> ## Documentation Index
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# CCAI integration
[Back to list of integrations](/agent-platform/integrations#agent-desktop-integrations)
Review copy — not linked in navigation. This file merges the digital and voice content back into a single article (the original shape of `ccai.mdx`) with all gaps from the source docs filled in, so you can compare it against the split version (`ccai.mdx` + `ccai-voice-transfer.mdx`). Delete this file once you've decided which structure to keep.
For secure, bidirectional communication between the AI application and contact center agents, you can integrate the AI for Service Contact Center app with an Artemis project.
The integration requires:
* **Contact Center app configuration** in AI for Service, using tenant, project, and token details from Artemis.
* **Artemis project configuration**, using tokens and IDs from the Contact Center app, set as the default Agent Transfer route.
This connection is shared infrastructure. Once it's configured, Artemis routes escalated conversations to the Contact Center app and returns its responses to the user; for voice, the same connection also carries the live call transfer.
| **Section in this article** | **Description** |
| -------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------- |
| [Prerequisites](#prerequisites) | Requirements for setting up the integration. |
| [1: Contact Center app configuration](#step-1-contact-center-app-configuration) | Configuring the Contact Center app in AI for Service. |
| [2: Artemis project configuration](#step-2-artemis-project-configuration) | Configuring the Artemis project for integration. |
| [3: Configure routing](#step-3-configure-routing) | How routing works, session lifecycle settings, and routing options for digital channels. |
| [4: Voice channel routing (SIP)](#step-4-voice-channel-routing-sip) | Additional configuration required for voice channel routing. |
| [5: Test and Verify](#step-5-test-and-verify) | Validating the integration end to end. |
| [Example use case: dynamic customer-profile routing](#example-use-case-dynamic-customer-profile-routing) | Routing customers to different CCAI queues based on profile data. |
| [Customer feedback survey (CSAT)](#customer-feedback-survey-csat) | Configuring the post-conversation feedback survey. |
| [Points to note](#points-to-note) | Attachments, transcripts, recordings, and transfer lifecycle events. |
| [Troubleshoot integration issues](#troubleshoot-integration-issues) | Common symptoms, causes, and recommended actions. |
## Prerequisites
* Access to AI for Service with permission to create and publish Contact Center apps - Admin/Owner permissions.
* Artemis application access with permission to open Agent Chat, Profile, Integrations, Deployments, and API Keys.
* Access to an Artemis project.
* A secure token generator or password manager to create secrets that meet the required complexity rules.
* A test agent or flow that can reach an agent-transfer path, to validate the connection after setup.
* For voice: Artemis production and your CCAI production environment in the same cloud region/cluster, and CCAI **App Owner** role.
* The integration is enabled on request. To enable it, [contact Support](https://support.kore.ai/).
## Step 1: Contact Center app configuration
(Required for both digital and voice channel interactions)
1. Log in to the **AI for Service** platform.
2. Create a new app and select Contact Center as the app type.
3. Complete the onboarding journey for the new app.
4. Go to **Flows & Channels**.
5. Select **Artemis Integration**. (Note: The integration is enabled on request. If you are unable to see the page, [contact Support](https://support.kore.ai/).)
6. Enter the following fields. These fields require values to be fetched from the Artemis project.
| **Field** | **Where to fetch the value** | **Implementation notes** |
| -------------------- | ------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Artemis tenant ID | Artemis: Agent Chat > initiate chat > Debug > Data or Artemis Profile > Workspace ID | Use the tenant/workspace ID for the Artemis workspace being connected. |
| Artemis project ID | Artemis: Agent Chat > initiate chat > Debug > Data | Use the project ID for the target Artemis project. |
| Artemis webhook URL | Artemis: Project > Integrations > Kore SmartAssist > Connect > Webhook Channel Callback URL | Copy the callback URL exactly as shown. |
| Artemis access token | Bring your own key | Create a secret that meets the [token and secret rules](/agent-platform/integrations/ccai-updated#token-and-secret-rules). |
| Artemis auth token | Artemis: Project > Deployments > API Keys > Create a platform key | Create a platform key and copy the generated token. The token is shown only once, so copy it immediately; it typically starts with `abl_`. Start with the least-privilege scope your design needs, such as Read Sessions for session history and transcripts. |
7. Review all Artemis Integration fields, then click **Enable Artemis Integration**. If an integration already exists for the app, click **Update Artemis Integration** instead.
