Call Management - CallIntel

Call Types

Outbound Calls

Agent-initiated calls to customers:

curl -X POST https://py.callai.rejoicehub.com/api/calls \
  -H "Content-Type: application/json" \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -d '{
    "agent_id": "agent-123",
    "to_phone": "+1234567890",
    "from_phone": "+0987654321",
    "customer_data": {
      "name": "John Doe",
      "order_id": "ORD-123"
    }
  }'

Response:

{
  "call_id": "call-456",
  "status": "initiated",
  "created_at": "2024-01-15T10:30:00Z",
  "estimated_start_time": "2024-01-15T10:30:05Z"
}

Incoming Calls

Calls from customers to your system:

Webhook Receiver receives Twilio/Plivo webhook
Router determines appropriate agent
Call Stream connects caller to agent

from fastapi import Request

@app.post("/webhook/twilio/incoming")
async def handle_incoming_call(request: Request):
    """Handle incoming Twilio calls"""
    from_phone = request.form.get("From")
    to_phone = request.form.get("To")
    
    # Determine agent based on called number
    agent_id = await route_call(to_phone)
    
    # Return TwiML response
    response = VoiceResponse()
    response.say("Connecting you to an agent...")
    response.connect(create_connection(agent_id))
    
    return Response(content=str(response), media_type="application/xml")

WebSocket Streaming

Real-time audio streaming for AI processing:

// Client-side WebSocket
const ws = new WebSocket('ws://localhost:8010/ws/stream');

ws.addEventListener('open', () => {
    console.log('Connected to stream');
});

ws.addEventListener('message', (event) => {
    const audioChunk = event.data;
    // Play audio chunk
    audioContext.play(audioChunk);
});

ws.addEventListener('close', () => {
    console.log('Stream closed');
});

// Send audio frames
navigator.mediaDevices.getUserMedia({ audio: true })
    .then(stream => {
        const processor = new AudioProcessor(stream);
        processor.onDataAvailable((chunk) => {
            ws.send(chunk);
        });
    });

Call Lifecycle

Call Creation
    ↓
[INITIATED] → Establish connection
    ↓
[CONNECTING] → Dial phone number
    ↓
[CONNECTED] → Agent processes audio
    ↓
[ACTIVE] → Ongoing conversation
    ↓
[ENDING] → User hangs up or timeout
    ↓
[COMPLETED] → Call logged & recorded

Making Calls

Simple Outbound Call

from Service.CallService import CallService
from models.models import OutboundCallRequest

call_service = CallService()

call_request = OutboundCallRequest(
    agent_id="agent-123",
    to_phone="+1234567890",
    from_phone="+0987654321"
)

call = await call_service.initiate_call(call_request)
print(f"Call initiated: {call.id}")

Call with Context Data

call_request = OutboundCallRequest(
    agent_id="agent-123",
    to_phone="+1234567890",
    from_phone="+0987654321",
    customer_context={
        "customer_id": "cust-123",
        "customer_name": "John Doe",
        "order_id": "ORD-456",
        "reason": "Order status inquiry",
    },
    metadata={
        "campaign_id": "camp-789",
        "priority": "high",
    }
)

call = await call_service.initiate_call(call_request)

Scheduled Calls

from scheduler.scheduler import ScheduledCallService

scheduler = ScheduledCallService()

# Schedule a single call
await scheduler.schedule_call(
    agent_id="agent-123",
    phone_number="+1234567890",
    scheduled_time="2024-01-20 14:30:00",
    timezone="America/New_York"
)

# Schedule recurring calls
await scheduler.schedule_recurring_call(
    agent_id="agent-123",
    phone_number="+1234567890",
    cron_expression="0 9 * * MON",  # Every Monday at 9 AM
    timezone="America/New_York"
)

Receiving Calls

Webhook Configuration

Configure your Twilio/Plivo webhook to point to:

https://yourdomain.com/webhook/twilio/incoming

TwiML Response

from twilio.twiml.voice_response import VoiceResponse, Stream, Say

def generate_twiml(agent_id: str) -> str:
    response = VoiceResponse()
    
    # Play greeting
    response.say("Thank you for calling. Please wait while we connect you.")
    
    # Start stream to AI agent
    stream = response.stream(
        url=f"wss://yourdomain.com/ws/stream/{agent_id}"
    )
    
    return str(response)

Incoming Call Handler

@app.post("/webhook/twilio/incoming")
async def handle_incoming_call(request: Request):
    data = await request.form()
    
    from_phone = data.get("From")
    to_phone = data.get("To")
    call_sid = data.get("CallSid")
    
