Purpose
This article explains how to configure agent-transfer for voice channels in the Kore.ai XO Platform (Voice Gateway scenario). It covers prerequisites, configuration steps, best-practices, and troubleshooting notes.
Scope
This applies to voice deployments where a call handled by the AI Agent needs to be transferred to a live agent/agent queue via the Voice Gateway (SIP/WebSocket) integration with third-party telephony or contact-centre systems.
Prerequisites
Before you begin the agent-transfer setup in a voice context, ensure the following are in place:
- A working voice channel configured on the Kore.ai XO Platform (Voice Gateway/SIP trunk or WebSocket audio streaming).
- The target live-agent system (e.g., contact centre, telephony platform) is integrated or reachable via SIP/WebSocket.
- Necessary metadata or context mapping defined for the agent transfer (so context flows from AI-agent to live-agent).
- Permissions and access to the XO Platform’s App Settings → Integration → Agent Transfer area.
- (If required) SIP trunk or WebSocket settings for voice channel are correctly configured. Kore.ai Documentation
Configuration Steps
A. Configure the Voice Gateway / SIP Trunk (if not already done)
- In XO Platform, navigate to Channels → Voice Gateway → Configure SIP Trunk. Kore.ai Documentation
- Select the Product (e.g., Agent AI or Contact-Center AI).
- Configure the following parameters:
- SIP URI (if pre-configured)
- Network: Incoming IP addresses or Domain names, DNS resolution method
- SIP transport protocol: TCP / UDP / TLS
- (Optional) SIP Credentials (username, password)
- SIP Headers: Map agent-metadata such as
X-AgentName,X-AgentPhoneNumber, etc. Kore.ai Documentation
- After saving, wait up to 10 minutes for IPs/DIDs to propagate and become reachable. Kore.ai Documentation
B. Configure Agent Transfer Integration
- Navigate to App Settings → Integrations → Agents → Agent Transfer.
- Choose or add the appropriate agent-system integration (pre-built like Genesys, Salesforce, or custom). KoreDotCom
- If using voice channel, ensure the agent transfer node in the dialog supports IVR / call‐hand-off properties. Kore.ai Developer
- In your dialog task, add an Agent Transfer node at the point where you wish to hand off to a live agent. Ensure the channel is set correctly (Voice) and that transfer rules (queue, skills, etc) are configured. Kore.ai Documentation
- Define any metadata/context you want to pass to the live agent (customer ID, conversation summary, etc) so that the live agent receives full context. Example: Use
agentUtils.setMetaInfo()in custom integration. Kore.ai Documentation
C. Test & Validate
- Make a test inbound or outbound voice call into the AI Agent.
- Trigger the transfer (via IVR, dialog logic, or node) to the live agent.
- Verify:
- The call is handed off successfully and the live agent receives the call.
- Agent metadata (caller information, conversation summary) appears correctly.
- There is no significant delay or drop during transfer.
- Post-transfer, conversation continues smoothly with appropriate characteristics (audio, queue, skill match).
- Monitor logs and analytics for errors or bottlenecks.
Best Practices
- Always include context metadata so the live agent doesn’t have to ask redundant questions.
- Use clear transfer criteria in the dialog (e.g., no-match intent, high sentiment negativity, agent request).
- Monitor call-transfer performance (latency, drop rate) and set alerts for degraded performance.
- For large voice volumes, ensure the SIP trunk capacity and rules are regularly tested.
- If using multiple agent systems (chat + voice), clearly define default integration and channel mapping. KoreDotCom
Troubleshooting – Common Issues
| Issue | Potential Cause | Remediation |
|---|---|---|
| Call not transferred to agent | SIP trunk mis-configured or agent system unreachable | Check SIP credentials, IP/domain, whitelist settings |
| Metadata not passed | Metadata object not set or unsupported by live-agent system | Ensure agentUtils.setMetaInfo() or equivalent is used; review live agent config |
| Delay in hand-off | High system load or incorrect node placement | Review NLP or routing logic; test under load |
| Transfer loop or drop after hand-off | Agent queue mis-configured or IVR rules incorrect | Review IVR or queue settings; use test calls with different scenarios |
Key Terms
- Agent Transfer node: A dialog task node that triggers hand-off to a live agent. Kore.ai Documentation
- Voice Gateway (SIP/WebSocket): Telephony integration channel for voice calls in Kore.ai XO platform.
- Metadata: Contextual information passed from AI-agent to live agent (e.g., X-AgentName header).
- SIP Trunk: Session Initiation Protocol connection channel for voice traffic, inbound/outbound.