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Inbound Call Management

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Call Flow Overview

Understanding the typical inbound call flow:
  1. Call Reception: Incoming call received by phone system
  2. Caller Identification: Caller ID and context analysis
  3. Routing Decision: Determine appropriate agent or queue
  4. Agent Assignment: Connect to available voice agent
  5. Conversation Handling: AI-powered conversation management
  6. Resolution or Escalation: Complete call or transfer to human

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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
  }
}

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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"
  }
}

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Queue Management

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Queue Configuration

Set up call queues for optimal customer experience:
cURL
curl --request POST \
  --url https://api.threetone.com/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"
  }'

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Queue Status Monitoring

Monitor queue performance in real-time:
cURL
curl --request GET \
  --url https://api.threetone.com/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
}

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Outbound Call Management

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Initiating Outbound Calls

Make outbound calls programmatically:
cURL
curl --request POST \
  --url https://api.threetone.com/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"
    }
  }'

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Batch Calling

Execute batch outbound calling campaigns:
cURL
curl --request POST \
  --url https://api.threetone.com/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
    }
  }'

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Call Transfer and Escalation

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Agent-to-Agent Transfer

Transfer calls between voice agents:
cURL
curl --request POST \
  --url https://api.threetone.com/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
  }'

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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
  }
}

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Warm Transfer Process

Implement warm transfers with context:
cURL
curl --request POST \
  --url https://api.threetone.com/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
  }'

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Call Analytics and Monitoring

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Real-time Call Monitoring

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

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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
  }
}

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Historical Call Data

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

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Call Recording and Compliance

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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."
  }
}

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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

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Advanced Call Features

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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
    }
  }
}

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Call Conferencing

Enable multi-party calls:
cURL
curl --request POST \
  --url https://api.threetone.com/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"
  }'

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Troubleshooting Call Issues

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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

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Diagnostic Commands

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

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Next Steps