voice vocab Flashcards
(24 cards)
non technical: twilio programmable voice API
using a rest API to quickly make and receive voice calls in your application
what is a SID?
system identification number = a number’s unique identifier which is associated to a cellular network
what is jitter?
caused by cache sizes and network congestion and it’s when packets of information to recipient differ in arrival time (bad quality)
what is jitter buffer?
queueing and organizing of incoming packets of data on the receiver side to improve latency and quality
what is SIP Trunking?
sending packets of data over the internet
VOIP - is the same but refers to only voice, where SIP trunking includes all forms of information
what is Voice Insights?
platform that helps you see, track and troubleshoot call performance
what is a Mean Opinion Score?
a score or ranking of voice and video quality computed by algorithms (3.5 is unacceptable out of 5)
what is packet loss?
when packets of data fail to reach their destination
what is autopilot?
AI platform that automates conversations using natural language and machine learning ( chatbots, IVRs and alexa skills)
what is important to know about phone number formatting?
should be formatted with a + and country code e.g., +16175551212.
Twilio will also accept unformatted US numbers like (415) 555-1212, 415-555-1212
what is a FriendlyName?
associating a human name to the number (AKA caller ID with maximum length 64 characters)
What is a CallDelay?
The number of seconds to delay a call, between 0 and 60. Defaults to 0.
what is a CallSid?
the unique ID of the call
what is masked numbers?
a twilio number called a “proxy” that hides your phone and captures analytics
inbound - person calls twilio number which routes to you
outbound - you call into twilio number which then routes all to recipient
why is SIP trunking used or sometimes suggested?
to increase reliability when there is a cache size issue or network congestions
what are the benefits of SIP trunking?
works globally, pay as you go pricing model so you don’t waste money
what is masked calling?
also known as “Proxy” is when a random number is assigned to a person and once the call/sms session is over the number is recycled.
Example: lyft and Uber drivers are connected with the right users
what is single channel recording?
when the mixed recording of both voices is stored as the final recording which increases transcription errors
what is dual channel recording?
used 2 channels to record each speaker separately which increases transcription quality
non technical - what is twilio?
twilio offers functionality for 3rd party software applications that need different ways to communicate with customers
ex: sms, email, chat, voice
technical - what is twilio?
a cloud based solution that provides 3rd party applications Omni channel communication functionality
what is Sentiment Analysis?
opinion mining: a way to determine positive, negative, or neutral emotions over communications using algorithms
why: to gauge customer experience at scale
why use your own phone numbers with twilio?
to have access to programmability using you existing
what is lookup?
add on functionality that allows you to get additional information from a call or sms such as called ID, the carrier, landline or mobile, spam score, demographics, etc.
