Elastic SIP Trunking: Call Transfer via SIP REFER
If you’re running a multi-site Contact Center and you need to transfer a call from one agent to another agent in a different location, you can now send Twilio a SIP REFER message requesting that transfer.
About call transfers
A call transfer is just what it sounds like: It’s when you transfer a customer’s call from one call center agent to another. You might need to initiate a call transfer for several reasons, such as when a customer requesting to speak to the manager. Quick, easy call transfers are a necessary function in today’s business telecom environments.
When an agent presses the “Transfer” button on a SIP-enabled IP phone, the phone issues a SIP REFER method requesting the call to be transferred to a third party using the contact information provided in the request.
A very common type of call transfers is “blind” transfers. Blind transfers ...
Announcing Voice Insights for Elastic SIP Trunking and SIP Interface
Voice Insights is a call data analytics engine that provides details ranging from real-time metrics for individual calls to account-wide historical trends and aggregates to assist in diagnosing call performance problems, investigating call quality reports, and identifying emerging issues. Voice insights already includes WebRTC and Carrier Insights and today, we are excited to announce that Elastic SIP Trunking and SIP Interface Insights are now also available, in Beta. You can now easily have a deep understanding of your calls when they traverse your SIP communications infrastructure. These insights enable you to have an end-to-end understanding of call quality, no matter how the call is made or received, and help diagnose call establishment and performance issues.
Using Twilio SIP Insights data, for every SIP call made or received through Twilio, you can analyze call performance from an aggregated view down to granular details about a call. For any given call you ...
How to protect your account from toll fraud with Voice Dialing Geo Permissions
Did you know that International Revenue Sharing Fraud (IRSF), also known as toll fraud, leads to $10 billion dollars in annual revenue losses globally and has grown six-fold in the past five years? Care for a horror story? Read about this seven person architecture firm in Georgia that came to work on a Monday to find a $166,000 bill from their local telecom provider.
Teams of criminals are continuously looking for ways to exploit your apps by placing calls to their international premium rate numbers – a virtual wire-transfer from your company’s bank account to theirs.
Now with a few clicks on the Twilio Console, you can take one big step to further protect your application from being the next victim of toll fraud.
There’s no silver bullet with toll fraud. Before we dive into Twilio’s dynamic solution to prevent toll fraud, it’s important to understand ...
Elastic SIP Trunking now supports Caller ID Name (CNAM) Lookup
- Make informed decisions on which calls to answer by surfacing Caller ID data with CNAM Lookup.
- Caller ID Data added to Twilio Lookup to allow you query the CNAM database on demand via REST API.
- Retrieve CNAM data on an in-progress call and use it to query your system of record to surface relevant caller information.
Missing calls costs businesses money. Answering unwanted calls from telemarketers, robocallers, and phone spoofers cost employees time.
That’s why we’re excited to announce CNAM Lookup for Elastic SIP Trunking. Now every time the phone rings, you know who’s on the other end of the line and whether you should answer or let the call go to voicemail.
CNAM is an acronym which stands for Caller ID Name. With CNAM Lookup, the calling party’s name is automatically displayed alongside the phone number, to help users easily identify a caller.
Enabling CNAM ...
SIP Trunking Termination Calling is Now More Flexible with Master CPS
- Enhancement to Calls Per Second (CPS) feature for SIP Trunking termination.
- Save money and gain more control over capacity planning.
- Available in beta.
Today, we’re excited to announce a huge enhancement to the Calls Per Second (CPS) feature for SIP Trunking termination. Master CPS is a feature that will save you money if using our traditional CPS feature today while allowing you to have more control over your capacity planning. It’s a win-win!
What is CPS?
Before getting into all the exciting details of this enhancement, let’s take a step back for a moment to understand what CPS is and how it relates to concurrency, a term more familiar amongst traditional SIP providers like AT&T and Verizon.
Concurrency refers to how many simultaneous calls can occur at same time. These traditional providers require you to plan for your highest peak traffic days, determine the highest number of ...
