Voice agent
A voice agent is software that participates in a spoken telephone or voice-channel conversation and follows a configured role. In a business deployment, the useful definition includes not only speech generation and recognition but also knowledge, actions, routing, logging and escalation boundaries.
Intent and entity capture
Intent describes what the caller is trying to accomplish. Entity capture describes the structured details needed to continue, such as a date, order number, location or service type. Reliable workflows separate the caller's goal from the data fields required by the next business action.
SIP, PSTN and VoIP
SIP is a signaling protocol commonly used to establish voice sessions. PSTN refers to the traditional public telephone network, while VoIP carries voice using IP networks. Real deployments may connect several of these layers through carriers, trunks, phone numbers and application gateways.
Human escalation
Human escalation is the configured point where an automated call is transferred, queued or handed off because staff judgment is required. A strong deployment defines these conditions explicitly instead of treating escalation as a failure or allowing the agent to improvise beyond its authority.
Webhook and API action
A webhook sends structured event data to another system when something happens. An API action allows software to request or update data in another service. Voice workflows use these patterns to connect conversations with calendars, CRMs, ordering systems, ticketing tools and custom business processes.
Use a repeatable acceptance checklist
Open the workflow acceptance kit and review the implementation checklist. These are scenarios to run, not claimed product test results.