SIP transfer

Use this guide when you want outbound campaign calls to transfer from the AI agent to a human destination over SIP instead of a regular phone number.

This feature is configured in Campaign call settings.

Prerequisites

• A deployed agent.
• An outbound campaign.
• A SIP transfer destination.
• If you want dynamic SIP headers, your contact CSV must contain the required columns.

How it works

When Transfer Call to Human is enabled in campaign settings, the agent can escalate a live call to the transfer destination based on your transfer criteria.

You can set:

• Transfer Type = SIP
• Transfer Destination = SIP address
• SIP Headers = constant or dynamic headers sent with the transfer request

Configure SIP transfer

1. In the navigation sidebar, select Outbound Campaigns.

2. Create a campaign, or edit a draft campaign.

3. In Call Settings, enable Transfer to Human.

4. Set Transfer Type to SIP.

5. Enter the Transfer Destination.

6. Enter Transfer Criteria to describe when the agent should transfer the call. For example:

   Transfer the call when the user explicitly asks for a human agent, or when the request requires account actions that the agent cannot complete.

SIP destination formats

Use one of the following SIP destination formats:

• sip:031122@112.13.168.197:5060
• sip:112.13.168.197:5060
• sip:user@domain.com:5060

A value without the sip: prefix is also accepted in the UI, but the stored transfer target is normalized as a SIP address.

Add SIP headers

Use SIP Headers when the downstream SIP system expects extra metadata.

Each header has:

• Name
• Type: Constant or Dynamic
• Value

Header names are normalized with the sip_h_ prefix when sent.

Constant headers

Use constant headers when every transfer should send the same value. For example:

Name: queue
Type: Constant
Value: support-l2

Dynamic headers

Use dynamic headers when the value should come from a campaign CSV row.

Dynamic values must contain at least one CSV column wrapped in double curly braces. For example:

{{first_name}}
vip-{{account_tier}}
{{case_id}}-{{region}}

Prepare CSV data for dynamic headers

To use dynamic headers, add matching columns to your contact list. For example:

phone_number,first_name,account_tier,case_id,region
+19168888860,John,gold,C-1024,us-west

Then configure headers as follows:

• customer_name → {{first_name}}
• priority → {{account_tier}}
• case_context → {{case_id}}-{{region}}

Test checklist

Before you launch a campaign, verify:

• The SIP destination is valid.
• The transfer criteria is clear and specific.
• Dynamic header variables match CSV columns exactly.
• A sample transfer reaches the expected SIP system.
• The receiving system can read the custom SIP headers.

Troubleshooting

Next steps

• Set up a campaign: Build an outbound call flow
• Set up SIP trunk: Prepare telephony for outbound calling
• Agent analytics: Monitor transfer outcomes after launch