Outbound & Inbound Call Architecture

As we describe the detailed process of connecting the Agent and Client Legs for both outbound and inbound calls, you will see some new terms. Familiarize yourself with the following terminology before proceeding.

Term Definition
Carrier(s) A phone carrier is the entity that builds out and supports the vast infrastructure needed to transfer and connect our calls. It is different than a Service Provider, but both are essential for making calls. Think of carriers like the railroad system with tracks spanning the country, and Amtrak is the service provider that sells you a ticket and runs the train.
PBX – Private Branch Exchange A private telephone network used within an organization. (Example Cisco PBX.) Can be in-house/on premise or remote/hosted.
PSTN – Public Switch Telephone Network World’s collection of interconnected public telephone networks.
SBC – Session Border Controller A device regularly deployed in VoIP networks to exert control over the signaling and usually also the media streams involved in setting up, conducting, and tearing down telephone calls or other interactive media communications.

Outbound Architecture

Inbound Call Architecture