Understanding the data you receive from Kaisa is key to unlock value from each interaction. While looking at call volumes and outcomes is paramount to provide context and a frame of reference to performance, questions may arise regarding the result of individual calls, or a need to dig into individual events to know what is working, and what not so much. 

Information regarding calls processed through Kaisa numbers is captured thanks to the data provided by our service partners, and that information can be provided as well in data extractions, for example when using our Engagement Builder and webhooks. 

What is Sip or SipDetails ?

SIP (Session Initiation Protocol) is the signalling standard used to set up, manage, and terminate voice and video calls over the internet (VoIP). You can think of it as the digital equivalent of the dial tone, the dialling process, and the ringing phone; it locates the person you are trying to reach, negotiates the rules for the call (like which audio codecs to use), and establishes the connection between devices.

Crucially, SIP handles only the signaling (the control logic), not the actual audio. Once SIP has successfully performed the "handshake" and connected the two parties, it steps back and allows a different protocol to carry the actual voice stream. If you decide to put the call on hold, transfer it, or hang up, SIP steps back in to manage those state changes. 

SIP responses during or at the end of a call can help understand why a call ended, which party ended the call, and the reason behind it.

Can I access SIP information?

Kaisa captures SIP codes and responses when a call ends, and it can help understand why a call did not connect for example, and the reason passed on by a service provider. Calls may not connect because the call times out (a carrier gives up after ringing for a long time), or a call may fail due to network errors, or rejections, or even if the call is declined by the receiving number. 

You can add SIP responses in webhooks in Kaisa, in order to understand better the status of calls in your account. When using the webhook with our Engagement Builder, you can add the following parameters to your payload to receive SIP details (like response codes and response information).

You can use the snippet below in your payload:

"sip_reason": {
 "cause": "{{ meas_custom_dynamic.sipDetails.sipCode }}",
 "text": "{{ meas_custom_dynamic.sipDetails.sipReason }}"
}

For example:

SIP Codes and Responses

To understand the data you receive, you can use the following guide: