Add a Survey via SIP Call
- 18 Dec 2023
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Add a Survey via SIP Call
- Updated on 18 Dec 2023
- 2 Minutes to read
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Article Summary
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Your Mindful Feedback account can be configured to accept inbound SIP calls to conduct inbound voice surveys. After your Mindful SIP endpoint has been set up, you can put in a SIP call to generate an inbound survey interaction.
To request this capability, contact your account manager or the Mindful Support team.
Managing Survey Attributes
When a SIP call is received, the survey interaction record (survey type of inbound) is created and the survey is executed. There are a couple of ways to associate other attributes to this survey, either before or after the call is received:
- Genesys Cloud: With the built-in integration with Genesys Cloud, a survey mapping can be configured to sync attributes from the Genesys Cloud conversation to the survey. Refer to the Conversation Polling guide for more details.
- SIP Transfer Reservation: An API resource called SIP Transfer Reservations allows data to be sent to Mindful Feedback prior to a SIP call. This data will be associated with the survey interaction when it is created. The reservation uses the external_ref attribute to tie the data to the SIP call. Refer to the API documentation on SIP Transfer Reservations for more details.
- API update: You can use the API to update an existing survey interaction by referencing the interaction ID. As one example of how to obtain an interaction ID, you could search the Interaction Details report by a known external_ref.
SIP UUI Headers
SIP calls placed to Mindful must contain UUI Headers. The one mandatory header key is SDX-survey_sip_token and you can pass other key/value pairs via UUI headers to configure attributes of the survey.
The attributes, both optional and mandatory, are explained in the following table.
| UUI Data Key | SDX Attribute | Description |
|---|---|---|
| SDX-survey_sip_token | N/A | (Required) This is used to tell Mindful which survey to execute when the call arrives. The SIP Survey Token can be found or generated at Surveys > Your Survey > Advanced tab > Sip survey token / UUID. To learn more, see the Advanced Settings article. |
| SDX-external_ref | external_ref | (Recommended) This key is used as a reference to the source system. For example, this might be the ID of the call in your contact center system that can be used to tie this survey back to the customer interaction. |
| SDX-respondent_language | respondent_language | (Optional) This can be used to set the language of the survey. Refer to our API documentation for the list of supported language codes. |
| SDX-call_type | call_type | (Example) Other attributes can be added via UUI data but this is not recommended unless it is necessary. There are other ways to associate bulk data attributes with a survey via the API or through a built-in integration (Genesys Cloud, Twilio, etc.). |
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