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An agent can be reached in two ways. Callers dial its phone number, or your own phone system forwards calls directly to it via SIP. In both cases, the agent answers the call and conducts the conversation according to its active live version.

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Via a phone number

You store the phone number in the agent’s basic settings (see Manage agents). It must be registered with our telephony provider. Each phone number belongs to exactly one agent. The agent also uses the same phone number as caller ID when it places calls itself.

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Via SIP from your phone system

If you operate your own phone system or contact center, you can hand calls over to an agent via SIP without setting up a separate phone number for it. For this purpose, every agent has its own SIP address.
  • The agent ID is the ID of the agent. You find it in the browser’s address bar when you open the agent in the portal.
  • msg provides the SIP domain of your environment.
Your phone system dials this address, for example as the forwarding destination in a queue or a voice menu. If no agent exists for the dialed ID, the call is rejected.
This way you can keep an existing service number. The phone system answers the call and hands over only the matching requests to the agent.

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Caller’s phone number

With every call, the telephone network transmits the caller’s phone number, unless the caller withholds it. msg.Hello stores it with the call. It appears in the call analysis, and the agent can use it during the conversation with the built-in tool get the caller’s number. For incoming calls, msg.Hello also stores the SIP header From as metadata of the ongoing session. It contains the sender address as transmitted by the telephone network or your phone system.