Napster agents can now initiate outbound SIP calls — the agent proactively dials a phone number and starts the conversation when the call is answered. This is in addition to the existing inbound SIP and VoIP capabilities.
Inbound vs. outbound — what's the difference
| Inbound | Outbound | |
|---|---|---|
| Who initiates | The user calls a phone number connected to your agent | Your agent dials a phone number |
| Trigger | User action (picks up phone and dials) | Your system or workflow triggers the call |
| Use cases | Support lines, reservation lines, customer-initiated calls | Proactive outreach, callbacks, appointment reminders, follow-ups |
Use cases for outbound SIP
- Proactive outreach — agent calls a customer to follow up on an inquiry, confirm a booking, or deliver time-sensitive information
- Scheduled callbacks — user requests a callback at a specific time; your system triggers the agent to dial at that time
- Appointment reminders — agent calls to confirm or reschedule upcoming appointments
- Agent-led sales or onboarding — agent initiates a call to walk a new customer through setup or a product demo
- Notification calls — agent delivers structured information (order status, account alerts) via voice
How it works
To initiate an outbound SIP call:
- Configure a SIP channel on your agent in the dashboard or via the API.
- Provide your SIP trunk credentials (outbound SIP requires a SIP trunk — unlike VoIP which only needs a webhook URL).
- Call the outbound call endpoint with the target phone number and agent ID.
- The agent dials the number. When the call is answered, the agent begins the conversation using the same identity, knowledge, and tools configured for that agent.
Full reference: developers.napster.com/docs/deploying-your-omniagent/phone
SIP vs. VoIP — which to use
| VoIP (webhook) | SIP (trunk) | |
|---|---|---|
| Setup | Simpler — just a webhook URL. Works with Twilio, Telnyx, Vonage. | Requires a SIP trunk from an enterprise provider. |
| Inbound calls | ✅ Supported | ✅ Supported |
| Outbound calls | Depends on your VoIP provider | ✅ Supported (now available) |
| Best for | Most inbound use cases, quick setup | Enterprise telephony, outbound call workflows |
See also: What Deployment Channels Does the Omniagent API Support?