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Standard Operating Procedure (SOP) for VOICE Streaming

✅ Prerequisites

Before you proceed, ensure:

  • You have enabled access to Channels Hub on the account.
  • Customer has provided:
    • Bot Name
    • Bot Description (optional but recommended)
    • wss URL of their VOICE Bot for Bi-directional streaming

🧩 Step-by-Step Configuration

1️⃣ Set Up the VOICE Bot (Common for Inbound & Outbound)

This is the first step required for both incoming and outgoing calls.

Steps:

  1. Navigate to Channels Hub → VOICE Bot
  2. Click on "Add VOICE Bot"
  3. Fill in the configuration details:
    • Bot Name (e.g., "ABC Conversational Bot")
    • Description (Optional)
    • wss URL provided by the customer (this is where Acefone will stream audio to and receive audio from)
  4. Save the bot.
  5. The bot will now be visible in the list and available for configuration in call flows.

2️⃣ Configuration for Inbound VOICE Streaming

This setup enables streaming on incoming calls received on customer’s DIDs.

Steps:

  1. Go to My Numbers
  2. Locate the customer’s DID (Phone Number)
  3. Click on "Configure Destination"
  4. From the destination options, select the VOICE Bot configured in Step 1
  5. Save the configuration

✔️ Result: Any incoming call on this DID will now trigger VOICE Streaming to the linked VOICE Bot.

3️⃣ Configuration for Outbound VOICE Streaming (Click to Call)

This setup enables streaming on outgoing calls triggered via the Click to Call Support API.

Steps:

  1. Navigate to API Connect → Click to Call Support API
  2. Click on "Generate New API Key"
  3. Provide the necessary details.
  4. In the Destinations configuration, select the VOICE Bot configured in Step 1
  5. Save the token.

✔️ Result: All outgoing calls triggered via this API key will initiate VOICE Streaming to the configured VOICE Bot.

📝 Note: If the customer wants faster API responses, guide them to use the optional async=1 parameter in the API call. While this omits the call_id in the immediate response, they can pass up to 3 custom fields to track the call via webhooks and VOICE Streaming start event.

💡 Post-Setup Tips

  • Validation: After setup, ask the customer to initiate test calls (inbound and/or outbound) to validate that the bot receives and responds to audio.
  • Monitoring: Check the Call Logs for CDRs and VOICE Streaming entries to confirm correct routing.
  • Troubleshooting: If VOICE Streaming doesn't trigger:
    • Check that the correct VOICE Bot is mapped.
    • Confirm the bot’s wss URL is correct.
    • If issue persists, connect with the VOICE Cohort.

📌 Notes

  • VOICE Streaming currently supports:
    • Inbound Calls via UIX
    • Outgoing Calls via Click to Call Support API
  • Broadcast/Outreach Campaigns are not yet supported (planned for future)

Updated 2 days ago