Transferring a Call

To transfer a call from Parloa to another Public Switched Telephone Network (PSTN) destination, such as your contact center, use the SIP REFER option within the Call Control block.

This operation requires configuring the following predefined SIP headers to ensure a successful call transfer:

• P-Asserted-Identity

• P-intrinsics

• Refer-To

• Referred-By

• User-to-User

These SIP headers are case-sensitive. You must add them exactly as displayed here. For example, User-to-User will not work if entered as User-To-User.

P-Asserted-Identity

Tenios uses the P-Asserted-Identity header as the Caller ID for the outgoing transfer call. To configure this header:

1. Click the + icon to add a new header.

2. In the userID field, enter P-Asserted-Identity.

3. In the Value field, specify the desired Caller ID. This is usually the Caller ID from the incoming call to Parloa. Format the Caller ID using the URI structure: sip:[CallerNumber]@[TeniosID].tenios.com

Ensure you have the legal right to use the number you set as the outgoing Caller ID.

P-intrinsics

In the Avaya Experience Platform™ Public Cloud, you can use P-intrinsics SIP headers to send small amounts of interaction-related information between on-premise and cloud components. A P-intrinsics SIP header consists of up to 10 key-value pairs, with a maximum payload size of 1 kilobyte.

Refer-To

The Refer-To header specifies the destination number for the transfer. This value is automatically populated based on the input provided in the designated text box. Format the destination as a Uniform Resource Identifier (URI): sip:[DestinationNumber]@[TeniosID].tenios.com

Referred-By

The Referred-By header is critical for Tenios to verify whether the SIP trunk is authorized to initiate transfers to the PSTN. This header should include the SIP username from your SIP account or SIP trunk. Format it as a URI.

With SIP Username

Without SIP Username

If your IP trunk configuration does not use authentication (such as when no SIP username is specified), you may omit the username portion from the URI.

User-to-User

The User-to-User header enables the transfer of information from your telephony system to Parloa without requiring a third-party service. The information can vary but commonly includes the Conversation ID of your telephony system. This ID can then be used by the bot for additional services.

Bonus! Creating DDIs in Tenios

Certain Tenios numbers support Direct Dial-In (DDI) functionality, which allows you to create multiple extensions from a single main number. This feature is useful for managing various versions or environments of your Parloa bot.

For example:

• Main number: +49 12312

• DDI range: [phone] to [phone]

For organizational purposes, consider assigning a unique main number to each Parloa bot, and use DDIs to indicate the bot's version or environment. For instance:

🤖 Bot 1

• +49 1111-1 for Production

• +49 1111-2 for Staging/Testing

• +49 1111-3 for Development

🤖 Bot 2

• +49 2222-1 for Production

• +49 2222-2 for Staging/Testing

• +49 2222-3 for Development

The hyphen (-) in DDI numbers is not dialed. For example, dial +49 1111-3 as +49 11113.