used to connect the softphone to this channel.
- Click Save.
A new route will be created with an assigned channel number, which will be required to connect the softphone.
¶ 2. Connect the Softphone
The connection process will be demonstrated using the free softphone Zoiper.
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Go to the Zoiper website or open the app.
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Click LOGIN.
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Enter the login and password using the following details:
- Login — channel@voip.twin-ai.com, where channel is the channel number assigned by the system to your transfer route.
- Password — the password set in the transfer route connection settings.
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Click Login.
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Proceed to the next page by clicking the Next button.
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Click Skip on the next page.
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Wait for the system to detect the SIP UDP protocol on the following page.
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Select the detected SIP UDP protocol from the list.
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Click the Next button.
After this, Zoiper will prompt you to set up audio devices if you are using the program for the first time. Once setup is complete, the connection will be finished, and the softphone will minimize to a small window.
As long as the program is running, the operator will be able to receive calls redirected by the bot.
¶ 3. Configure Call Transfer to an Operator in the Script
Call transfer to a channel in the script is performed using the Result block with the following parameters:
- Action Type: select Transfer to Operator from the drop-down list.
- Action on Redirection: select Connect Call to Channel from the drop-down list.
- Channel: select the channel to which the transfer should be made.
¶ 4. Set Up Call Redirection When Creating a Call Task
To set up call redirection, create a call task and in the If the Bot Requested Redirection section, select the action Transfer Call to Channel. Then, in the field below, select the desired channel.
In this way, you can transfer an incoming or outgoing call to a softphone.