---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Integrate voice assistant with a custom SIP provider

# Integrate ServiceNow voice assistant with a custom SIP provider {#ariaid-title1}

Release version: Australia  
Updated August 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with a custom Session Initiation
Protocol (SIP) provider.

## Before you begin

* Create a voice assistant. See [Create an AI voice assistant](https://www.servicenow.com/docs/wuDnVaIDsOTK1B7SuSztBw "Create an AI voice assistant to enable natural, conversational voice interactions between users and AI voice agents.") for more information.
* Access to your SIP-capable telephony system with permissions to configure SIP trunks.

Role required: sn_aia.admin

## About this task

Connect any SIP-capable telephony system to a ServiceNow voice assistant using the Custom provider option. Use this integration when your organization routes calls through its own SIP infrastructure rather than a named CCaaS provider. Inbound
calls arrive over the provided SIP trunk and are handled by the AI voice agent. When call handling is complete, the integration supports transferring the caller back to your telephony system or terminating the call.

## Procedure

1. Navigate to AllConversational InterfacesAssistant DesignerAssistants.
2. Find the voice assistant that you want to connect to your SIP provider and select Edit.
3. Select the Settings tab.
4. Select Communication channels from the guided setup navigation.
5. In the Provider application field, select the provider application to deploy the voice assistant to.
6. Select the Telephony provider tab.
7. From the Communication channel dropdown, select Session Initiation Protocol (SIP).
8. From the CCaaS provider dropdown, select Custom.
9. Configure the transfer settings.  
   {#integrate-voice-service-with-custom-sip__table_custom_sip_transfer_fields__entry__2}

   | Field | Description |
   |-|-|
   | Transfer method | Select REFER or BYE depending on the transfer protocol supported by your telephony system. Select REFER to transfer the caller to a live agent queue using SIP REFER. Select BYE to terminate the SIP session when call handling is complete, which allows your telephony system to take over the call independently. |
   | Transfer number/address | The SIP URI to transfer the call to your telephony system. Use the format `user@domain`. This field is visible only when Transfer method is set to REFER. |
   [Table 1. Transfer configuration fields]

   {#integrate-voice-service-with-custom-sip__table_custom_sip_transfer_fields}
10. Select a Context transport format to specify how the voice assistant passes conversation context when transferring or terminating a call.  
    {#integrate-voice-service-with-custom-sip__table_custom_sip_context_format__entry__2}

    | Option | Description |
    |-|-|
    | X-snc-context (default) | Passes conversation context using the ServiceNow proprietary SIP header. Maintains conversation state and session metadata across call transfers, handoffs, and interactions. |
    | User-to-User (UUI) | Passes conversation context using the standard SIP User-to-User header, enabling transfers without losing conversation state. Use this option when your telephony system supports the SIP UUI header. |
    | None | No session or interaction data is shared between systems. |
    [Table 2. Context transport format options]

    {#integrate-voice-service-with-custom-sip__table_custom_sip_context_format} Figure 1. Custom SIP configuration
11. Select Save and continue.  
    The ServiceNow SIP Trunk information section displays a read-only x-snc-param value. Copy this token to use it when configuring your SIP trunk to authenticate requests to
    the voice assistant.
12. Configure your SIP-capable telephony system to route calls to the ServiceNow SIP FQDN for your region.  
    For SIP trunk configuration details including IP addresses and FQDNs per region, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612).
13. Pass the x-snc-param value as a SIP header on outbound calls to the voice assistant.

## Result

Your custom SIP provider is connected to the ServiceNow voice assistant. Incoming calls routed through
your SIP trunk are handled by the AI voice agent. When call handling is complete,
the voice assistant transfers or terminates the call according to the configured
transfer method.

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