voice vocab

Question 1

non technical: twilio programmable voice API

Answer 1

using a rest API to quickly make and receive voice calls in your application

Question 2

what is a SID?

Answer 2

system identification number = a number’s unique identifier which is associated to a cellular network

Question 3

what is jitter?

Answer 3

caused by cache sizes and network congestion and it’s when packets of information to recipient differ in arrival time (bad quality)

Question 4

what is jitter buffer?

Answer 4

queueing and organizing of incoming packets of data on the receiver side to improve latency and quality

Question 5

what is SIP Trunking?

Answer 5

sending packets of data over the internet

VOIP - is the same but refers to only voice, where SIP trunking includes all forms of information

Question 6

what is Voice Insights?

Answer 6

platform that helps you see, track and troubleshoot call performance

Question 7

what is a Mean Opinion Score?

Answer 7

a score or ranking of voice and video quality computed by algorithms (3.5 is unacceptable out of 5)

Question 8

what is packet loss?

Answer 8

when packets of data fail to reach their destination

Question 9

what is autopilot?

Answer 9

AI platform that automates conversations using natural language and machine learning ( chatbots, IVRs and alexa skills)

Question 10

what is important to know about phone number formatting?

Answer 10

should be formatted with a + and country code e.g., +16175551212.

Twilio will also accept unformatted US numbers like (415) 555-1212, 415-555-1212

Question 11

what is a FriendlyName?

Answer 11

associating a human name to the number (AKA caller ID with maximum length 64 characters)

Question 12

What is a CallDelay?

Answer 12

The number of seconds to delay a call, between 0 and 60. Defaults to 0.

Question 13

what is a CallSid?

Answer 13

the unique ID of the call

Question 14

what is masked numbers?

Answer 14

a twilio number called a “proxy” that hides your phone and captures analytics

inbound - person calls twilio number which routes to you

outbound - you call into twilio number which then routes all to recipient

Question 15

why is SIP trunking used or sometimes suggested?

Answer 15

to increase reliability when there is a cache size issue or network congestions

Question 16

what are the benefits of SIP trunking?

Answer 16

works globally, pay as you go pricing model so you don’t waste money

Question 17

what is masked calling?

Answer 17

also known as “Proxy” is when a random number is assigned to a person and once the call/sms session is over the number is recycled.

Example: lyft and Uber drivers are connected with the right users

Question 18

what is single channel recording?

Answer 18

when the mixed recording of both voices is stored as the final recording which increases transcription errors

Question 19

what is dual channel recording?

Answer 19

used 2 channels to record each speaker separately which increases transcription quality

Question 20

non technical - what is twilio?

Answer 20

twilio offers functionality for 3rd party software applications that need different ways to communicate with customers

ex: sms, email, chat, voice

Question 21

technical - what is twilio?

Answer 21

a cloud based solution that provides 3rd party applications Omni channel communication functionality

Question 22

what is Sentiment Analysis?

Answer 22

opinion mining: a way to determine positive, negative, or neutral emotions over communications using algorithms

why: to gauge customer experience at scale

Question 23

why use your own phone numbers with twilio?

Answer 23

to have access to programmability using you existing

Question 24

what is lookup?

Answer 24

add on functionality that allows you to get additional information from a call or sms such as called ID, the carrier, landline or mobile, spam score, demographics, etc.