> ## Documentation Index
> Fetch the complete documentation index at: https://docs.freyavoice.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbound Calls

> Handling, optimizing, and managing inbound call processing in Freyavoice AI

## Inbound Call Processing

Inbound calls are calls that customers or users initiate to your phone numbers. These are typically support calls, sales inquiries, appointment requests, or other customer-initiated interactions.

## Inbound Call Flow

### Call Reception

**Number Identification**: When a call arrives, Freyavoice AI identifies which phone number received it.

**Number Resolution**: The system looks up the configuration for that number to determine routing.

**Session Creation**: A new call session is created with a unique call ID for tracking.

**Context Loading**: Any relevant context (customer data, previous interactions) is loaded.

### Routing

**Agent Routing**: If configured with an agent, the call is routed directly to that agent.

**Workflow Routing**: If configured with a workflow, the workflow engine processes the call.

**Conditional Routing**: Workflows can route based on conditions like time of day, caller ID, or other factors.

**Fallback Routing**: If primary routing fails, fallback paths are used.

### Processing

**Agent Activation**: The agent loads its configuration, system prompt, and functions.

**Conversation Start**: The agent greets the caller and begins the conversation.

**Real-Time Processing**: The agent processes each turn of conversation in real-time.

**Function Execution**: Functions are called as needed to fetch data or perform actions.

**Context Management**: Conversation context is maintained throughout the call.

### Completion

**Call End**: The call ends when either party hangs up or the conversation completes.

**Data Storage**: Call data, transcript, and metadata are stored.

**Webhooks**: Webhook events are sent for call completion.

**Analytics**: Call data is processed for analytics and reporting.

## Optimizing Inbound Calls

### Response Time

**Fast Connection**: Minimize time between call arrival and agent response.

**Quick Greeting**: Agents should greet callers quickly to avoid silence.

**Efficient Processing**: Optimize agent prompts and functions for speed.

**Reduced Latency**: Monitor and optimize latency throughout the call flow.

### Call Quality

**Audio Optimization**: Ensure high-quality audio for clear communication.

**Network Quality**: Monitor network conditions and optimize for quality.

**Codec Selection**: Use appropriate codecs for best quality and efficiency.

**Echo Handling**: Proper echo cancellation for better call experience.

### User Experience

**Clear Communication**: Ensure agents speak clearly and are easy to understand.

**Helpful Responses**: Agents should provide helpful, accurate responses.

**Efficient Resolution**: Resolve caller needs quickly and effectively.

**Professional Service**: Maintain professional tone and service quality.

## Inbound Call Scenarios

### Customer Support

**Issue Resolution**: Help customers resolve problems or answer questions.

**Product Information**: Provide information about products or services.

**Account Management**: Help with account-related inquiries.

**Technical Support**: Provide technical assistance and troubleshooting.

### Sales Inquiries

**Product Information**: Answer questions about products or services.

**Pricing**: Provide pricing information and quotes.

**Lead Qualification**: Qualify leads and gather information.

**Appointment Scheduling**: Schedule sales meetings or demos.

### Appointment Management

**Scheduling**: Help customers schedule appointments.

**Reminders**: Send appointment reminders (if integrated).

**Rescheduling**: Allow customers to reschedule appointments.

**Cancellations**: Handle appointment cancellations.

### Information Services

**Hours and Location**: Provide business hours and location information.

**General Information**: Answer general questions about your business.

**Directory Services**: Help callers find specific information or departments.

## Best Practices

### Preparation

**Test Before Launch**: Always test inbound call handling before going live.

**Monitor First Calls**: Closely monitor the first real calls to catch issues.

**Have Fallbacks**: Plan fallback strategies for when things go wrong.

**Document Processes**: Document your inbound call handling processes.

### Optimization

**Analyze Performance**: Regularly analyze call performance and identify improvements.

**Iterate on Prompts**: Continuously improve agent prompts based on real conversations.

**Optimize Routing**: Refine routing logic based on call patterns and outcomes.

**Improve Functions**: Optimize functions for speed and reliability.

### Monitoring

**Track Metrics**: Monitor key metrics like call volume, duration, and success rates.

**Review Transcripts**: Regularly review call transcripts to identify issues.

**User Feedback**: Collect and act on user feedback about call experiences.

**Error Tracking**: Monitor and address errors promptly.

## Troubleshooting

### Common Issues

**Calls Not Connecting**: Check number configuration, provider connection, and routing setup.

**Poor Audio Quality**: Verify network connectivity, codec settings, and provider quality.

**Agent Not Responding**: Check agent configuration, system prompt, and model settings.

**Slow Response Times**: Optimize prompts, reduce function call times, and check system load.

### Debugging

**Call Logs**: Review call logs to identify issues and patterns.

**Provider Logs**: Check provider-side logs for telephony issues.

**Agent Logs**: Review agent execution logs for processing issues.

**Network Diagnostics**: Check network connectivity and quality.

## Provider Setup Guides

Once you've added a phone number to Freya and assigned an inbound agent, you need to configure your telephony provider to forward calls to Freya's SIP endpoint. The steps vary by provider — follow the guide for yours below.

### Twilio

Twilio is the most common provider used with Freya. Setup takes under a minute:

1. Log in to the [Twilio Console](https://console.twilio.com) and navigate to **Phone Numbers** > **Manage** > **Active Numbers**
2. Click the phone number you want to connect to Freya
3. Scroll down to the **Voice Configuration** section
4. Under **"A call comes in"**, set the dropdown to **Webhook** and paste the following URL:

```
https://agents-eu1.freyavoice.ai/telephony/inbound/webhook
```

5. Make sure the method is set to **HTTP POST**
6. Click **Save configuration**

<Frame caption="Twilio Voice Configuration — paste the Freya webhook URL in the 'A call comes in' field and set the method to HTTP POST.">
  <img src="https://mintcdn.com/freyainc/1xlKpr0BC09jecsK/images/twilio_voice_config.png?fit=max&auto=format&n=1xlKpr0BC09jecsK&q=85&s=6aeb44d0d16348e44e8016714534eda6" alt="Twilio Voice Configuration showing the Freya inbound webhook URL" width="1550" height="579" data-path="images/twilio_voice_config.png" />
</Frame>

That's it. Every call to this Twilio number will now be forwarded to Freya, which routes it to the inbound agent you've configured on the [Phone Numbers](/guides/fundamentals/phone-numbers) page.

## Next Steps

<Card title="Outbound Calls" icon="phone-outgoing" href="/guides/telephony/outbound-calls">
  Learn how to initiate and manage outbound calling operations.
</Card>