8. Confirm the integration status shows **Enabled**.
9. Review and publish the Contact Center app.
Don't swap the **Artemis access token** and the **Artemis auth token**. The access token is a secret you generate yourself and must match the Webhook Secret you enter in Step 2. The auth token is the platform key generated in Artemis. Swapping these two values causes authentication failures.
## Step 2: Artemis project configuration
(Required for both digital and voice channel interactions)
1. Go to **Project** > **Integrations** > **Kore SmartAssist** > **Connect**.
2. Configure the following fields:
| **Artemis connection field** | **Source** | **Notes** |
| ---------------------------- | ----------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------- |
| Connection Name | Enter a unique connection name. | Use a name that identifies the environment and AI for Service app, such as AI for Service-uat-contact-center. |
| Base URL | CCAI → Flows and Channels → Artemis Integration → CCAI host URL | Use the environment root URL, not a deep `/builder`, `/app`, or `/hooks` path. Example: `https://platform.kore.ai/`. |
| CCAI App Token (optional) | CCAI → Flows and Channels → Artemis Integration → CCAI auth token | Populate this when the implementation needs Artemis to retrieve post-transfer voice transcripts. |
| XOCC Webhook Channel Token | CCAI → Flows and Channels → Artemis Integration → Web token | Copy exactly from AI for Service. |
| Webhook Secret | Bring your own key | Use the same value as the Artemis access token entered in AI for Service Artemis Integration. |
| App ID | CCAI → Flows and Channels → Artemis Integration → CCAI stream ID | Copy exactly. |
| Account ID | CCAI → Flows and Channels → Artemis Integration → Account ID | Copy exactly. |
## Step 3: Configure routing
### How routing works
* The conversation remains with the AI agent until a transfer is triggered.
* Artemis resolves the transfer configuration and selects the active **connection as per the settings**.
* Artemis sends the transfer request and conversation context to **CCAI**.
* CCAI routes the conversation to the appropriate queue or agent based on its routing configuration.
* If enabled, Artemis retrieves the conversation transcript after the transfer is complete.
When you enable the Artemis integration, CCAI creates two default flows: Artemis Voice Flow and Artemis Chat Flow. These default flows don't contain an automation node. Instead, they include nodes such as check agent availability, check business hours, and set queue.
You can customize the Start Flow to add routing behavior beyond the defaults, and link it to conditional flows for in-queue, no-agent, and out-of-office-hours scenarios. After a conversation lands in a queue, CCAI also evaluates any additional routing configuration set for that queue, such as preferred-agent or conditional routing.
If your implementation sets routing values in the escalate block and also customizes the Start Flow, confirm with Support which configuration takes precedence in your environment before relying on it in production.
### Session lifecycle settings
Under **Project Settings** → **Agent Transfer** → **Session Lifecycle**, align the Chat, Email, Voice, Messaging, Campaign, and Max Concurrent values with your CCAI policy. These settings control how long a transferred session stays active. A Voice TTL of 0 ends the session when the call ends.
### Routing options customers can choose
| **Option** | **Behavior** | **When to choose it** |
| ---------------------------- | --------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ |
| Default routing | All eligible transfers use the connection and queue configured under Agent Transfer > Default Routing. | Best starting point for one CCAI environment or one general support destination. |
| Queue-based routing | The DSL can pass a queue ID; the transfer carries or resolves a queue so CCAI can deliver to the right team. | Use for billing, technical support, claims, or other stable team destinations. |
| Skill or named-agent routing | The DSL can pass a skill ID or agent ID; the transfer specifies required skills or selected agents when the use case supports it. | Use for language, product, certification, or VIP specialization. Keep a queue fallback. |
| Priority-based routing | A numeric priority influences the relative urgency of the transfer. | Use sparingly for genuinely urgent or high-value interactions; scale being 0 to 10. 0 highest and 10 lowest. |
| Post-agent action | Return to bot keeps the session in the bot lifecycle after the live-agent leg; End session closes it. | Choose based on whether the bot should resume, collect feedback, or terminate after handoff. |
### Routing precedence
* Values assigned in the escalate block apply to that specific transfer.
* If a value is not assigned, Artemis uses the configured Agent Transfer default.
* If data is missing or an ID is invalid, routes to the configured general-support fallback in CCAI.
### Digital channel routing
* Go to **Project Settings** → **Agent Transfer** → **Default Routing** → **Connection** and select the **integration**.
* Review Queue, Priority, and Post-Agent Action.
* Set up a digital channel.
When an agent escalates a conversation, Artemis routes it to the Contact Center app via the configured connection. The Contact Center app's response, returned through the connection, is delivered to the user.
## Step 4: Voice channel routing (SIP)
Voice channel routing requires some additional configuration. Follow the steps listed below.
Artemis production and your CCAI production environment must be in the **same cloud region/cluster** to keep the transfer on the internal Kore voice gateway. If they're in different clusters, the call leaves the Kore network and requires a purchased PSTN number and provider routing.
### 1. Create the CCAI SIP trunk and routing number
Go to **Contact Center AI** → **Flows & Channels** → **Voice Gateway** → **SIP Numbers** → **Configure SIP Trunk**. This creates the internal destination that Artemis will REFER the call to.
| **CCAI SIP field** | **Known-good baseline** |
| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------ |
| SIP URI | Generated by CCAI. Example: `sip:savg-cusprd-sbc1.kore.ai:5060` |
| Network | List of IP addresses. |
| Incoming IPs | Example: `54.172.60.0, 54.172.60.3, 54.244.51.0, 54.244.51.3`; confirm the current tenant allowlist with telephony administration. |
| E.164 Syntax | Checked |
| DID / routing ID | A unique routing identifier, such as `4848898755`. On this same-cluster internal path it does not need to be a purchased public DID. |
| DTMF Types | `RFC 2833` |
| SIP Transport | `UDP` |
| Credentials / termination | Optional. Leave blank unless a Kore telephony administrator gives you tenant-specific values. |
Keep exactly one leading `sip:` in the resulting SIP number (`sip:@:5060`). A double `sip:` prefix breaks the destination.
### 2. Route the SIP number to a human destination
1. Click **Next**. Reserve or select the SIP routing number and enable **Inbound Calls**. Select the intended CCAI app.
2. Create a **Call Start Flow**. Supply a non-empty description and select the SIP number when prompted.
3. Connect the Start node to an **Agent Transfer** node, then choose the intended queue, skill, or named employee.
4. For every receiving employee, enable Contact Center access, Agent Console as the default experience, Voice, and the required queue/skill membership.
5. Publish the Start Flow.
Attaching a Start Flow can return an already-published CCAI app to **In Development**. Republish the app after this step.
Before moving on, confirm: Agent Console is open and the human agent is **Available**; the target queue/skill or named-agent route is correct; the app and every relevant voice flow show **Published**.
### 3. Publish the CCAI app
Publish the CCAI app and all affected voice/Start flows.
### 4. Configure Artemis agent transfer for SIP REFER
In Artemis, go to **Project Settings → Agent Transfer** and enter the following configurations under **Voice Gateway**, in addition to the **Default Routing connection** configured above:
| **Setting** | **Value** |
| ---------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Gateway Type | `Kore Voice Gateway` |
| Transfer Method | `SIP REFER`. The underlying `transfer_method` parameter also accepts `invite` or `bye`; use `refer` (SIP REFER) unless your design calls for a different signaling method. |
| Header Passthrough | On |
| SIP Transfer Target URI | `sip:@:5060` with exactly one `sip:` prefix. |
| PSTN target | Blank for an internal, same-cluster SIP path |
| SIP URI is SmartAssist trunk | `On`. This is required for SmartAssist transcript/recording synchronization and two-way audio. |
| Allowed Transfer Headers | Optional; add only headers required by your queue/skill routing design. [Learn More](/agent-platform/sending-custom-sip-headers). |
### 5. Configure the voice-transfer mechanism in the ABL
Use the [`Escalate` block](/agent-platform/abl/reference/multi-agent-and-supervisor#escalate) with `routing.voice.call_transfer_type` set to `sip` (and `transfer_method` set to `refer`, `invite`, or `bye`) to drive the live SIP call handoff. This is the recommended pattern — it works unchanged for chat and voice, with no separate tool definition needed:
```yaml theme={null}
ESCALATE:
routing:
- voice: { call_transfer_type: sip, transfer_method: refer }
# transfer_method: refer | invite | bye
```
Alternatively, you can call the `call_transfer` tool directly, with this contract:
```yaml theme={null}
TOOLS:
call_transfer(callTransferType: string, phoneNumber?: string, sipTransferId?: string, message?: string, headers?: object) -> object
description: "Transfer the live voice call to a human agent over SIP. Call this whenever the caller asks for a human, an agent, a representative, or to be transferred. Always pass callTransferType as sip."
