Voice-to-messaging architecture

The Voice-to-Messaging solution combines an enterprise VHT Callback system and a VHT Messaging cloud instance to transition from phone calls to messaging conversations.

architecture diagram

Enterprise VHT Callback

Voice-to-Messaging conversations begin in enterprise VHT Callback. Enterprise Callback is made up of Core and Management components, as well as VoiceXML Interaction Server (VIS). These components work together to offer callers a choice in the voice menu to transition their conversation to messaging.

VoiceXML Interaction Server (VIS)

VoiceXML Interaction Server presents menu options to callers in the IVR, including the option to request a message. This component also obtains the caller's phone number and validates it prior to packaging a request for the messaging API.

When ready, VIS informs a caller that a message will be sent, then sends a request to the VHT Messaging platform via the messaging API. It then informs Queue Manager, part of the enterprise Callback solution, of the result.

VHT Messaging platform

The messaging platform receives requests for new messaging conversations via the messaging API. The platform uses the handle, tags, phone number, and offer message from an API request to create a new interaction, send the first message to the customer, and place a new conversation in the appropriate team Lobby.