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Conversational Insights supports the use of audio conversation data in addition
to chat conversation data. This is facilitated through aSIPREC endpoint,
a protocol that you can use to establish recording sessions and report metadata.
SIPREC is a private GA feature compatible with all CCAI products.
SIPREC works in combination withCloud Speech-to-Textto generate transcripts of your
audio data before it can be analyzed by Insights. SIPREC can
also be used in combination withAgent Assist(to provide
agent suggestions) andCloud Storage(to store audio data
and transcripts) depending on your business needs.
SIPREC overview
The SIPREC protocol is used between a Session Recording Client (SRC) and a
Session Recording Server (SRS).
An SIP user agent acts as the source of the recorded metadata & media, sending
it to the recording service endpoint. The SRC could be a personal device
(for example, SIP phone), application server, media server, an SIP media gateway
(MG), or a Session Border Controller (SBC).
SBC and PBX phone systems are common SRCs in many call centers. There are many
different SBC and PBX systems on the market that support SIPREC. Some popular
examples are listed, and many additional systems are also compatible.
Each SRC solution sends the metadata contained in the SIP header (caller ID,
extension number, and so on). Different manufacturers choose different types of
metadata to send.
Implement SIPREC
SIPREC integration usually must be custom-designed for each customer, and thus
is a lengthy process that can take up to several months. If you are interested
in implementing this feature, contact your Google representative.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[[["\u003cp\u003eConversational Insights uses a SIPREC endpoint to support audio conversation data, in addition to chat data, as part of its data analysis.\u003c/p\u003e\n"],["\u003cp\u003eSIPREC works with Cloud Speech-to-Text to generate transcripts, and optionally with Agent Assist and Cloud Storage for agent suggestions and data storage.\u003c/p\u003e\n"],["\u003cp\u003eThe SIPREC protocol facilitates the exchange of metadata and media between a Session Recording Client (SRC), like an SBC or PBX system, and a Session Recording Server (SRS).\u003c/p\u003e\n"],["\u003cp\u003eCommon SRCs in call centers include SBCs such as Cisco Cube and PBX systems like Broadworks, but many other systems are also compatible with SIPREC.\u003c/p\u003e\n"],["\u003cp\u003eImplementing SIPREC is a custom process for each customer that requires direct engagement with a Google representative and can take several months.\u003c/p\u003e\n"]]],[],null,["# Audio conversation data\n\nConversational Insights supports the use of audio conversation data in addition\nto chat conversation data. This is facilitated through a **SIPREC endpoint**,\na protocol that you can use to establish recording sessions and report metadata.\nSIPREC is a private GA feature compatible with all CCAI products.\n\nSIPREC works in combination with\n[Cloud Speech-to-Text](/speech-to-text/docs) to generate transcripts of your\naudio data before it can be analyzed by Insights. SIPREC can\nalso be used in combination with [Agent Assist](/agent-assist/docs) (to provide\nagent suggestions) and [Cloud Storage](/storage/docs) (to store audio data\nand transcripts) depending on your business needs.\n\nSIPREC overview\n---------------\n\nThe SIPREC protocol is used between a Session Recording Client (SRC) and a\nSession Recording Server (SRS).\n\nAn SIP user agent acts as the source of the recorded metadata \\& media, sending\nit to the recording service endpoint. The SRC could be a personal device\n(for example, SIP phone), application server, media server, an SIP media gateway\n(MG), or a Session Border Controller (SBC).\n\nSBC and PBX phone systems are common SRCs in many call centers. There are many\ndifferent SBC and PBX systems on the market that support SIPREC. Some popular\nexamples are listed, and many additional systems are also compatible.\n\n- SBCs: Cisco Cube, Avaya SBCE, Oracle E-SBC, Sonus SBC, Genband SBC, MetaSwitch Perimeta.\n- PBX systems: Broadworks, Metaswitch.\n\nEach SRC solution sends the metadata contained in the SIP header (caller ID,\nextension number, and so on). Different manufacturers choose different types of\nmetadata to send.\n\nImplement SIPREC\n----------------\n\nSIPREC integration usually must be custom-designed for each customer, and thus\nis a lengthy process that can take up to several months. If you are interested\nin implementing this feature, contact your Google representative."]]
