Configure Telephony Vendor Settings When Using SIP

If supported, configure your telephony system to create a VoiceCall record in Salesforce for every incoming call, and then transfer each call to the Agentforce agent using the procured SIP address.

• Configure SIP Trunking in Your Partner Telephony System
  Before you can configure your telephony system to transfer and escalate calls via SIP, connect your telephony system to Salesforce. In addition to configuring logic to manage traffic and routing, connecting the telephony system to Salesforce also involves creating an encrypted SIP trunk to support user-to-user information exchange.
• Configure Inbound Call Transfers When Using SIP
  To illustrate how to configure inbound call transfers that happen via SIP, this topic describes how to accomplish these tasks with Genesys.
• Configure Call Escalation When Using SIP
  If the agent call is escalated to a rep, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including resuming the call when it’s escalated and transferring the call to the appropriate rep. To illustrate how this works with SIP, this topic describes how to accomplish this task using Salesforce Voice with Partner Telephony from Genesys. Specifically, configure the Genesys inbound flow to resume the call where it left off, which is after the original call is transferred to the agent, and route it to a service rep.