CAMLIN VOICE

The voice engine behind every live call in Contact

Voice handles the live phone experience inside Contact — IVR, prompts, retries, transfers, queue entry, and call control. The service it runs was designed by agents in Architect. Speech recognition comes from 5 providers with 16 entity types for structured capture.

5 STT providers

Google, Deepgram, Azure, AWS, Whisper

16 entity types

Dates, accounts, names, addresses

8 recognition modes

Per-journey configuration

Open SIP

Twilio, carrier trunks, direct SIP

See Camlin Contact

Where Voice Sits

Inside Contact, not separate from it

1. Contact owns the service flow

Calls enter Camlin Contact, where queues, routing, supervisors, and live operations are managed.

2. Voice handles the phone experience

Camlin Voice handles IVR, prompts, retries, transfers, call control, and queue transitions on Asterisk + Nuamedia runtime.

3. Platform services stay connected

Speech, Avatar, Insight, and Biometrics extend the journey when it needs recognition, visual continuity, diagnostics, or stronger trust.

CALL LIFECYCLE

What happens when a call arrives

Follow a call from SIP arrival through IVR, speech capture, visual extension, and outcome recording. Each step connects Voice to a different part of the platform.

Call arrives via SIP

The call enters Contact through open SIP (Twilio, carrier trunks), hits the queue, and is routed based on the Blueprint authored in Architect.

Contact owns queues, routing, and supervisors. Voice picks up the phone-side experience from here — IVR, prompts, and live call control.

DESIGNED IN ARCHITECT

Every call runs a service designed by agents

The IVR prompts, speech capture rules, decision branches, and handoff points that Voice runs were authored by agents in Architect. Update the Blueprint and Voice picks up the changes — no IVR rebuild.

Prompts and speech

Agents draft what the caller hears, how input is captured, and what happens on each response.

Decision branches

Routing, retries, escalation, and handoff rules are part of the Interaction, not hard-coded into Voice.

Updates without rebuild

When the Blueprint changes, Voice runs the new version. No IVR rebuild, no separate deployment.

See how Architect designs the service