Call Handling

Inbound Call Management

Call Flow Overview

Understanding the typical inbound call flow:

Call Reception: Incoming call received by phone system
Caller Identification: Caller ID and context analysis
Routing Decision: Determine appropriate agent or queue
Agent Assignment: Connect to available voice agent
Conversation Handling: AI-powered conversation management
Resolution or Escalation: Complete call or transfer to human

Basic Call Handling

Configure basic inbound call handling:

{
  "call_handling_config": {
    "greeting_message": "Thank you for calling ThreeTone. How can I help you today?",
    "max_call_duration": 1800,
    "silence_timeout": 10,
    "dtmf_enabled": true,
    "recording_enabled": true
  }
}

Advanced Call Routing

Implement intelligent call routing:

{
  "intelligent_routing": {
    "caller_recognition": true,
    "context_analysis": true,
    "skill_based_routing": true,
    "priority_queuing": true,
    "load_balancing": "round_robin"
  }
}

Queue Management

Queue Configuration

Set up call queues for optimal customer experience:

cURL

curl --request POST \
  --url https://api.threetone.in/v1/voiceai/call-queues \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json' \
  --data '{
    "name": "Customer Support Queue",
    "max_wait_time": 300,
    "queue_music": "hold_music_1",
    "position_announcements": true,
    "estimated_wait_announcements": true,
    "overflow_behavior": "voicemail"
  }'

Queue Status Monitoring

Monitor queue performance in real-time:

cURL

curl --request GET \
  --url https://api.threetone.in/v1/voiceai/call-queues/{queue_id}/status \
  --header 'x-api-key: YOUR_API_KEY'

Response example:

{
  "queue_id": "queue_123",
  "current_calls": 5,
  "average_wait_time": 45,
  "longest_wait_time": 120,
  "available_agents": 3,
  "calls_handled_today": 127
}

Outbound Call Management

Initiating Outbound Calls

Make outbound calls programmatically:

cURL

curl --request POST \
  --url https://api.threetone.in/v1/voiceai/outbound-calls \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json' \
  --data '{
    "to_number": "+1987654321",
    "agent_id": "agent_123",
    "purpose": "follow_up",
    "context": {
      "customer_id": "cust_456",
      "previous_conversation": "conv_789"
    }
  }'

Batch Calling

Execute batch outbound calling campaigns:

cURL

curl --request POST \
  --url https://api.threetone.in/v1/voiceai/batch-calls \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json' \
  --data '{
    "campaign_name": "Customer Survey",
    "agent_id": "survey_agent_123",
    "call_list": [
      {
        "phone_number": "+1111111111",
        "customer_data": {"name": "John Doe", "account": "12345"}
      },
      {
        "phone_number": "+1222222222",
        "customer_data": {"name": "Jane Smith", "account": "67890"}
      }
    ],
    "schedule": {
      "start_time": "2024-01-16T09:00:00Z",
      "end_time": "2024-01-16T17:00:00Z",
      "max_concurrent": 5
    }
  }'

Call Transfer and Escalation

Agent-to-Agent Transfer

Transfer calls between voice agents:

cURL

curl --request POST \
  --url https://api.threetone.in/v1/voiceai/calls/{call_id}/transfer \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json' \
  --data '{
    "transfer_type": "agent",
    "target_agent_id": "specialist_agent_456",
    "transfer_reason": "technical_support_needed",
    "context_handoff": true
  }'

Human Agent Escalation

Escalate to human agents when needed:

{
  "escalation_config": {
    "triggers": [
      "user_requests_human",
      "sentiment_score_below_threshold",
      "unresolved_after_max_turns",
      "specific_keywords_detected"
    ],
    "escalation_queue": "human_agents",
    "handoff_summary": true,
    "context_preservation": true
  }
}

Warm Transfer Process

Implement warm transfers with context:

cURL

curl --request POST \
  --url https://api.threetone.in/v1/voiceai/calls/{call_id}/warm-transfer \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json' \
  --data '{
    "target_agent": "human_agent_789",
    "briefing_summary": "Customer needs help with billing issue. Account: 12345. Previous attempts: 2.",
    "customer_consent": true
  }'

Call Analytics and Monitoring

Real-time Call Monitoring

Monitor active calls:

cURL

curl --request GET \
  --url https://api.threetone.in/v1/voiceai/calls/active \
  --header 'x-api-key: YOUR_API_KEY'

Call Performance Metrics

Track key performance indicators:

{
  "call_metrics": {
    "total_calls_today": 245,
    "average_call_duration": 180,
    "resolution_rate": 0.87,
    "customer_satisfaction": 4.2,
    "first_call_resolution": 0.78,
    "transfer_rate": 0.15
  }
}

Historical Call Data

Retrieve historical call information:

cURL

curl --request GET \
  --url 'https://api.threetone.in/v1/voiceai/calls/history?start_date=2024-01-01&end_date=2024-01-15' \
  --header 'x-api-key: YOUR_API_KEY'

Call Recording and Compliance

Recording Configuration

Configure call recording settings:

{
  "recording_config": {
    "enabled": true,
    "format": "mp3",
    "quality": "high",
    "retention_days": 90,
    "consent_required": true,
    "consent_message": "This call may be recorded for quality assurance purposes."
  }
}

Compliance Features

Ensure regulatory compliance:

Call Recording Consent: Automatic consent collection
Data Retention: Configurable retention policies
Access Controls: Restricted access to recordings
Audit Trails: Complete activity logging
Privacy Protection: PII redaction capabilities

Advanced Call Features

Interactive Voice Response (IVR)

Implement IVR menus:

{
  "ivr_config": {
    "main_menu": {
      "prompt": "Press 1 for Sales, 2 for Support, 3 for Billing",
      "options": {
        "1": { "action": "route_to_agent", "agent_id": "sales_agent" },
        "2": { "action": "route_to_agent", "agent_id": "support_agent" },
        "3": { "action": "route_to_agent", "agent_id": "billing_agent" },
        "0": { "action": "route_to_human" }
      },
      "timeout": 10,
      "retry_attempts": 3
    }
  }
}

Call Conferencing

Enable multi-party calls:

cURL

curl --request POST \
  --url https://api.threetone.in/v1/voiceai/calls/{call_id}/conference \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json' \
  --data '{
    "participants": [
      {"type": "agent", "id": "agent_123"},
      {"type": "human", "phone": "+1234567890"}
    ],
    "moderator": "agent_123"
  }'

Troubleshooting Call Issues

Common Call Problems

Poor Audio Quality: Check network connectivity and codec settings
Call Drops: Verify SIP configuration and network stability
Routing Failures: Validate agent availability and routing rules
Recording Issues: Check storage permissions and retention settings

Diagnostic Commands

Debug call issues:

cURL

curl --request GET \
  --url https://api.threetone.in/v1/voiceai/calls/{call_id}/diagnostics \
  --header 'x-api-key: YOUR_API_KEY'

Authentication

Voice Agents

Knowledge Base

Phone Integration

Inbound Call Management

Call Flow Overview

Basic Call Handling

Advanced Call Routing

Queue Management

Queue Configuration

Queue Status Monitoring

Outbound Call Management

Initiating Outbound Calls

Batch Calling

Call Transfer and Escalation

Agent-to-Agent Transfer

Human Agent Escalation

Warm Transfer Process

Call Analytics and Monitoring

Real-time Call Monitoring

Call Performance Metrics

Historical Call Data

Call Recording and Compliance

Recording Configuration

Compliance Features

Advanced Call Features

Interactive Voice Response (IVR)

Call Conferencing

Troubleshooting Call Issues

Common Call Problems

Diagnostic Commands

Next Steps

​Inbound Call Management

​Call Flow Overview

​Basic Call Handling

​Advanced Call Routing

​Queue Management

​Queue Configuration

​Queue Status Monitoring

​Outbound Call Management

​Initiating Outbound Calls

​Batch Calling

​Call Transfer and Escalation

​Agent-to-Agent Transfer

​Human Agent Escalation

​Warm Transfer Process

​Call Analytics and Monitoring

​Real-time Call Monitoring

​Call Performance Metrics

​Historical Call Data

​Call Recording and Compliance

​Recording Configuration

​Compliance Features

​Advanced Call Features

​Interactive Voice Response (IVR)

​Call Conferencing

​Troubleshooting Call Issues

​Common Call Problems

​Diagnostic Commands

​Next Steps

Inbound Call Management

Call Flow Overview

Basic Call Handling

Advanced Call Routing

Queue Management

Queue Configuration

Queue Status Monitoring

Outbound Call Management

Initiating Outbound Calls

Batch Calling

Call Transfer and Escalation

Agent-to-Agent Transfer

Human Agent Escalation

Warm Transfer Process

Call Analytics and Monitoring

Real-time Call Monitoring

Call Performance Metrics

Historical Call Data

Call Recording and Compliance

Recording Configuration

Compliance Features

Advanced Call Features

Interactive Voice Response (IVR)

Call Conferencing

Troubleshooting Call Issues

Common Call Problems

Diagnostic Commands

Next Steps