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

# What FireTone is

> The model the whole product is built on, in one page.

FireTone is a cloud phone system for more than one organisation at once. One
installation carries many tenants; a tenant never sees another's numbers,
recordings, contacts or costs.

## Inbound is a process

A **process** is one named service you offer on the phone: "Sales", "Support",
"the 1300 number". It owns four things.

<Steps>
  <Step title="Its numbers">
    The DIDs that reach it. A number points at a process; the process decides
    what happens next.
  </Step>

  <Step title="Its opening hours">
    Read in a timezone you choose. No hours means always open — a process with
    none is not closed, it is unrestricted.
  </Step>

  <Step title="Its workflow">
    The graph that answers: a greeting, a menu, a time check, a virtual agent, a
    destination.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Outbound is a campaign

A **campaign** is orchestrated outbound calling, and there are two kinds because
they are two different jobs.

<CardGroup cols={2}>
  <Card title="Voice broadcasting" icon="megaphone" href="/tenant/outbound/voice-broadcasting">
    Plays a message to whoever answers. No agent is involved, so nobody is ever
    left holding.
  </Card>

  <Card title="Automatic dialler" icon="phone" href="/tenant/outbound/automatic-dialer">
    Calls a list and connects whoever answers to a free agent. Paces itself
    against how many agents are actually free.
  </Card>
</CardGroup>

**Dialling a number by hand is neither.** It is ad-hoc, it belongs to one agent,
and it lives on their desk rather than in either menu. That is a deliberate line:
a campaign is something an organisation runs, not something a person does.

## 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.

| You see        | It means                                |
| -------------- | --------------------------------------- |
| A money figure | That is the amount                      |
| *Withheld*     | You are not permitted to see it         |
| `—`            | There is no value — not a value of zero |
| **0**          | Genuinely zero                          |

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.