Zendesk

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Call flow

1. A caller dials a number linked to a Zendesk account.
2. Zendesk uses the Overflow feature to redirect the call to PolyAI. This requires a phone number from a SIP provider such as Twilio or Gamma.
3. Twilio converts the PSTN call to SIP and sends it to PolyAI.
4. PolyAI initiates a SIP INVITE to an outbound integration, routing the call to a SIP URI provided by Zendesk.
5. Zendesk agents receive the call. If a ticket exists, they see its ID via the X-Zendesk-Ticket-Id SIP header.

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Test environment

• Zendesk dev account: PolyAI Zendesk
• Test bot: UK-1 Staging
• Test number: 01727 326086

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Setup

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Configure PSTN forwarding

1. Create an empty agent group in Zendesk Talk.
2. Set the inbound number to route only to this group.
3. Configure Overflow to forward calls:
   • If no agents are available (the group is empty, so this is always the case).
   • Outside business hours.
4. Disable voicemail for this number.

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Enable SIP in Zendesk

1. In Zendesk, go to Admin Center.
2. Select Channels → Talk → Lines.
3. Click Add Line → Add SIP Line.
4. Register a SIP address. Name it to match the client or project.
5. Add Kamailio’s IP address range to allow traffic from PolyAI.

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Create the outbound integration

1. Create a telephony.<environment>.yaml file in the project’s domain folder.

outbound_integrations:
  - name: CLIENT_OR_PROJECT_NAME
    encryption: UDP/RTP
    addresses:
      - "sip:YOUR_SIP_ADDRESS"

2. Deploy it:

infra telephony manage --cluster CLUSTER_NAME --path telephony.<environment>.yaml

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Handoff using the outbound integration