Connecting an AI phone agent to Talkdesk
Talkdesk is a cloud contact centre platform. By default you connect Tibinet's AI agent by forwarding calls from a Studio flow to the agent's phone number. With BYOC a SIP connection is also possible, if Talkdesk allows that route in your set-up.
Talkdesk and the AI agent
Talkdesk offers BYOC over SIP trunks, across the internet with or without TLS, using G.711. That matches how Tibinet connects. Whether a BYOC trunk can also route to an external destination such as Tibinet is something to discuss with Talkdesk.
How the integration works
| Call forwarding (default) | BYOC with a SIP connection | |
|---|---|---|
| To the agent | A Studio flow forwards to a phone number of the agent | A BYOC trunk to the SIP address we give you, with SIP, TLS and G.711 |
| Back into Talkdesk | The agent transfers to a Talkdesk number | The same, over the trunk |
| Transfers | Cold, to a phone number | Cold, warm with 1 or 2, REFER as an option |
What your administrator does
Get the agent's number
We give you a phone number for the agent, either new or ported from your current provider.
Update the Studio flow
Have the flow forward to the agent number at the point you choose.
Link the return number
Link the number the agent transfers to with a ring group or queue in Talkdesk, and agree that number with us.
Test
Call your own number, follow the route to the agent and check whether the caller's number comes through.
If you and Talkdesk opt for a BYOC trunk, every setting on our side is listed on the technical details page.
Transfers
With call forwarding, the agent makes a cold transfer to a phone number. Warm transfers with a summary and 1 or 2 apply to a SIP connection. Read more about forwarding calls to the agent's phone number.
Points to watch
- Forwarding will probably use minutes, depending on your Talkdesk contract.
- Whether the caller's number comes through depends on how Talkdesk forwards the call. Check it in a test.
Would you rather move your telephony to Tibinet entirely? See hosted business telephony. Related contact centre platforms: Genesys Cloud CX and Five9. All platforms are listed in the integrations overview.
Connecting Talkdesk to the AI agent?
Leave your details. We will call you back and work out the route that fits your Talkdesk set-up.
Talkdesk is a trademark of Talkdesk. Tibinet is not a partner of, or affiliated with, Talkdesk.
Frequently asked questions
We use G.711 A-law and µ-law. Talkdesk supports both.
Yes, through a number that lands on that queue in Talkdesk.
No. It is a telephony connection.
Probably, depending on your Talkdesk contract.
With a SIP connection it can be. The trunk runs over TLS, with SRTP for the audio. Talkdesk offers BYOC with or without TLS.
Call me back
Leave your name and number. We will call you back at a time that suits you.