How to Use SIP to Integrate Regal Voice AI Agents with your Contact Center Software

June 6, 2025

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5 min read

“How do I integrate Regal voice AI Agents with my contact center software / CCaaS / telephony stack?”

Great question.

Regal voice AI Agents integrate with any contact center software (ie. NICE, Genesys, Five9, AWS Connect, etc) so you never need to rip and replace your existing software.

Most often, customers use SIP (Session Initiation Protocol) to integrate Regal with their contact center software with Regal’s AI Voice Agents.

You can use SIP to route inbound calls from your system to Regal AI Agents. And you can use SIP to allow outbound calls from your system to be handled by Regal AI Agents.

And because it’s a universal protocol not an API, there is no custom integration. No need to rebuild your carrier routing, no custom backend code, no platform migration. SIP is the bridge.

Let’s break down how it works and why it matters.

What Is SIP?

SIP (Session Initiation Protocol) or SIP Trunking is a signaling protocol used to establish and control real-time voice sessions.

It initiates calls, negotiates session parameters (like codec and port), and terminates connections.

While SIP handles the signaling, the actual voice data flows through RTP (Real-Time Transport Protocol) or its encrypted counterpart, SRTP.

SIP is widely adopted in CCaaS and VoIP systems because it provides a straightforward and stable way to connect AI Voice Agents to existing telephony infrastructure—no new phone system, no backend API integration, and no changes to carrier relationships.

Why SIP-Based Integration Works for AI Voice

For a speedy integration, it’s important that there is an easy way to have inbound or outbound calls in your contact center software routed to Regal AI Agents.

SIP provides the signaling layer to make this possible.

Regal builds on this foundation by offering a fully managed SIP integration framework.

Using SIP, calls can be routed to Regal from your existing CCaaS platform, PBX, or carrier—no need to change providers or re-architect infrastructure.

Regal serves as the system architecture around the signaling layer: receiving SIP sessions, managing AI Agent logic, and returning control when needed. We use standard SIP protocols and interoperable signaling, so our platform can connect with any system capable of initiating a SIP call to a defined endpoint.

Once the call is connected (and an inbound SIP is received), Regal takes over the interaction—parsing metadata from SIP headers and using it to inform real-time decisions and personalization inside the conversation.

Regal's AI Agent communicates with an LLM and, when needed, fetches or writes data from your connected systems (like a CRM or scheduling engine).

When the call ends (or if the Agent transfers it), Regal can send structured updates back into your stack via outbound SIP headers or through parallel data integrations. This makes the entire flow—from call setup to disposition—context-aware and infrastructure-friendly.

Regal accepts inbound SIP traffic from providers like:

NICE
Genesys
Five9
AWS Connect
Twilio (via Programmable SIP Domains)
Ringba
On-prem PBXs with SIP trunking
‍

We handle provisioning, authentication setup, firewall configuration, header mapping, and test validation—removing the need for deep SIP expertise on your side.

Set up typically takes a matter of minutes. Once connected, SIP calls route to Regal’s AI Agents like any other inbound session—only with the added flexibility, context-passing, and automation that SIP makes possible.

Real-Time Data Sharing via SIP Headers

One of the most valuable aspects of SIP trunking for AI voice is the ability to pass structured metadata directly within the SIP signaling layer, without needing an API call, database query, or external integration.

Headers allow your systems to send context into Regal, and Regal to return enriched data back to you—all within the call flow itself.

**Send Context into Regal via SIP Headers**

At call initiation, your CCaaS platform, carrier, or PBX can include custom SIP headers to pass metadata that Regal uses to drive routing logic, personalize AI Agent prompts, inform escalation rules, and populate the agent UI if the call is transferred to a human.

**Send Context back to Regal via SIP Headers**

When Regal’s AI Agent transfers a call—via SIP REFER or warm SIP handoff—we can send back a full set of headers that reflect what happened during the AI interaction.

This data allows the receiving system (e.g., NICE, Ringba, or another SIP endpoint) to receive a context-rich INVITE, making the handoff faster and more intelligent—without waiting for webhook ingestion or polling external APIs.

With that, your human agents have real-time updates when a call is transferred, instead of spending 30-60 seconds on each call before your systems update.

Benefits of SIP-Based Integration

Setting Up SIP-based AI Voice Agents with Regal

The setup process is designed to minimize overhead.

Key components of SIP-based integration include:

SIP Signaling Layer: Establishes and manages voice sessions between systems, enabling routing, authentication, and call control without requiring API-based integration.
RTP/SRTP Media Transport: Delivers high-fidelity, low-latency audio during live calls, with optional encryption for regulated environments.
Header-Based Context Passing: Allows custom data (like contact IDs or campaign metadata) to be sent with the call, enabling dynamic routing and personalized agent behavior.
Inbound Routing Logic: Determines whether calls are directed through IVRs or sent directly to an AI Agent endpoint—providing flexibility for triage, overflow, or specialized workflows.
Authentication & Access Control: Ensures only authorized endpoints can initiate calls via IP allowlists or SIP credentials, protecting the system at the edge.
Testing & Diagnostics Tools: Provide transparency into session health through PCAPs, call logs, and media traces for debugging and QA.
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When these layers are aligned, SIP becomes a practical, scalable entry point for AI voice—especially in enterprise settings with established telephony infrastructure.

What You’ll Need to Connect

Before starting, we’ll need the following:

1. Authentication Method

Choose between:

IP Access Control List (ACL) – Whitelist Regal/Twilio IPs.
Credentials – A username and password pair.
‍

2. SIP Header Mapping

Identify which metadata should be passed in headers (e.g., X-Contact-ID, X-Campaign-ID, User-to-User).

