How to Direct SIP Dialing

In scenarios where your telephony provider does not offer elastic SIP trunking or if you have a more complex telephony setup unsuitable for elastic SIP trunking, you can use direct SIP dialing to our endpoint.

In this scenario, Synthflow does not directly place or receive calls. Rather, your telephony system manages the dialing process to connect with the specified SIP endpoint. You will need to develop the integration logic tailored to your telephony provider’s requirements. From Synthflow’s standpoint, all call interactions will be treated as incoming, so your integration must explicitly define call direction handling.

The process involves three primary steps:

1. Importing a custom phone number
2. Creating the agent and linking it to the phone number
3. Dialing to the SIP Endpoint

Step 1: Import a Custom Phone Number

Use the Create a custom phone number API endpoint to import a custom phone number into your workspace.

You will need to provide:

• workspace_id: Your workspace ID
• phone_number: The phone number to import
• friendly_name (optional): A human-readable name for the phone number
• trunk_username (optional): SIP trunk username for authentication
• trunk_pwd (optional): SIP trunk password for authentication

Step 2: Create an agent

Use the Create an agent API endpoint to create an agent and link it to the custom phone number created in Step 1. Ensure the phone number is successfully created before proceeding.

You will need to provide:

• type: Set to inbound for receiving calls
• name: A name for your agent
• phone_number: The custom phone number created in Step 1
• voice_engine_version: Set to 2.0 for V2 agents
• agent: Agent configuration including llm, language, prompt, greeting_message, and voice_id

Step 3: Configure Twilio

After the trunk is set up on SynthFlow, redirect Twilio calls to it using TwiML commands. Be sure to include the GHL unique call ID or Twilio Call SID in the SIP header using the X-EI key.

Javascript Example:

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const express = require('express');
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const { twiml: { VoiceResponse } } = require('twilio');
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const app = express();
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const PORT = process.env.PORT || 3000;
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const TERMINATION = "sipin.synthflow.ai:32681";
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/**
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 * Redirects a call to SynthFlow SIP endpoint.
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 */
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app.get('/redirect_call', (req, res) => {
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  const { Called, CallSid } = req.query;
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  if (!Called) {
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    return res.status(400).send('Missing "Called" query parameter');
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  }
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  const voiceResponse = new VoiceResponse();
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  voiceResponse.dial().sip(`sip:${Called}@${TERMINATION}?X-EI=${CallSid}`);
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  res.set('Content-Type', 'text/xml');
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  res.status(200).send(voiceResponse.toString());
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});
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app.listen(PORT, () => {
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  console.log(`Server is running on http://localhost:${PORT}`);
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});

Python Example:

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from fastapi import FastAPI, Response
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from twilio.twiml.voice_response import VoiceResponse
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app = FastAPI()
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TERMINATION = "sipin.synthflow.ai:32681"
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@app.get("/redirect_call")
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async def redirect_call(Called: str, CallSid: str): # pylint: disable=invalid-name
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    voice = VoiceResponse()
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    voice.dial().sip(f"sip:{Called}@{TERMINATION}?X-EI={CallSid}")
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    return Response(str(voice), media_type="text/xml", status_code=200)

Pre-actions with pre-call variables

You can use Pre-Actions to fetch pre-call variables via API and incorporate them into the agent prompt for more personalized responses by using the <twilio_call_sid> verb in API request.

Note: The transfer call will work the same as before.