Our Call Center software uses Session Initiation Protocol (SIP) to initiate a user session that may consist of one or more media streams (e.g. voice, video, chat). SIP trunking is the use of Voice over Internet Protocol (VoIP) to facilitate the connection of a private branch exchange (PBX) and IVR to the internet. When an incoming call arrives, a SIP invite is received that says an inbound call is being received and that inbound call includes information such as the phone number of the caller, the caller’s name, an email address, etc. A header is a component of a SIP message that conveys information about the message.
A component of the SIP message is a SIP Header, this header conveys information about the message and is structured as a sequence of header fields. This SIP header is referred to as a Global Unique Identifier (GUID), a unique number that creates a unique identity for an entity to identify a particular component, application, file, database entry, and/or user.