    # Route to appropriate agent
    agent_id = await route_to_agent(to_phone)
    
    # Generate TwiML response
    twiml = generate_twiml(agent_id)
    
    # Log incoming call
    await log_call({
        "direction": "inbound",
        "from": from_phone,
        "to": to_phone,
        "twilio_sid": call_sid,
        "agent_id": agent_id,
    })
    
    return Response(content=twiml, media_type="application/xml")

Audio Streaming

WebSocket Streaming Handler

@app.websocket("/ws/stream/{agent_id}")
async def websocket_endpoint(websocket: WebSocket, agent_id: str):
    await websocket.accept()
    
    # Start audio stream processing
    call_id = str(uuid.uuid4())
    
    try:
        while True:
            # Receive audio chunk from Twilio
            data = await websocket.receive_bytes()
            
            # Process with AI agent
            response = await agent_service.process_audio(
                agent_id=agent_id,
                audio_chunk=data,
                call_id=call_id
            )
            
            # Send response back
            await websocket.send_bytes(response)
            
    except WebSocketDisconnect:
        # Call ended
        await call_service.end_call(call_id)
    except Exception as e:
        logger.error(f"Stream error: {e}")
        await websocket.close(code=1011)

Audio Processing

from utils.audio_processing import AudioProcessor

processor = AudioProcessor(
    sample_rate=16000,
    channels=1,
    format="pcm"
)

# Encode/decode audio
audio_bytes = processor.encode(raw_audio)
raw_audio = processor.decode(audio_bytes)

# Add silence detection
has_speech = processor.detect_speech(audio_chunk)

Call Monitoring

Real-time Call Status

# Get call status
curl -X GET https://py.callai.rejoicehub.com/api/calls/{call_id} \
  -H "Authorization: Bearer YOUR_TOKEN"

Response:

{
  "call_id": "call-456",
  "agent_id": "agent-123",
  "status": "active",
  "duration": 45,
  "transcript": "Agent: Hello... Customer: Hi...",
  "recording_url": "https://storage.../call-456.wav",
  "metrics": {
    "transcription_latency_ms": 150,
    "response_latency_ms": 250,
    "audio_quality": 0.92
  }
}

Call Metrics

Track important metrics:

call_metrics = {
    "call_id": call_id,
    "duration": 180,  # seconds
    "speaker_changes": 5,
    "ai_response_time": 250,  # ms
    "audio_quality": 0.95,  # 0-1
    "customer_sentiment": "positive",
    "resolution_achieved": True,
}

await call_service.log_metrics(call_metrics)

Call Recording

Enable Recording

call_request = OutboundCallRequest(
    agent_id="agent-123",
    to_phone="+1234567890",
    from_phone="+0987654321",
    record_call=True,
    record_storage="s3",  # or "local"
)

call = await call_service.initiate_call(call_request)

Recording Retrieval

# Get recording URL
curl -X GET https://py.callai.rejoicehub.com/api/calls/{call_id}/recording \
  -H "Authorization: Bearer YOUR_TOKEN"

Response:

{
  "call_id": "call-456",
  "recording_url": "https://storage.s3.amazonaws.com/calls/call-456.wav",
  "duration": 180,
  "size_bytes": 5242880,
  "format": "wav",
  "created_at": "2024-01-15T10:35:00Z"
}

Call Transcription

Automatic Transcription

call_request = OutboundCallRequest(
    agent_id="agent-123",
    to_phone="+1234567890",
    from_phone="+0987654321",
    enable_transcription=True,
    transcription_provider="deepgram",  # or "google"
)

call = await call_service.initiate_call(call_request)

Get Transcript

curl -X GET https://py.callai.rejoicehub.com/api/calls/{call_id}/transcript \
  -H "Authorization: Bearer YOUR_TOKEN"

Response:

{
  "call_id": "call-456",
  "transcript": [
    {
      "speaker": "agent",
      "text": "Thank you for calling, how can I help?",
      "timestamp": "0:00:00",
      "confidence": 0.99
    },
    {
      "speaker": "customer",
      "text": "Hi, I'd like to check my order status",
      "timestamp": "0:00:03",
      "confidence": 0.97
    }
  ]
}

Call Routing

Intelligent Routing

from Service.PhoneService import PhoneService

phone_service = PhoneService()

# Route based on DID
async def route_to_agent(called_number: str) -> str:
    # Get agent for this DID
    agent = await phone_service.get_agent_for_number(called_number)
    
    if agent:
        # Check if available
        if agent.is_available():
            return agent.id
        
        # Queue or route to backup
        return await route_to_backup_agent()
    
    return await route_to_default_agent()

