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SIPX AI Engineer

AI troubleshooting for voice and video, with human approval

SIPX AI Engineer is a support engineer that works with AI. It investigates SIPX Connect, SIPX SBC and contact center issues using real evidence, and proposes changes that a person approves before they are applied.

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  • Diagnosis from real data: SIP codes, MOS, jitter and packet loss.
  • It never changes anything without human approval.
  • From medium risk upward, two people approve.
  • It applies, verifies and rolls back if something fails.

What SIPX AI Engineer is

It is a per-company module that diagnoses voice and video issues with evidence from the platform itself: extension registrations, trunk status, SIP codes from failed calls and quality measured on each device. From there it explains what is happening and proposes how to fix it.

The difference is control: the AI Engineer proposes, it doesn’t improvise. Every change goes into a plan that a person approves, then it is applied, verified and rolled back if something fails. Everything is audited.

Who it is for

  • Company administrators who run their telephony in SIPX Admin and want to fix issues without relying on an outside technician.
  • Contact center supervisors who need to know why an agent isn’t receiving calls or why audio drops.
  • Companies using Microsoft Teams Direct Routing that want to check the health of that trunk.
  • The platform operator or reseller partner, from SIPX Console.

Key features

What it checks

  • Extensions and their registration.
  • Trunks and carriers, including Microsoft Teams Direct Routing (proxies, TLS, SRTP, OPTIONS, certificate and the reason Microsoft gives for each rejection).
  • Codecs, DTMF, SRTP and TLS.
  • Failed calls with their SIP code.
  • Audio and video quality measured on each device: MOS, jitter, packet loss and latency.
  • TURN, meetings, SIPX Phone, and contact center queues and agents.

Tests and a known-issues knowledge base

It can place test calls and take short signaling captures, always with approval. It relies on a knowledge base of known issues: one-way audio, drops on hold or transfer, failed registrations, echo, frozen video and agents not receiving calls, among others.

Plans with human approval

Every change goes into a plan with its own fingerprint. One person approves it and, from medium risk upward, two people: whoever requested it can’t approve it alone. If the company has no other administrator, SIPX approves it. Proposed plans expire after 24 hours.

Applies, verifies and rolls back

When it applies an approved plan, the AI Engineer checks the result and rolls back if something fails. If the state has changed since approval, it applies nothing. If AI is unavailable, it delivers a basic report with the facts.

What it can configure

With an approved plan: users, extensions, Connect tiers, roles, call forwarding, voicemail, trunks from templates, dial plans and SIPX Connect media settings. For simple configuration requests, it points to the SIPX Admin form where you can do it.

Conversation within the session

You can talk with the agent in the same diagnostic session: reply to it, give it the details it asked for and continue the analysis without starting over.

Where it lives and what it connects to

  • SIPX Admin: administrators diagnose and approve plans; supervisors diagnose.
  • SIPX Service Desk: a “Diagnose with AI Engineer” button on every ticket.
  • SIPX Console: the platform operator uses it across all companies or a selected one.
  • SIPX SBC: trunks, registrations, voice quality and, from version 4.6, per-company traces and SIPX Phone call quality.
  • SIPX Connect and SIPX Contact Center: browser-measured quality, meetings, queues and agents.

Requirements and security

  • The SIPX AI Engineer module enabled for the company.
  • Company consent to measure quality from the browser (SIPX Admin › Call quality).
  • For SIPX Phone diagnostics, SIPX SBC 4.6 or later.
  • No change without human approval; everything is audited.

How it is implemented

Timelines and scope are defined by an advisor for your case.

  • Meeting with an advisor to review your voice network and the products you use.
  • Module activation for your company.
  • Quality measurement consent in SIPX Admin › Call quality.
  • Deciding who approves plans: from medium risk up two people are needed and, if the company has no other administrator, SIPX approves.
  • Use from SIPX Admin and from Service Desk tickets.

Frequently asked questions

Can the AI Engineer change my configuration on its own?

No. It diagnoses with evidence and proposes a plan; a person approves it (two from medium risk upward), and if something fails, it rolls back. Everything is audited.

What kinds of issues does it diagnose?

Voice and video issues in SIPX Connect, SIPX SBC and the contact center: extension registrations, trunks, Microsoft Teams Direct Routing, codecs, DTMF, encryption, failed calls, audio and video quality, meetings, SIPX Phone and agents not receiving calls.

What if my company has only one administrator?

Plans that need a second approval are approved by SIPX, because the person who requested the change can’t approve it alone.

Can it place test calls?

Yes, and it can take short signaling captures, always with approval.

Does it check the Microsoft Teams connection?

Yes. It checks the health of the Teams Direct Routing trunk: proxies, TLS, SRTP, OPTIONS, certificate and the reason Microsoft gives for each rejection.

Where is it used?

In SIPX Admin (administrators do everything; supervisors diagnose), on every SIPX Service Desk ticket and, for the platform operator, in SIPX Console.

What do I need to measure quality from the browser?

Your company’s consent in SIPX Admin › Call quality.

What happens if AI is unavailable?

The AI Engineer delivers a basic report with the facts it gathered.

How much does SIPX AI Engineer cost?

Pricing is quoted based on users and modules. An advisor will prepare a quote for your company.

Related products

They all share the same users, numbers and data on SIPX Cloud.

See the whole ecosystem
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One platform, one provider, one bill.

We’ll show you Connect, the AI-powered IVR, the contact center and the Service Desk running with your company’s data.

  • Nothing to install: it runs in the browser
  • AI included in every product
  • Pay for what you use: Small, Medium or Full