Caller dials your number
        ↓
Telephony provider (Twilio/RingCentral) receives call
        ↓
Webhook triggers Crew
        ↓
Crew routes to assigned agent
        ↓
Agent answers and begins conversation
        ↓
Conversation follows pathway logic
        ↓
Call ends or transfers

{
  "phone_number": "+14155551234",
  "primary_agent": "agent_sarah",
  "fallback_agent": "agent_marcus",
  "business_hours_agent": "agent_sarah",
  "after_hours_agent": "agent_marcus"
}

{
  "caller_lookup": {
    "enabled": true,
    "sources": ["crm", "appointment_history"],
    "match_fields": ["phone", "mobile"]
  }
}

// Agent can personalize the greeting
"Hi {{caller.firstName}}, thanks for calling back. 
 I see you have an appointment scheduled for tomorrow."

{
  "routing": {
    "business_hours": {
      "agent": "agent_sarah",
      "greeting": "Thank you for calling Acme Medical, how can I help you?"
    },
    "after_hours": {
      "agent": "agent_marcus",
      "greeting": "Thank you for calling after hours. I can help with scheduling or take a message."
    },
    "holidays": {
      "agent": "agent_voicemail",
      "greeting": "We're closed for the holiday. Please leave a message."
    }
  }
}

{
  "queue_settings": {
    "max_wait_time": 60,
    "wait_message": "All agents are currently assisting other callers. Please hold.",
    "overflow_action": "voicemail"
  }
}

{
  "audio_settings": {
    "codec": "opus",
    "sample_rate": 16000,
    "noise_reduction": true,
    "echo_cancellation": true
  }
}

{
  "webhooks": {
    "call.started": "https://yourapp.com/hooks/call-started",
    "call.ended": "https://yourapp.com/hooks/call-ended"
  }
}

{
  "recording": {
    "enabled": true,
    "format": "mp3",
    "retention_days": 90,
    "consent_prompt": "This call may be recorded for quality assurance."
  }
}

{
  "transcription": {
    "enabled": true,
    "language": "en-US",
    "punctuation": true,
    "speaker_labels": true
  }
}

{
  "error_handling": {
    "agent_error": {
      "action": "apologize_and_transfer",
      "message": "I apologize, I'm experiencing a technical issue. Let me connect you with someone who can help.",
      "fallback": "+14155559999"
    }
  }
}