CCAI voice transfer

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Prerequisites

• The shared connection setup in CCAI integration is complete and the integration status shows Enabled.
• Artemis production and your CCAI production environment are in the same cloud region/cluster. This keeps the transfer on the internal Kore voice gateway. If the environments are in different clusters, the call leaves the Kore network and requires a purchased PSTN number and provider routing.
• App Owner role in CCAI. A standard builder role can’t complete every integration and telephony step.
• An available CCAI queue or named agent, and access to the CCAI Agent Console.
• Two separate audio endpoints for the final test: the caller on a phone or a telephony-enabled video call, and the human agent on a separate device.
• Approved secret storage for the Artemis Platform Key and the shared webhook secret.

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End-to-end path

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Step 1: Create the CCAI SIP trunk and routing number

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Step 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.

• 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.

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Step 3: Publish the CCAI app

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Step 4: Configure Artemis agent transfer for SIP REFER

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Step 5: Configure the voice-transfer mechanism in the ABL

ESCALATE:
  routing:
    - voice: { call_transfer_type: sip, transfer_method: refer }
      # transfer_method: refer | invite | bye

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."

• When the caller explicitly asks to speak with or be transferred to a human employee, representative, live agent, customer-service agent, or real person, invoke the transfer immediately with callTransferType set to sip. Don’t continue troubleshooting, offer alternatives, or ask a follow-up question before calling the tool.
• Never merely say that a transfer is starting, underway, or complete. Invoke the transfer and rely on its result.
• Don’t treat negated, hypothetical, quoted, historical, or third-party mentions of a human representative as a transfer request.

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Step 6: Deploy and bind the voice channel in Artemis

1. Open Artemis → Deployments and choose the environment used by the Realtime Voice channel.
2. Create a deployment, choose Customize per agent, and select Auto-create from draft for the voice agent. Confirm the correct Entry Agent, then deploy. The previous deployment can keep draining; it doesn’t have to be retired first.
3. Go to Channels, open the Realtime Voice channel, and confirm it points to the same environment and the newly active deployment/version.
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.

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Step 7: Test and verify

1. Publish the CCAI app and all affected voice/Start flows. Confirm the human agent is Available before dialing.
2. Call the Artemis agent and say a test phrase such as “Transfer me to a human agent.”
3. Verify the expected Artemis behavior: the call_transfer tool is invoked with callTransferType=sip. The configured transition message (if any) plays once, and a SIP REFER/transfer session begins.
4. Verify the expected CCAI behavior: a new voice interaction is offered to the configured queue or agent. Accept the interaction.
5. Confirm success: the AI stops responding to the caller, the human and caller hear one another, and two-way audio continues until the human ends the call.

• Artemis Sessions/Trace: a call_transfer tool invocation, not only an escalation event.
• Artemis Transfer Sessions: provider SmartAssist, channel voice, and a successful/connected lifecycle.
• CCAI Agent Console: offered interaction, assigned queue/agent, acceptance, and connected state.
• Audio: caller and human can interrupt/respond naturally; the AI no longer answers after acceptance.

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Troubleshoot voice transfer issues

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Final go/no-go checklist

• Artemis and CCAI are on matching production environments, and the CCAI user is App Owner.
• The CCAI SIP trunk and routing number exist; the Call Start Flow routes to a real human destination and is published.
• The Artemis Integration fields are saved in CCAI, and the corresponding connection fields in Artemis are populated.
• A new agent version/deployment is active, and Realtime Voice is bound to it.
• Agent Transfer uses Kore Voice Gateway, SIP REFER, the correct SIP target, and SmartAssist trunk On.
• A new external voice test produces a CCAI offer, human acceptance, AI disengagement, and two-way audio.

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Points to note

• 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 them in Artemis due to post-session processing.

• CCAI integration
• Sending custom SIP headers
• Escalate block reference
• Transfer sessions