```
Add a clear PERSONA instruction so the agent invokes the transfer promptly and only on a genuine request: invoke the transfer immediately when the caller explicitly asks for a human, without offering alternatives or asking a follow-up question first; never merely say a transfer is starting or complete; and don't treat negated, hypothetical, quoted, historical, or third-party mentions of a human representative as a transfer request.
Compile, lint, and validate. Non-blocking metadata warnings don't replace runtime validation.
### 6. Deploy and bind the voice channel in Artemis
Saving an ABL change updates only the draft. It doesn't change the behavior of a live call until you create and bind a new deployment.
1. Open Artemis → Deployments -> Environments. Create a deployment, choose **Customize per agent**, and select **Auto-create from draft** for the voice agent. Confirm the correct Entry Agent, then deploy.
2. Go to Channels and choose a voice channel.
3. Select the deployment in the channel configuration.
4. Configure other channel properties and Save.
5. Confirm the Artemis Realtime Voice channel has a working inbound DID if dialing from a phone. **This public inbound DID is different from the CCAI SIP routing ID.**
After deployment, start a brand-new voice call to pick up the change; existing sessions keep the runtime state they began with. Verify the Realtime Voice channel binding every time you create a new version.
## Step 5: Test and Verify
For voice, don't use the CCAI browser softphone for the final test — voice transfer doesn't work correctly from that path. Call the Artemis agent from an external mobile phone or a telephony-enabled video call, and keep the human CCAI Agent Console on a separate machine/audio endpoint when possible.
1. Call the Artemis agent and say a test phrase such as **"Transfer me to a human agent."** For digital channels, enter a message requesting a transfer to a live agent.
2. Verify the expected Artemis behavior:
* **Voice:** The `call_transfer` tool is invoked with `callTransferType=sip`. The configured transition message (if any) is played, and the call is transferred to CCAI.
* **Digital:** An escalation request is initiated and the conversation is transferred to CCAI.
3. Verify the expected CCAI behavior:
* **Voice:** A new voice interaction is routed to the configured queue or agent. Accept the interaction.
* **Digital:** A new chat conversation is routed to the configured queue or agent. Accept the interaction.
4. Verify the transfer details:
* **Artemis Sessions/Trace:** Confirm that a `call_transfer` tool invocation is recorded for voice transfers, or an escalation event for digital transfers.
* **Artemis Transfer Sessions:** Confirm the provider is **SmartAssist**, the channel is correct (voice or chat), and the transfer completes successfully.
* **CCAI Agent Console:** Confirm the interaction is offered to the expected queue or agent, accepted successfully, and transitions to the **Connected** state.
5. For voice, confirm two-way audio: caller and human can interrupt/respond naturally, and the AI no longer answers after acceptance.
## Example use case: dynamic customer-profile routing
You can send a customer to a different CCAI queue based on information Artemis already has about them. In this example, Premium customers who need help with Payments go to a specialist priority queue, while other customers go to the most appropriate standard queue. Use the same pattern for language, product, region, account status, or any other reliable profile value.
### 1. Choose the profile information
Use information that's available before the agent transfer and that has a clear source of truth. Keep the allowed values consistent across the customer system, Artemis, and CCAI. For example: customer tier (Premium or Standard), product or intent (Payments, Cards, General), language, or customer status (authenticated, unauthenticated, high-risk).
### 2. Define the decision rules
Evaluate rules from top to bottom. Put the most specific rule first, followed by broader rules, and always finish with a safe default.
* Premium + Payments → Payments Priority queue, Payments skill, high priority.
* Standard + Payments → Payments Support queue, Payments skill, normal priority.
* Premium + any other product → Priority Support queue, Premium skill (if supported).
* Missing or unknown profile data → General Support queue. Don't block the customer because a profile field is unavailable.
The queue names and priority labels are examples. Replace them with the actual CCAI queue names, IDs, skills, and approved priority scale for your environment.
