Ringba
The Ringba Dynamic Caller Routing Plugin is a Taalk Certified Plugin that enables intelligent and automated call routing using a customer-specific dynamic phone number lookup system. Designed for seamless integration with Ringba’s enrichment and routing infrastructure, this plugin allows AI Agents within Taalk to dynamically determine the correct phone number to transfer a call to—based on user intent and business-defined logic.
This plugin is purpose-built for high-throughput, programmatic decision-making, and is ideal for real-time performance marketing use cases, vertical-specific routing (e.g., insurance, legal, home services), or call center triage operations.
Key Features
•🔁 Dynamic Transfer Routing: Automatically routes calls to different destinations based on user intent or metadata.
•📞 Name-to-Number Resolution: Converts intent keywords (e.g., CategoryNameA) into actual phone numbers using a lookup table.
•🔌 Plug-and-Play with Ringba: Leverages Ringba’s real-time enrichment and routing infrastructure.
•🚀 High Throughput Compatible: Designed for use in Taalk environments with up to 100,000 engagements/hour throughput.
Use Case: Dynamic Caller Routine (Dynamic Phone Number Plugin)
Example Trigger Script
During a Taalk agent interaction, the AI may say:
“I’m transferring you to our Car Insurance center.”
Here, “Car Insurance” is extracted and mapped via the plugin to a specific transfer number using the dynamic lookup mechanism.
Integration Details
Enrichment Endpoint Format
To enrich contact and routing information in real-time, the following Ringba Enrichment URL pattern is used:
https://display.ringba.com/enrich/<ringba_ping_id>?callerid=<contact.phone>&offer_id=<Taalk_offer_id>&pubID=<Taalk_pubid>Parameters:
•ringba_ping_id: Unique identifier passed from the Ringba platform per call.
•callerid: The end-user’s phone number, dynamically pulled from the Taalk contact object.
•offer_id: Unique offer identifier associated with the campaign.
•pubID: Publisher or partner identifier, typically mapped to the originating traffic source or AI agent route.
Plugin Behavior
1.Trigger Phase:
AI Agent initiates a transfer, using a phrase like:
I'm transferring you to our "CategoryNameA" center.•CategoryNameA is dynamically selected based on the customer’s intent or response.
•This string is then matched against a backend table (lookup) to resolve the corresponding destination phone number.
2.Enrichment & Lookup:
The plugin calls the Ringba enrichment URL using the caller’s metadata, retrieves relevant routing data (including transfer targets), and updates the call session.
3.Transfer Execution:
The resolved phone number is used for a warm transfer to the appropriate Ringba number or queue.
Setup Instructions
1.Configure Offer and Publisher IDs in Ringba and Taalk console.
2.Create and Upload a Lookup Table mapping common category names (e.g., “Life Insurance”, “Auto Claims”) to phone numbers.
3.Activate Plugin in Taalk via Plugin Manager.
4.Verify Enrichment Response contains expected routing destination using Ringba’s diagnostics panel.
Best Practices
•Normalize category names in your lookup table (e.g., lowercase, no punctuation).
•Monitor transfer performance metrics via Ringba analytics and Taalk call logs.
•Keep phone number mappings up-to-date, especially for time-sensitive campaigns or shifting traffic.
Troubleshooting
|
Issue |
Possible Cause |
Resolution |
|---|---|---|
|
Transfer fails |
Missing or invalid lookup |
Ensure category exists in the lookup table |
|
No enrichment data |
Invalid ringba_ping_id |
Verify Ping ID is passed correctly from Ringba |
|
Wrong transfer number |
Incorrect table mapping |
Check if the mapped value matches the latest route |
The Ringba Dynamic Caller Routing Plugin enables real-time, scalable call routing based on customer intent. When combined with Taalk’s AI Agents, it unlocks an intelligent and flexible voice workflow that mimics human decision-making—without the bottlenecks.
For further configuration help or customization, please contact your Taalk Solutions Engineer or email support success@taalk.ai