3. Optional: Secure Media

Decide whether SRTP (Secure RTP) is required.

Network and Security Requirements

Regal supports secure and flexible SIP connectivity that aligns with enterprise networking standards.

We provide all necessary IP and port information up front, and we’ll work directly with your IT or infrastructure team to configure connectivity safely.

Supported security configurations include:

SIP over TLS for encrypted signaling
SRTP (Secure RTP) for encrypted media streams
IP allowlisting to restrict inbound SIP traffic to trusted sources
Credential-based authentication as an alternative, when preferred
Port-specific access guidance based on your region and SIP provider (e.g., Twilio edge locations)
‍

We can assist with firewall rule creation, test-call validation, and SIP trace analysis. Whether you're running in a cloud-native environment or routing through on-prem infrastructure, we’ll help make sure everything routes cleanly and securely.

Compliance and Control

Regal’s SIP voice infrastructure is designed to meet the compliance and data control standards expected in enterprise environments.

Our platform supports:

SOC 2 Type II compliance: Regal undergoes regular audits and maintains internal controls across infrastructure, data handling, and operations.
HIPAA-enabled environments: We support healthcare providers and other regulated industries with secure voice and metadata handling.
TCPA-aware defaults: Opt-out requests, suppression lists, and cross-channel compliance are enforced across all contact attempts.
End-to-end encryption: Metadata and SIP headers are encrypted in transit and at rest. Audio is protected via SRTP where supported.
Audit visibility: All call activity is logged and traceable. AI Agent behavior, routing decisions, and call outcomes are included in task-level logs.
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We also support data residency and retention controls for customers who need fine-grained data governance.

Built to Scale

We’ve designed Regal’s SIP integration and infrastructure to support high-volume, distributed deployments across enterprise use cases.

What we support:

Concurrent traffic handling: Our platform can ingest thousands of SIP calls simultaneously with intelligent load distribution.
High-availability architecture: Built-in redundancy and multi-cloud failover ensure uptime and routing reliability.
Traffic controls and throttling: We can configure brand-specific throttles or volume caps to control rollout or isolate test traffic.
Header-based routing for multi-tenant use: Route calls by campaign, segment, or brand using SIP metadata alone.
Performance telemetry: Latency, call containment, disconnect rate, and transfer success are monitored and available via reporting dashboards.
‍

Whether you’re routing a hundred calls per day or tens of thousands per hour, Regal can help you scale safely and intelligently.

Step-by-Step Setup

Step 1: Creating a SIP Domain

We’ll create a new SIP Domain using a branded subdomain that fits your naming conventions. During setup, we’ll configure authentication based on your preference:

If using IP allowlists, we’ll provide the required IP ranges for your firewall.
If using credentials, we’ll help you securely generate and store the username/password pair.
‍

This domain will be the entry point for all SIP calls to Regal.

Step 2: Configuring Routing

We work with you to determine how calls should be routed once they reach the SIP domain, making sure routing is functional and consistent with your existing call logic.

For IVR-based routing, for example, we configure Twilio Studio to guide the call to the appropriate Regal entry point. This is useful when pre-processing is needed before the AI Agent picks up (e.g., language selection or office hours logic).

Step 3: Passing Metadata Using Headers

We help you define which SIP headers should carry customer context—things like:

X-Contact-ID: 12345
X-Campaign-ID: ABC123
User-to-User: 67890;encoding=hex
‍

We ensure your headers are mapped correctly and automatically injected into the task attributes used by Regal’s routing and prompt logic.

Step 4: Testing Your First Call

Once routing and headers are configured, we test everything together. We’ll guide you through validating:

SIP signaling (INVITE → 200 OK → ACK)
RTP or SRTP audio flow
Header capture and task attribute population
Agent prompt behavior and fallback logic
‍

We can also assist in reviewing PCAPs or SIP logs for any edge cases.

Step 5: Going Live (Gradually)

We recommend starting with low-risk traffic and gradually scaling. Our team will help you:

Select initial use cases (e.g., appointment reminders, overflow)
Set up volume controls or routing rules for phased rollout
Monitor containment, escalation, and latency
‍

As performance stabilizes, we’ll assist in expanding scope and applying learnings from early calls.

Visit our full SIP documentation here.

Best Practices for SIP Deployments with AI Agents

To ensure success and scalability, we recommend the following:

1. Route Incrementally

Choose an initial workflow that is high-volume but low-complexity—such as appointment reminders, lead qualification, or overflow handling. Begin with a limited call percentage (e.g. 1–5%) routed to Regal AI Agents.

These use cases help validate real-world performance (latency, containment, customer acceptance) without involving core revenue flows too early.

Once containment and fallback behaviors are verified in production, gradually increase volume. We can configure brand-level throttles to control rollout pacing and isolate segments for testing.

2. Monitor Core Performance Signals

Use Regal’s reporting tools to observe containment and escalation patterns. Track key metrics such as:

Call containment rate
Transfer/escalation frequency
First-response latency
Call duration and drop-off rate
‍

3. Plan for Fallback Paths

Every deployment should include a defined escape hatch:

IVR handoff
Transfer to human agent queue
Scheduled callback
‍

Regal AI Agents support all of these natively, and we’ll help configure the appropriate thresholds and conditions.

Why SIP Is the Smart Starting Point for AI Voice

SIP is already embedded in most enterprise voice environments. Instead of rebuilding call routing with new APIs or platforms, SIP lets you route traffic to Regal using existing infrastructure.

It’s fast to deploy, easy to test, and flexible enough to support everything from basic calls to complex multi-party transfers.

If you’re evaluating AI Agents, SIP is often the most direct and least invasive way to get started.

We’re happy to walk you through it. Get started today.

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