### 3. Add queues and skills in the Artemis escalate block
Create the required queues and skills in CCAI first, then copy their IDs into the Artemis routing logic. Use the queue ID as the destination and the skill ID as the agent qualification, and keep a general-support queue as the fallback. Set these values inside the [`escalate` block](/agent-platform/abl/reference/multi-agent-and-supervisor#escalate) in the Artemis agent that invokes the live-agent transfer.
Illustrative DSL pattern:
```yaml theme={null}
escalate {
reason = "customer_requested_agent"
if customer.tier == "Premium"
and customer.product == "Payments" {
queueId = "QID_PAYMENTS_PRIORITY"
skillId = "SKILL_PAYMENTS"
priority = 1
} else if customer.product == "Payments" {
queueId = "QID_PAYMENTS_SUPPORT"
skillId = "SKILL_PAYMENTS"
priority = 5
} else if customer.tier == "Premium" {
queueId = "QID_PRIORITY_SUPPORT"
skillId = "SKILL_PREMIUM"
priority = 5
} else {
queueId = "QID_GENERAL_SUPPORT"
skillId = null
priority = 5
}
postAgentAction = "RETURN_TO_BOT"
}
```
Replace the placeholder values with the actual CCAI IDs. The exact property names depend on the Artemis DSL version. Don't use display names when the integration requires IDs.
Field reference:
* `queueId`: the CCAI queue that should receive the interaction.
* `skillId`: the CCAI skill required for the interaction, such as Payments, Spanish, or Premium Support.
* `agentId`: an optional named-agent destination. Use it only when the business case requires direct routing.
* `priority`: the agreed numeric priority.
* `postAgentAction`: what Artemis does after the live-agent leg, such as `RETURN_TO_BOT` or End session.
### 4. Test the escalation
* Premium customer with a Payments request → Payments Priority queue plus Payments skill.
* Standard customer with a Payments request → Payments Support queue plus Payments skill.
* Premium customer with another product → Priority Support queue plus Premium skill.
* Missing or invalid profile data → General Support fallback queue.
* Selected queue has no agents or is outside business hours → CCAI in-queue or no-agent flow.
The connection configuration establishes communication between Artemis and CCAI. The escalate block determines the destination for an individual conversation. Keep changing workforce decisions, such as agent availability and queue capacity, in CCAI rather than encoding them in the bot.
## Customer feedback survey (CSAT)
After an Artemis conversation ends, CCAI can invite the customer to complete a feedback survey about their experience with the live agent. The survey is managed separately from the standard CCAI feedback survey, so you can define different behavior for Artemis conversations. Survey responses can use supported formats such as CSAT, NPS, or thumbs up/down, depending on the survey configured for your organization.
Chat and email surveys follow the Artemis conversation flow. Voice surveys are managed through the separate CCAI voice flow.
### Before you configure the survey
* Confirm that the Artemis survey feature is available for your account.
* Create or select an active feedback survey.
* Select the Artemis agent that presents the survey.
* Configure the survey message and thank-you message.
* Decide whether the survey applies to chat, email, or both.
* Agree on when the survey should be presented, and select the survey type: CSAT, NPS, or thumbs up/down.
* Decide whether the survey is sent after every eligible conversation or at a selected frequency.
### Configure the survey
Set the following in the survey configuration: Survey enabled, Artemis agent, Chat response, Email response, Survey frequency, No-agent behavior, Out-of-hours behavior, Agent-closed behavior, Survey type, Response channels, and Eligibility.
Choose a survey frequency:
| **Frequency** | **Behavior** |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Every conversation | Offers a survey after each eligible conversation. |
| On trigger | Offers a survey only when the configured transfer or agent flow requests it. For triggered surveys, choose whether the survey appears automatically or is requested manually by the agent. |
| Every few conversations | Offers a survey according to an agreed interval, such as every third eligible conversation. |
### How the survey works
1. The live-agent conversation ends.
2. CCAI determines whether the configured survey applies and evaluates whether the conversation qualifies.
3. If eligible, Artemis presents the survey.
4. The customer submits a response.
5. CCAI stores the response for reporting.
## Points to note
* **Attachments**: When a user shares a file during a conversation in Artemis, the file and its associated metadata are transferred to the CCAI agent. The agent can use the attachment and its metadata as part of its reasoning and response generation. See [supported attachment types](/agent-platform/administration/security-observability-settings#attachments).
