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

# Inbound Calls

> Handle incoming voice calls with AI agents

# Inbound Calls

The Inbound Calls node enables you to handle incoming calls using AI voice agents.

## Overview

This node allows you to:

* Handle incoming calls
* Route calls to agents
* Process IVR menus
* Manage call queues
* Track call metrics

## Configuration

| Parameter        | Type   | Description                         |
| ---------------- | ------ | ----------------------------------- |
| Phone Number     | String | Inbound phone number                |
| Agent Assignment | Object | Agent routing rules                 |
| IVR Config       | Object | Interactive Voice Response settings |
| Queue Settings   | Object | Call queue configuration            |
| Business Hours   | Object | Operating hours settings            |

## Example Usage

### Basic Inbound Setup

```json theme={null}
{
  "phone_number": "+1234567890",
  "agent_assignment": {
    "type": "round_robin",
    "agents": ["agent_123", "agent_456"]
  },
  "recording": true
}
```

### Advanced Inbound Configuration

```json theme={null}
{
  "phone_number": "+1234567890",
  "agent_assignment": {
    "type": "skill_based",
    "rules": [
      {
        "skill": "sales",
        "agents": ["agent_123", "agent_456"],
        "priority": 1
      },
      {
        "skill": "support",
        "agents": ["agent_789", "agent_012"],
        "priority": 2
      }
    ]
  },
  "ivr_config": {
    "greeting": "Welcome to our service",
    "menu": [
      {
        "option": "1",
        "text": "For sales, press 1",
        "action": "route_to_sales"
      },
      {
        "option": "2",
        "text": "For support, press 2",
        "action": "route_to_support"
      }
    ]
  },
  "queue_settings": {
    "max_size": 10,
    "max_wait_time": 300,
    "music_on_hold": true,
    "announcements": {
      "interval": 60,
      "text": "Thank you for waiting. Your call is important to us."
    }
  },
  "business_hours": {
    "timezone": "America/New_York",
    "schedule": {
      "monday": ["09:00-17:00"],
      "tuesday": ["09:00-17:00"],
      "wednesday": ["09:00-17:00"],
      "thursday": ["09:00-17:00"],
      "friday": ["09:00-17:00"]
    },
    "holidays": ["2024-12-25", "2024-01-01"]
  }
}
```

## Call Routing

### Routing Strategies

```json theme={null}
{
  "routing_strategies": {
    "round_robin": {
      "enabled": true,
      "reset_interval": "daily"
    },
    "skill_based": {
      "enabled": true,
      "skills": ["sales", "support", "billing"]
    },
    "load_balanced": {
      "enabled": true,
      "max_concurrent_calls": 5
    }
  }
}
```

## Queue Management

### Queue Configuration

```json theme={null}
{
  "queue": {
    "priority_levels": {
      "high": {
        "max_wait_time": 120,
        "callback_offered": true
      },
      "normal": {
        "max_wait_time": 300,
        "callback_offered": true
      },
      "low": {
        "max_wait_time": 600,
        "callback_offered": true
      }
    },
    "overflow_handling": {
      "max_queue_size": 20,
      "action": "offer_callback"
    }
  }
}
```

## Business Hours

### Schedule Configuration

```json theme={null}
{
  "business_hours": {
    "timezone": "UTC",
    "schedules": [
      {
        "name": "weekday",
        "hours": ["09:00-17:00"],
        "days": ["monday", "tuesday", "wednesday", "thursday", "friday"]
      },
      {
        "name": "weekend",
        "hours": ["10:00-14:00"],
        "days": ["saturday"]
      }
    ],
    "after_hours": {
      "voicemail": true,
      "message": "We are currently closed. Please leave a message."
    }
  }
}
```

## Error Handling

Common error scenarios:

* Queue full
* No agents available
* Invalid routing rules
* Business hours violation
* System overload