Announced on Rollout starts Rollout ends
December 9, 2024 December 9, 2024 December 16, 2024

We're excited to announce the release of SIP-IN (Session Initiation Protocol) integration for Zendesk Talk, designed to enhance your communication experience by integrating the Talk call flow with external carriers, known as Bring Your Own Carrier (BYOC) and applications.

SIP technology allows voice calls to be carried over the Internet. It's like the 'language' devices use to communicate over internet-based phone systems.

This announcement includes the following topics:

  • What's new?
  • How much does a SIP call cost?
  • Who is this available for?
  • Why is Zendesk making this change?
  • What do I need to do?

What's new?

New SIP-IN line type

We've added SIP-IN as a new Talk line type. Admins can create and configure SIP-IN lines in Admin Center, similar to how they create PSTN or digital lines. 

Using a SIP-IN line, calls can be forwarded to Talk using a SIP URI and IP access control lists authentication configured in Admin Center. A Zendesk ticket ID can be passed using SIP headers to link it to the call. SIP-IN lines are also compatible with omnichannel routing. 


Bring Your Own Carrier (BYOC) support

SIP-IN lines can receive calls from a phone number hosted on an external carrier. This opens up the possibility for customers to maintain their existing carrier relationships while also utilizing the benefits of Zendesk Talk. 

The ability of a carrier to integrate with a Talk SIP-IN line depends on the specifics of the SIP implementation. Carriers might need time for testing and integration. This release might not be compatible with every carrier or partner. Ensure you highlight the connection details for the carrier or partner you are working with.

Currently, only inbound calls via SIP-IN are supported. Outbound calls using SIP-OUT are not supported. IVR and callback are also not supported when using a SIP-IN line.

 

Connecting an external application such as an AI agent:

The same SIP-IN line can connect external applications, such as an external AI agent, to the Talk call flow. 

An example call flow to connect an external AI agent at the start of the call might be:

  1. An end user calls your Talk number using a Public Switched Telephone Network (PSTN) phone line.
  2. If no agent is available and voicemail is off, Talk transfers the call to the external AI agent using call overflow or IVR keypress.
  3. The virtual agent addresses the caller’s query or, if it cannot, escalates the call to a Zendesk live agent using your SIP-IN line.
  4. During escalation, the context collected by the virtual agent can be passed to Zendesk in a ticket. If a ticket is not passed, support generates a ticket for the call.

For the detailed flow, see this article. 

How much does a SIP call cost?

SIP calls, consisting of SIP and agent legs, are charged at approximately $0.01 per minute. For a detailed breakdown of call charges, see Talk number availability and pricing.

Who is this available for?

SIP-IN lines are available to all Zendesk Suite customers who use Talk.

Why is Zendesk making this change?

We're adding SIP-IN support to enhance your communication experience by integrating the Talk call flow with external carriers and applications.

SIP opens up some significant use cases for your call center, including:

  • Call escalation from a virtual agent: Connect a third-party virtual agent with Talk and escalate calls to Zendesk agents when they cannot resolve their query. 
  • Bring Your Own Carrier (BYOC): Use local carriers and forward calls to Zendesk via SIP to operate their business in that country. Customers can retain their existing carrier contracts.
  • Call forwarding: Forward calls into Zendesk via SIP without paying PSTN rates for call forwarding.
  • Third-party application (external IVR) forwarding: Connect with partner apps during the call flow, such as an external IVR, to enable a more complex and integrated service experience.

What do I need to do?

SIP lines are available to all Zendesk Suite customers who use Talk. After the rollout, SIP-IN lines can be set up in Admin Center. To get started adding SIP-IN lines. See this article.

If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

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