* **Conversation transcripts and recordings**: Recordings and transcripts from voice calls in CCAI are available in Artemis after the session ends under Sessions logs. It may take up to 10 minutes to present recordings and transcripts in Artemis due to post-session processing.
* **Transfer lifecycle events**: When a session is escalated to a human agent in the contact center, the platform captures key events in the transfer lifecycle, such as transfer initiated, transfer completed, human agent connected, and session ended, as **platform events**. These events include transfer metadata that can be consumed by downstream integrations, workflows, and analytics. For voice interactions, Artemis retrieves and displays these events after the call is completed.
### Token and secret rules
| Requirement | Rule |
| ----------------------- | --------------------------------------------------------------------------------------------- |
| Length | Use 32 to 512 characters. |
| Character mix | Use three of the four character types: uppercase letters, lowercase letters, digits, symbols. |
| Webhook Secret matching | Must match the Artemis access token configured in AI for Service. |
| Storage | Don't paste secrets into tickets, chat, emails, or SOP. Store them in the approved vault. |
| Rotation | Rotate the paired AI for Service Artemis access token and Artemis Webhook Secret together. |
### Validation checklist
| Validation item | Expected result |
| :-------------------------------------------------------------- | :--------------------------------------------------------------------------- |
| Create AI for Service app of Contact Center type | New app is visible and onboarding is complete. |
| Configure Artemis integration | Populate tenant ID, project ID, webhook URL, access token, and auth token. |
| Enable of the integration | Integration status shows enabled or active. |
| Publish AI for Service app | Publish the latest version successfully. |
| Create Artemis Kore SmartAssist connection | Connection saved with unique name, base URL, tokens, app ID, and account ID. |
| Match webhook secret | Matches the AI for Service Artemis access token exactly. |
| Initiate test interaction | You can initiate a flow without authentication errors. |
| Check debug data | Tenant ID and project ID align with the intended workspace and project. |
| (Voice) New deployment created and Realtime Voice channel bound | The active deployment matches the latest ABL/agent version. |
| (Voice) SIP URI is SmartAssist trunk is On | Two-way audio works after the human agent accepts the interaction. |
## Troubleshoot integration issues
| Symptom | Likely cause | Recommended action |
| ----------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------- |
| 401 or 403 response | Token mismatch or expired API key | Re-copy the Artemis auth token and verify the webhook secret. |
| Webhook events aren't received | Incorrect callback URL or channel token | Verify the callback URL and CCAI Webhook Channel Token. |
| Wrong tenant or project is connected | Values copied from another workspace or project | Fetch tenant ID and project ID again from Agent Chat → Debug → Data or confirm Workspace ID in Profile. |
| Connection name rejected | Connection name isn't unique | Use a unique name. |
| Integration works before publish but not after changes | Changes saved but not published | Publish the AI for Service app again. |
| (Voice) AI never answers | Broken Artemis Realtime Voice inbound DID/provider/channel binding | The transfer ABL can't run before an Artemis session exists; fix the inbound binding. |
| (Voice) AI promises a transfer, but no CCAI offer | ABL not deployed, or voice channel bound to an older deployment | Confirm the live ABL calls the transfer with `sip`, redeploy, and rebind the voice channel. |
| (Voice) Transfer session starts, but no CCAI offer | SmartAssist connection, SIP target, Start Flow, publish status, or agent/queue availability issue | Check each of these in order. |
| (Voice) CCAI offer is accepted, but there's silence and the AI still responds | "SIP URI is SmartAssist trunk" is off, or the test used the SmartAssist browser softphone | Turn the setting On; confirm SIP REFER and single-prefix target URI; retest from an external phone. |
| (Voice) SIP target doesn't connect | Double `sip:` prefix | Use `sip:@:5060` with exactly one prefix. |
| (Voice) Changes look right but old behavior remains | App not republished, or ABL change not deployed | Republish CCAI after flow changes; create a new Artemis deployment after ABL changes; start a new call. |
***
**Related articles:**
* [Know more about Contact Center](/ai-for-service/contact-center)
* [Transfer sessions](/agent-platform/transfer-sessions)
* [Sending custom SIP headers](/agent-platform/sending-custom-sip-headers)