CONTACT VOICE RUNTIME

The voice engine behind every live call in Contact

The Contact voice runtime runs the live phone call: IVR, prompts, retries, transfers, queue entry and call control. Agents designed the service in Architect. Recognition comes from Camlin Speech or your choice of cloud engine, with 16 entity types for structured capture.
Multiple speech engines
Camlin Speech or cloud engines per journey
16 entity types
Dates, accounts, names, addresses
8 recognition modes
Per-journey configuration
Open SIP
Twilio, carrier trunks, direct SIP
See Camlin Contact

Where the voice runtime sits

Inside Contact, not separate from it

1. Contact owns the service flow
Calls enter Camlin Contact, which owns queues, routing, supervisors and live operations.
2. The voice runtime handles the phone side
The Contact voice runtime handles IVR, prompts, retries, transfers, call control and queue transitions.
3. Platform services stay connected
Speech, Avatar, Insight and VoiceID step in when the journey needs recognition, a screen, diagnostics or stronger trust.
“How does Camlin Contact handle a phone call, from the SIP trunk to the recorded outcome?”
CALL LIFECYCLE

What happens when a call arrives

Follow a call from SIP arrival through IVR, speech capture, the screen and the recorded outcome. Each step hands to a different part of the platform.

Call arrives via SIP

The call enters Contact on open SIP (Twilio or carrier trunks), hits the queue and is routed by the Blueprint authored in Architect.

Contact owns queues, routing and supervisors. The voice runtime takes the phone side from here: IVR, prompts and live call control.

Powered by Camlin Speech

AU-tuned recognition, per-tenant custom lexicons, sovereign hosting

The runtime listens and speaks through Camlin Speech, our first-party Australian-English STT and TTS engine. It recognises Centrelink CRN, rego renewal, NBN FTTP, BPay reference and AU place names out of the box; teach it your own product, suburb and street lists for the rest. Hosted in Sydney or on-prem, with no per-minute STT bill.

Camlin Speech →Hear the difference
DESIGNED IN ARCHITECT

Every call runs a service designed by agents

The prompts, capture rules, decision branches and handoff points the runtime plays were authored by agents in Architect. Update the Blueprint and the runtime picks up the change. No IVR rebuild.
Prompts and speech

Agents draft what the caller hears, how input is captured and what happens on each response.

Decision branches

Routing, retries, escalation and handoff rules live in the Interaction, not hard-coded into the runtime.

Updates without rebuild

When the Blueprint changes, the runtime runs the new version. No IVR rebuild, no separate deployment.

See how Architect designs the service

The Camlin Connect family

Explore the platform

Architect designs it, Speech hears it, Avatar shows it, Contact runs it, VoiceID verifies the caller and Insight proves it. Companion, Create and Team bring the same avatars to your website, your ideas and your meetings.

See Camlin ConnectSaaS or your own infrastructure
HEAR IT LIVE

Hear a live call through Contact

Walk through a live call inside Contact: IVR, speech capture, the avatar on screen and the recorded outcome.
See Camlin Contact