Connect your contact center to global phone numbers and SIP trunks.

Power your existing contact center queues, PBX, or CCaaS platform with Bird Voice without replacing your agent desktop. Route local phone numbers over redundant SIP trunks with gateway failover, triage routine callers with IVR sequences or AI voice before transferring to live agents, and audit per-leg call records, recordings, and transcripts.

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How does Bird connect to a contact center?

Point your SIP-compatible contact center, PBX, or session border controller at a Bird SIP trunk using IP allowlists, digest authentication, and encrypted TLS signaling. Bird routes incoming phone numbers to your SIP gateways with automatic failover and places outbound calls using verified business caller IDs, while your contact center keeps ownership of agent queues, skills routing, and CRM screen pops.

Triage incoming callers, bridge callbacks, and hand off live calls.

IVR triage and gateway failover

Filter routine inquiries with spoken prompts and interruptible DTMF keypad menus in Bird call sequences before routing callers to a live queue, or deliver numbers straight to your PBX. Assign gateway priorities so incoming traffic steps through backup SIP endpoints automatically when a primary server is unreachable.

Outbound callbacks and warm transfers

Place outbound queue callbacks and click-to-dial calls through your SIP trunk or the Voice API using verified regional caller IDs. Format dialed and calling numbers to match your PBX dialplan, and bridge callers to specialist extensions or on-call numbers with linked call-leg logs.

AI voice handoffs to live agents

Let a SIP-connected AI voice agent answer routine support, booking, and order-status calls first, then transfer the active call to a human queue when a customer asks for a person. Pass the caller's verified account details along so your agent picks up without asking the customer to repeat themselves.

Audit per-leg call quality, recordings, and transcripts as you scale.

When a customer reports a dropped call or a failed transfer, your team needs more than a summary bill. Bird logs the active route, SIP response code, ringing and talk duration, and per-leg cost on each call record, alongside step-scoped recordings and speaker transcripts for calls handled in Bird sequences.

Per-leg call records

Inspect inbound arrival legs and bridged outbound legs under one call ID. See which SIP gateway handled the call, how long it rang, and the exact SIP status or disconnect reason when a call is refused.

Recordings and transcripts

Start and stop recording around specific steps in a Bird call sequence to keep sensitive keypad entry out of captured audio, then review per-leg audio and asynchronous transcripts within a 30-day retention window.

Controlled carrier migration

Verify existing business numbers as outbound caller IDs while inbound calls remain on your legacy carrier, restrict allowed destination countries to prevent toll fraud, and shift inbound lines to Bird trunks in phases.

Questions before you connect

Does a Bird SIP trunk replace my contact center software?
No. Bird provides the phone numbers, carrier connectivity, SIP trunking, and optional pre-queue IVR call sequences. Your existing contact center platform or PBX keeps ownership of agent desktops, queue routing, workforce management, and internal transfers.
Can the Bird browser phone replace a full agent desktop?
The browser phone in the Bird dashboard is built for quick outbound calling and testing rather than high-volume queue handling. For inbound agent queues, skills-based routing, and warm transfers, connect your contact center software or SIP softphones to a Bird SIP trunk.
How can we migrate our contact center traffic without downtime?
Start by connecting a Bird SIP trunk to a staging gateway and verifying your existing support numbers as outbound caller IDs so you can shift outbound traffic first while inbound calls stay on your current carrier. Once you validate audio quality, DTMF signaling, and failover across your target destinations, port or route inbound numbers to Bird in phases.

Build the rest of the calling path

Voice overview Explore programmable outbound calling, IVR call sequences, SIP trunking, and call recordings on one platform.

SIP trunking Link your PBX, session border controller, or contact center to Bird phone numbers with TLS encryption and country controls.

Voice numbers Provision local phone numbers, configure inbound routing and failover rules, and verify outbound business caller IDs.

AI Voice Connect your conversational voice runtime over SIP to automate routine calls and transfer live callers to human queues.

Voice pricing Check published per-minute calling rates by destination country and call direction.

Scale without
losing control.

Organize teams in workspaces, control API access, and trace changes through audit logs.

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