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INDUSTRY INSIGHTS & NEWS

Expert analysis, trends, and thought leadership in telecommunications and enterprise communications

Seamless Human Handover: How to Escalate from AI Voice Agents to People Without Losing Context

AI & Voice Technology Conversational AI Call Centers Call Routing

Seamless Human Handover: How to Escalate from AI Voice Agents to People Without Losing Context

Seamless Human Handover in AI Voice: Triggers, Routing, and Context Transfer—From Low‑Confidence and High‑Risk Escalations to Warm/Cold Transfers, Callbacks, and Screen Pops—While Preserving Privacy, Compliance, and CSAT with SLAs and Outcomes

August 12, 2025 3 min read

Aivis Olsteins

Queues and Capacity Calculations in Telecom Systems

Reference Telecom Operations Call Routing Call Centers

Queues and Capacity Calculations in Telecom Systems

How to know how many agents are necessary for a contact center serving given number of calls per time frame?

February 8, 2019 2 min read

Aivis Olsteins

Caller ID Based Voice Call Routing and Charging

SIP Telecom Call Routing Guide

Caller ID Based Voice Call Routing and Charging

Many operators now charge calls differently based on caller ID. Here is how to set it up in practice.

October 19, 2018 1 min read

Aivis Olsteins

Voice Routing Quick Start Guide

VoIP SIP Routing Telecom LCR Call Routing Howto

Voice Routing Quick Start Guide

See a new resource in our docementation page: Voice Routing Quick Start Guide

October 11, 2018 2 min read

Aivis Olsteins

VoIP routing part: 4. Least cost routing and beyond

VoIP SIP Telecom Call Routing Howto

VoIP routing part: 4. Least cost routing and beyond

LCR, Quality and priority based routing models may not be enough to build an advanced routing system for VoIP.

May 8, 2018 3 min read

Aivis Olsteins

VoIP Routing Part 3: Quality Based Routing

SIP Routing Telecom Call Routing

VoIP Routing Part 3: Quality Based Routing

Another important Routing method based on quality characteristics of the Route

April 27, 2018 4 min read

Aivis Olsteins

VoIP Routing Part 2: Priority based Routing

Tutorial VoIP SIP Routing Telecom Whitepaper LCR Call Routing

VoIP Routing Part 2: Priority based Routing

Continuing discussion on inner workings of routing mechanisms in VoIP, let's discuss Priority based routing

April 19, 2018 3 min read

Aivis Olsteins

Least Cost Routing explained

Tutorial VoIP SIP Reference LCR Call Routing

Least Cost Routing explained

Least Cost Routing or LCR is integral part of any Telecoms system, including VoIP and SMS. Here is how it works.

April 18, 2018 3 min read

Aivis Olsteins

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The Commitment Economy: Why Voice AI Bookings Must Be Integrated, Not Just Conversational

Featured Article

The Commitment Economy: Why Voice AI Bookings Must Be Integrated, Not Just Conversational

AI can promise a booking, but what about the broken promise? Learn why systemic integration, Accuracy Rate, and System Sync define the real test of Voice AI reliability

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