Custom Routing Logic

async def custom_route(call_data: dict) -> str:
    from_phone = call_data["from_phone"]
    to_phone = call_data["to_phone"]
    
    # Route VIP customers to premium agent
    if is_vip_customer(from_phone):
        return "agent-vip"
    
    # Route based on time of day
    hour = datetime.now().hour
    if hour < 9:
        return "agent-night-support"
    
    # Load balance
    return await get_least_busy_agent()

Ending Calls

Disconnect Call

curl -X POST https://py.callai.rejoicehub.com/api/calls/{call_id}/disconnect \
  -H "Authorization: Bearer YOUR_TOKEN"

Timeout Configuration

call_request = OutboundCallRequest(
    agent_id="agent-123",
    to_phone="+1234567890",
    from_phone="+0987654321",
    timeout_seconds=600,  # 10 minutes
    silence_timeout_seconds=30,  # 30 seconds of silence
)

Call Cleanup

async def end_call(call_id: str):
    # Close WebSocket connections
    await websocket_manager.disconnect(call_id)
    
    # Stop recording
    await recording_service.stop_recording(call_id)
    
    # Process transcription
    await transcription_service.process(call_id)
    
    # Log final metrics
    await metrics_service.log_call_end(call_id)
    
    # Update call record
    await call_service.mark_completed(call_id)

Error Handling

Common Errors

# Invalid phone number
try:
    validate_phone_number("+1234567890")
except InvalidPhoneNumber:
    return {"error": "Invalid phone number format"}

# Agent not found
try:
    agent = await agent_service.get_agent(agent_id)
except AgentNotFound:
    return {"error": "Agent does not exist"}

# Call connection failed
try:
    await call_service.initiate_call(call_request)
except CallConnectionError as e:
    logger.error(f"Failed to connect call: {e}")
    # Retry or escalate

Retry Logic

from tenacity import retry, stop_after_attempt, wait_exponential

@retry(
    stop=stop_after_attempt(3),
    wait=wait_exponential(multiplier=1, min=2, max=10)
)
async def initiate_call_with_retry(call_request):
    return await call_service.initiate_call(call_request)

Performance Optimization

Connection Pooling

# Reuse Twilio client
twilio_client = Client(
    account_sid,
    auth_token,
    http_client=requests.Session()
)

Streaming Optimization

Use appropriate sample rate (8000 Hz for phone, 16000 Hz for clarity)
Implement audio buffering
Compress audio frames
Minimize latency with CDN

Parallel Call Processing

import asyncio

async def process_multiple_calls(call_requests: list):
    tasks = [
        call_service.initiate_call(req)
        for req in call_requests
    ]
    
    results = await asyncio.gather(*tasks)
    return results

Next Steps

Batch Calls

Process multiple calls efficiently.

Scheduled Calls

Schedule calls for later execution.

API Reference

Complete API documentation.

​Call Types

​Outbound Calls

​Incoming Calls

​WebSocket Streaming

​Call Lifecycle

​Making Calls

​Simple Outbound Call

​Call with Context Data

​Scheduled Calls

​Receiving Calls

​Webhook Configuration

​TwiML Response

​Incoming Call Handler

​Audio Streaming

​WebSocket Streaming Handler

​Audio Processing

​Call Monitoring

​Real-time Call Status

​Call Metrics

​Call Recording

​Enable Recording

​Recording Retrieval

​Call Transcription

​Automatic Transcription

​Get Transcript

​Call Routing

​Intelligent Routing

​Custom Routing Logic

​Ending Calls

​Disconnect Call

​Timeout Configuration

​Call Cleanup

​Error Handling

​Common Errors

​Retry Logic

​Performance Optimization

​Connection Pooling

​Streaming Optimization

​Parallel Call Processing

​Next Steps

Batch Calls

Scheduled Calls

API Reference

Call Types

Outbound Calls

Incoming Calls

WebSocket Streaming

Call Lifecycle

Making Calls

Simple Outbound Call

Call with Context Data

Scheduled Calls

Receiving Calls

Webhook Configuration

TwiML Response

Incoming Call Handler

Audio Streaming

WebSocket Streaming Handler

Audio Processing

Call Monitoring

Real-time Call Status

Call Metrics

Call Recording

Enable Recording

Recording Retrieval

Call Transcription

Automatic Transcription

Get Transcript

Call Routing

Intelligent Routing

Custom Routing Logic

Ending Calls

Disconnect Call

Timeout Configuration

Call Cleanup

Error Handling

Common Errors

Retry Logic

Performance Optimization

Connection Pooling

Streaming Optimization

Parallel Call Processing

Next Steps