In this article we will show you how the REFER block can be used in routing. The REFER Block makes it possible to return a call to your PBX, if it has been sent to TENIOS via SIP Trunk. It sends a SIP REFER message with the configured phone number back to the SIP trunk and ends the call.
- The call is incoming on the customer’s PBX via SIP trunk.
- The request “SIP INVITE” is transmitted from the Customer PBX to TENIOS. The RTP / Media transfer is activated now.
- Once the connection to TENIOS is established, the routing plan stored in the customer portal is processed.
- When the “REFER-block” is reached, TENIOS sends the request “SIP REFER” and the RTP / Media transmission between TENIOS and the customer’s PBX is disconnected. From this point on the call is no longer connected to the TENIOS system.
- Now the customer can use internal or external forwardings to connect the call to its destination.
- a configured and registered SIP Trunk
- Active Dialogflow account with an existing Dialogflow agent
- Existing Voicebot in TENIOS Portal
1. Configure individual routing for the SIP trunk.
2. Include VoiceBot in Routing
- Select “VoiceBot” Block within the dropdown menu.
- Select the preconfigured VoiceBot and fill in the mandatory fields.
- Define action parameters (e.g. “REFER to Sales”)
3. Create a routing plan with REFER block
- In the Settings for action parameters, select the block “Routingplan” from the dropdown menu.
- Now you can choose an existing routing plan or create a new one and add the block “REFER”.
- Afterwards you can enter the phone number to which the call should be routed.
4. Asterisk Configuration
To send calls via the SIP trunk, you have to add the following entries in the configuration file extensions.conf of your Asterisk server: Configuration file:extensions.conf
[public] exten => _+49.,1,Dial(SIP/${EXTEN}@mySipTrunki,30) [inbound] exten => +4922155400300,1,Log(NOTICE, Call referred from tenios) exten => +4922155400300,n,Playback(support) exten => +4922155400340,1,Log(NOTICE, Call referred from tenios) exten => +4922155400340,n,Playback(sales)
- In the example dial plan, all calls which start with +49 are sent to the SIP trunk which is registered with the username „mySipTrunk“ at TENIOS.
- When calls are transferred back by the REFER block, they are processed in the context Inbound matching the phone number that was specified