Call flow ladder

One inbound voice contact, from the PSTN to after-contact work.

  1. Caller Dials a claimed or ported number.
  2. Carrier Hands the call to Connect telephony. This is not a CUCM SIP trunk you administer.
  3. Inbound flow Plays prompts, calls Lex, calls Lambda, sets attributes.
  4. Queue Customer queue flow runs while the contact waits.
  5. Routing The profile with the best priority and a satisfied delay receives the offer.
  6. Whisper One side hears audio before the join. E911 copies CivicAddress here when the dialed string is 911 or 933.
  7. CCP WebRTC media. TCP 443 and UDP 3478.
  8. After contact ACW, recording object, CTR, conversational analytics.

Source: Flow types

Sources and go deeper