Glossary

Bot-to-Agent Handoff

Also known as: warm transfer, call transfer

Definition

Transferring a live call from the voicebot to a human agent, keeping the caller on the line. Supports warm, cold and whisper transfer.

DID A Direct Inward Dialling number – the phone number customers actually dial to reach your voicebot. Each DID… DLT Distributed Ledger Technology registry – the TRAI-mandated system that records which businesses may send commercial messages and calls… KYC Know Your Customer – the identity verification required before telecom numbers can be activated for a business. Latency The delay between someone speaking and the voicebot responding. VoiceLink targets sub-200ms so conversations feel natural rather than… SIP Trunk What Is a SIP Trunk? A SIP Trunk is a virtual communication connection that uses the Session Initiation… TRAI The Telecom Regulatory Authority of India, which sets the rules for commercial calling, number series and consent in…

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