Reduce Your Bill With Origin-Based Pricing
Have you built a Contact Center, Click-to-Dial, or Voice Notification solution using Outbound Voice or Elastic SIP Trunking with calls localized in Europe? Yes? Then read on to find out how you can save money.
This month Twilio expanded its coverage of Origin-Based Pricing by adding Belgium and Netherlands now for a total of 19 European countries. Prices to these 19 European countries have dropped an average of 72% compared to the rest of world and are now $0.13 per minute less expensive compared to other providers. This means calls that stay local within Europe can realize significant price reductions—all you do is set the Caller ID with a qualifying local EU/EEA number you own.
This opportunity for price reduction can be realized with both:
- Programmable Voice – Outbound
- Elastic SIP Trunking – Terminating
What is Origin-Based pricing?
Origin-Based pricing means that calls to the same destination have ...
Elastic SIP Trunking: Region selection for origination traffic
If you’re using Twilio Elastic SIP Trunking to connect your IP-based communications infrastructure to the PSTN, then you’ll be happy to hear that starting today, you can specify the geographic region that Twilio will use to send the originating SIP traffic.
By default, Twilio uses the region where the incoming PSTN call comes in from. Starting today, to specify the region you want Twilio to use to send the originating SIP request towards your communications infrastructure, simply include the optional region parameter in your origination SIP URI. This can lead to improved voice quality as traffic will not automatically traverse to the region of the incoming PSTN and, moving forward, calls will be directed over the Twilio Super Network—to the specified region—instead of the public internet.
For example, by including region=ie1 in your origination SIP URI, Twilio will send the SIP request from the Europe ...
SIP Interface adds support for international regions
We’re excited to share that SIP Interface now supports international regions, including North America (Virginia, Oregon), Europe (Ireland), Asia Pacific (Tokyo, Singapore, Sydney), and South America (São Paulo). This means that when you send SIP to Twilio, or receive SIP from Twilio, you can specify the region that’s closest to the location of your communications infrastructure to ensure the best quality of service.
Sending SIP to Twilio
To specify the gateway to send SIP traffic to:
- Update your IP address whitelist.
- Point your communications infrastructure to any of our localized URIs.
Receiving SIP from Twilio
To specify the region to receive SIP from Twilio:
<?xml version="1.0" encoding="UTF-8"?> <Response> <Dial> <Sip>sip:email@example.com;region=ie1< ...
Announcing Phone Numbers in 70 countries, Transparent Toll-Free Pricing, and Hosted SMS
- SMS in 5 new countries, Voice in 13 new countries, Toll-free in 27 new countries.
- Toll-free priced by inbound caller type lets you pay only for what you use.
- Add SMS to your existing US & CA phone numbers without changing voice providers.
Having the right tool for the job makes all the difference. When engaging with your customers, phone numbers are a great example of how picking the wrong type of phone number can stop you in your tracks. Each method of communications, from making outbound calls, to receiving inbound calls, to exchanging SMS all require different approaches to phone numbers. That’s why giving you a vast and diverse set of phone number options is so important. And that’s why we are so excited to announce three big ships:
- 45 new phone number types, for a total of 70 countries: Twilio is adding Programmable SMS numbers in ...
Introducing Elastic SIP Trunking in Oregon, USA
Today, we’re excited to announce that Twilio has expanded its global footprint with the introduction of the North America – Oregon region (US2) for Elastic SIP Trunking. Adding data centers in Oregon gives you great audio fidelity and resiliency, at no extra cost. Let me tell you why.
Optimum Audio Fidelity
We saw an increasing amount of VoIP calls taking place on the west side of North America. There’s no need for a west coast call to make the 70 millisecond trip to the east coast and back, so Twilio is now providing local data centers in this region. These new data centers mean your calls stay local with high call quality.
Resiliency and Redundancy
You expect a highly available service. Your business depends on it. Let’s dive into the industry best practices that Twilio follows to ensure your business continuity.
Twilio has implemented redundancy and engineered resiliency ...