Elastic SIP Trunking - Immutable Call Forwarding with CallToken (Public Beta)

What’s changing?

Twilio is announcing its public beta availability of Call Forwarding with Caller ID preservation. Twilio Elastic SIP Trunking customers who would like to preserve & retain the caller ID from the incoming trunking origination call in their outgoing trunking termination (forwarded) call for context about their customers can now use this feature. Twilio Programmable Voice already has support for this functionality via CallTokens.

Classic Call Forwarding use case where this feature will help:

1. An incoming call comes to your Twilio number configured for Elastic SIP Trunking from your customer.

2. You would like to forward this call to another PSTN number (Ex: Call center with a different CRM system)

3. In this case, retaining the original caller ID from the incoming call in the “from” header helps the CRM system to maintain context about the customer for better customer experience.

4. Twilio will curently reject these forwarded calls since they are from a non-Twilio or Verified caller ID number without the new Immutable Call Forwarding feature.

What action do you need to take?

• If you would like to participate in the beta, please sign up here. 

• Once the feature is enabled on your account, Twilio will send a new CallToken in the SIP header X-Twilio-CallToken for all of your incoming SIP trunk calls.

• You would have to send the X-Twilio-CallToken header as-is back to Twilio if it is a forwarded call (a new trunking outbound call) with the original caller ID as “from” number

• Twilio will forward the call to the new PSTN destination preserving the original caller ID if the CalltToken matches in our systems.

Need help or have questions?

Please refer to our Elastic SIP Trunking  documentation or contact Twilio Support for guidance.