Direct connection to your BOT solution using “SIP-REFER”
Always well connected with customized ITK infrastructure to your cloud-based BOT platform/solution.
Call routing via a direct “SIP-REFER” connection (with caller call-back scenario) to your BOT solution provider and/or into your contact center.
- When using a BOT solution, calls are routed via VoIP to your BOT solution provider (encrypted routing/delivery is possible, as sensitive and business-critical data is transmitted).
- In practice, most international network operators do not have direct peering with BOT platforms/solution providers and also lack an IN platform to natively implement overflow scenarios and SIP-REFER routings. As a result, service calls are returned from the BOT platform to BERICON’s IN platform via a dedicated connection and are then re-routed to one or more contact centers based on customer-specific routing and selection criteria.
- This means that, by default, network operators hand over calls for international service numbers (that are routed to a BOT solution) to the public internet unencrypted and without any monitoring or intelligent routing capabilities (i.e. no SIP-REFER routing and therefore no call-back scenario from the BOT platform).
- Consequently, routing via the public internet (without a direct connection) to BOT platforms/solution providers is not controllable or manageable and is associated with the following business-critical, labor-intensive, costly, and undesirable issues.
Poor call quality
At high call volumes (peaks), caused by increased voice/data traffic. Typical reasons include home office setups, streaming services, insufficient network expansion, network congestion, etc.
Missing / insufficient ITK infrastructure
For intelligent, automated overflow scenarios via alternative internet handover points and/or termination partners of network operators (operating international service numbers), as these are very cost-intensive and termination/delivery is typically optimized for lowest cost.
No specialized focus
Or no standardized product from network operators for high-quality call termination/delivery when integrating BOT platforms/solution providers and SIP-REFER routing into contact center locations.
Little to no know-how
Among many international network operators, technology providers, and system integrators regarding “redundant, multiplex ITK infrastructure for routing/delivery of calls to BOT platforms/solution providers.”
What does “SIP-REFER” mean?
A “SIP-REFER” direct connection is a high-performance SIP solution that enables reliable, secure, and flexible voice communication over IP networks. With support for SIP-REFER and extended parameters, this solution is ideal for contact centers, carrier interconnects, unified communications platforms, and BOT platform/solution providers.
- VoIP over SIP: Scalable voice channels over secured IP connections. SIP-REFER support enables server-side and client-side call transfers without additional signaling overhead.
- Advanced routing options: Support for parameters in the SIP header to optimize routing, including delivery into the contact center.
- Compatibility: Seamless integration with common PBX, SBC, and UC systems (e.g. Asterisk, FreeSWITCH, Cisco CUCM, Microsoft Teams).
- Redundancy & high availability: Geo-redundant SIP gateways and automatic failover.
“SIP-REFER” is a method within the SIP protocol used to forward an existing call to a third party.
The called party (or an intermediary system) sends a REFER message back to our IN platform containing the target participant’s contact information. This enables the connection(s) to be established to an overflow destination (configured on BERICON’s IN platform), for example to a target within the contact center.
Well connected to your BOT solution with SIP-REFER!
How does “SIP-REFER” work?
A platform that intends to transfer a call (e.g. a call controller or intermediary) sends a REFER message. This message contains, in the REFER-To header, the URI or contact details of the person or platform to which the call should be forwarded.
The recipient of the REFER message (IN platform) initiates a new connection to the specified destination, e.g. into the contact center.
Once the new connection has been successfully established, the original connection between the first two participants (e.g. caller and BOT platform) is terminated.
SIP-REFER” is often used for supervised call transfers (attended transfer).
It is an intelligent function for call forwarding in SIP-based VoIP systems.
The functionality depends on whether the SIP trunk or the involved endpoints support the REFER message.
Other SIP requests such as INVITE (to initiate), BYE (to terminate), and OPTIONS (for capability checks) complement the communication.
“While AI is transforming the future, we build the ‘bridges’ to it for you – so you can already take advantage of tomorrow’s opportunities today.”
Our ITK infrastructure for routing and delivering phone calls to BOT platforms and solution providers.
Our international, redundant, multi-layer ITK infrastructure is physically directly interconnected with the largest internet exchange points (DE-CIX, BC-IX, AMS-IX, etc.) and hands over incoming calls (your phone conversations) to these connected exchange points.
Calls are therefore routed via physical connections to these renowned internet exchange points and then, as a USP, delivered via direct IP peering to your BOT solution provider (business-critical / essential / required) using SIP-REFER, where your BOT solution receives the calls.
“We connect the most advanced BOT platforms and solution providers, create the interfaces to tomorrow’s AI world, and enable you to automate processes, accelerate innovation, and actively shape change.”
Your added value – our ITK experts support you
- As a specialized ITK solution provider, we support you in analyzing the current situation and technically integrating BOT platforms and solution providers.
- In setting up redundant, automated routing scenarios (distribution of incoming calls to the contact center, to the BOT solution, and/or retrieving calls from the BOT application to re-route them into the contact center).
- In implementing so-called SIP-REFER routing, i.e. calls that cannot be handled by the BOT solution are retrieved via our intelligent IP connection from the BOT platform/solution provider (e.g. Parloa, among others) and then re-routed via our IN platform (e.g. into the contact center).
- In designing and implementing ITK infrastructure to integrate additional or alternative intelligent TK/ACD/BOT platforms and solutions into your call and routing processes.
- In analyzing and conceptually designing your (international) telephony availability concept with regard to the intelligent integration of BOT platforms and solution providers.
- In taking over and operating your international service numbers redundantly, including the activation of overflow, emergency, and REFER routing, to ensure the highest possible redundancy and call termination quality for your telephony services.
- In customer-specific adaptations of your ITK infrastructure(s).
- In the economic and technical optimization of your connection to a BOT platform/solution (excellent price-performance ratio, cost savings, redundancy, and strong know-how).
- In monitoring your international service numbers and configured call flows.
Transcription solution: Phone calls (audio recordings) are reliably and accurately converted into clear, structured text.
„Your advantage in the AI-driven future:“
More time for what truly matters – while intelligent technologies and platforms take over customer requests and customer information.
Call and routing processes
Together with you, we design your AI-driven future using intelligent and redundant connections to your BOT platform, enabling you to deploy artificial intelligence as a key driver for maximum success, greater efficiency, innovation, quality of life and work, and customer satisfaction.
With automated solutions combined with AI, you unlock potential that still seems limitless today.
Through our established international ITK infrastructure, we have created outstanding connections to renowned business providers (including AWS, Genesys, Parloa, various BOT and AI platforms, virtual ITK solution providers, carriers, etc.). You benefit directly from this expertise and the corresponding infrastructure (business and contact center–grade).
With our ITK experts, you can rely on many years of practical, hands-on expertise to build a high-quality international ITK infrastructure.
Best-practice experience and a stable international ITK infrastructure from a single source – continuously optimized from both an economic and technical perspective. This ensures that all our customers benefit commercially and technically, especially when integrating BOT platforms and solution providers.
We are your smart partner, giving you more freedom to focus on what truly matters, explore new opportunities, and leverage possibilities that were unthinkable just yesterday