Inbound is a process
A process is one named service you offer on the phone: “Sales”, “Support”, “the 1300 number”. It owns four things.1
Its numbers
The DIDs that reach it. A number points at a process; the process decides
what happens next.
2
Its opening hours
Read in a timezone you choose. No hours means always open — a process with
none is not closed, it is unrestricted.
3
Its workflow
The graph that answers: a greeting, a menu, a time check, a virtual agent, a
destination.
4
Its fallback
Where a caller lands when the workflow does not take them — outside hours,
with no workflow, or when the graph runs out. An extension, a queue,
voicemail, or hang up.
Outbound is a campaign
A campaign is orchestrated outbound calling, and there are two kinds because they are two different jobs.Voice broadcasting
Plays a message to whoever answers. No agent is involved, so nobody is ever
left holding.
Automatic dialler
Calls a list and connects whoever answers to a free agent. Paces itself
against how many agents are actually free.
The API is the authority
Every screen in the panel is gated on a named permission the server grants, and the panel keeps no second copy of who may do what. This matters in two ways you will actually notice:- A missing screen means a missing grant, not a bug. Check the role.
- A screen you can see may still refuse an action. The menu hides doors; the API locks them.
Absent is not zero
The single convention most worth internalising before reading any other page.
A campaign’s abandoned count of zero means nobody was abandoned. A cost shown as
withheld does not mean the call was free. The product refuses to write a
zero where it means “unknown”, and so should you when reading it.