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VoicEra covers two shapes of work: answering calls that come to you, and placing calls to a list. Everything below is a variation on one of those.

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Inbound helpline

A public number that answers immediately, in the caller’s language, at any hour. Typical of: citizen services, grievance intake, health and benefits information lines. Callers reach an agent that answers on the first ring and never queues. Every call is transcribed and recorded, so escalations have a record.

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Outbound campaign

Dial a list of numbers, hold the same short conversation with each, and record what happened. Typical of: appointment and payment reminders, enrolment drives, surveys, follow-ups after a service visit. The orchestrator paces the run, retries the numbers worth retrying, and stops the campaign on its own if the failure rate crosses your threshold — so a misconfigured agent burns a handful of calls, not the whole list.

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IVR replacement

Replace a menu tree with a question. Typical of: any line currently starting “press 1 for…”. Instead of navigating options, the caller says what they want and the agent routes or answers directly. Configuration is the same as an inbound helpline; the difference is in the prompt — describe what the agent can help with rather than enumerating branches.
Callers interrupt menus constantly. Barge-in is on by default, and interruption_min_words tunes how eagerly the agent yields. See Agent configuration.

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Document-grounded support

An agent that answers from your PDFs rather than from what the model happens to know. Typical of: scheme eligibility rules, policy documents, product manuals, admissions criteria. Upload the documents, attach them to the agent, and pick a retrieval mode: context prepends relevant passages to every turn, tool lets the model decide when to look something up. See Knowledge base.

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Multilingual service line

One number, several languages. Set the agent’s primary language and list the secondary ones, then choose providers whose models cover them. The provider catalog reports supported languages per model, so you can check coverage before committing.
An agent declares its languages, but VoicEra does not switch language mid-call. Choose a provider whose model handles the languages you expect, or run separate numbers per language.

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Data-sensitive deployment

Everything above, with nothing leaving your network. Typical of: government deployments and anyone whose call content cannot go to a third-party API. Run the model server on your own GPUs so speech and language processing stay in-house. Your telephony provider still carries the audio — that is unavoidable for phone calls — but no model vendor sees it. See Self-hosted models.

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Testing and development

Before spending call minutes, use a websocket agent: it talks to a browser instead of a phone, needs no telephony account, and exercises the same pipeline.
Browser sessions are recorded too — the API registers a call_type: web call log when the browser call starts, so you get a transcript and a recording without spending call minutes.

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