Connect Architecture & Specs
Enterprise-grade CCaaS backend — 4-provider telephony (Twilio, Telnyx, Vonage, Plivo), 12 subsystems (analytics, dashboard, social, compliance, broadcast, workflow, IVR, recording, copilot, WhatsApp, overflow, SLA), Power Dialer orchestration, Visual IVR Builder, AI Call Copilot, Cyber-Physical Kiosk integration.
Performance & Contact Center Metrics
WebRTC Softphone Latency
<150ms end-to-end
Power Dialer Auto-Advance
Configurable delay (default 5s)
Broadcast Throughput
10,000+ messages/hour with 10DLC throttling
Analytics Query
Sub-second for 30-day reports
Sentiment Analysis Latency
<50ms (Wasm edge)
Concurrent Agents
500+ per tenant
1. Power Dialer Orchestration
| State | Description |
|---|---|
| `active` | Dialer advancing through call list |
| `paused` | Auto-advance suspended; agent can manually advance |
| `completed` | Call list exhausted |
| `abandoned` | Session ended before the list finished |
2. Visual IVR Builder
| Type | Description |
|---|---|
| `gather` | Collect DTMF digits from caller |
| `say` | Text-to-speech announcement |
| `dial` | Transfer to external number or agent queue |
| `voicemail` | Record message with optional transcription |
| `transfer` | Direct transfer to specified destination |
| `hangup` | Terminate the call |
| `menu` | Interactive menu with digit → branch mapping |
| `redirect` | Redirect to another flow |
| `neural_voice_agent` | Inject AI voice agent personality |
3. Broadcast Campaign Engine
| Channel | Features |
|---|---|
| SMS | Text, links, short codes |
| MMS | Images, videos, vCards |
| Templates, rich media, quick replies | |
| RCS | Branding, carousels, AI chat |
| HTML templates, attachments |
4. Advanced Analytics Pipeline
Multi-channel messaging across SMS, MMS, WhatsApp, RCS, and Email runs with per-carrier throttling and DNC scrubbing built in, and the Analytics engine provides comprehensive reporting across every communication channel.
Metric Types:
- Overview: Total conversations, messages, calls with period-over-period trends
- Agent Performance: Handle time, first response time, CSAT, conversion rates
- Channel Analytics: Volume and efficiency by channel
- Queue Health: Wait times, abandon rates, service level (X% answered in Y seconds)
- Conversation Intelligence: Sentiment trends, topic extraction, keyword frequency
Time Series Support: Metrics support multiple granularities (minute, hour, day, week, month) for trend analysis. Percentile calculations (p50, p95, p99) for latency analysis.
Time Range Presets: today, yesterday, last_7_days, last_30_days, this_month, last_month, custom
Custom Dashboards: Administrators configure widget-based dashboards with drag-and-drop placement. Widgets include metric cards, time-series charts, bar/pie charts, leaderboards, and table grids.
5. Cyber-Physical Kiosk Integration
Aeion Bridge connects physical devices to the agent inbox via WebRTC.
Kiosk Types:
- Drive-thru speaker systems
- Mall/installation terminal buttons
- Elevator emergency stations
- Queue management ticket dispensers
Connection Flow:
- Physical button press triggers Bridge hardware event
- Bridge establishes WebRTC audio/video session
- Session routes to available agent with
kioskrouting skill - Agent sees kiosk caller in Omnichannel Inbox with location context
- Audio/video appears as native conversation in the timeline
Configuration: Kiosks are registered with location metadata (address, zone, terminal ID). Agents see this context before answering, enabling geographically-relevant greetings.
typescript
// Example: Start a Power Dialer sessionconst session = await aeion.api.post("/v1/connect/dialer/sessions/start", { callListId: "list_abc123", agentId: "agent_456",});
console.log("Session started:", session.data.session.id);console.log("First dial:", session.data.firstDial.phoneNumber);
// Example: Capture a call dispositionconst disposition = await aeion.api.post(`/v1/connect/dialer/sessions/${session.data.session.id}/disposition`,{dispositionCode: "sale",notes: "Interested in Enterprise plan",durationSeconds: 245,});// disposition.data.isFinal === true once no numbers remain in the list// disposition.data.autoAdvancing === true if the session keeps dialing
// Example: Design an IVR flow with a Neural Voice Agent nodeconst flow = {id: "sales_ivr",startNode: {id: "welcome",type: "neural_voice_agent",systemPrompt: "You are a knowledgeable sales agent. Be friendly but efficient...",next: "menu",},nodes: {menu: {id: "menu",type: "menu",message: "For Sales, press 1. For Support, press 2.",branches: { "1": "sales_transfer", "2": "support_transfer" },},sales_transfer: { id: "sales_transfer", type: "transfer", transferTo: "+18005551234" },support_transfer: { id: "support_transfer", type: "transfer", transferTo: "+18005555678" },},};6. Click-to-Call Receiver + Supervisor Matrix
| Provider | Supervision | |
|---|---|---|
| Twilio | Full — Voice SDK + phone (monitor / whisper-coach / barge) | |
| Telnyx | Phone-based supervision | |
| Plivo | Phone-based supervision | |
| Vonage | No live coaching support | |
| Platform | Inbound | Outbound reply |
| ------------------- | ------- | -------------------------------------------------- |
| ✅ | ✅ via your connected account | |
| Facebook Messenger | ✅ | ✅ via your connected account |
| X (Twitter) | ✅ | ✅ via your connected account |
| ✅ | ❌ — no direct-message send exists in the API | |
The softphone uses WebRTC for peer-to-peer audio. STUN/TURN servers handle NAT traversal. For HIPAA compliance, calls can be forced through E2E encryption. Call recording captures RTP streams to object storage with PII redaction applied post-recording.
Call recordings are stored with automated PII redaction (credit card numbers, SSNs, etc.) using regex patterns. Supervisor review queues surface flagged calls based on sentiment, keyword, or random sampling. Compliance audit logs track all access to recorded conversations.
Aeion Connect's telehealth integration enables HIPAA-compliant video consultations. End-to-end encryption is mandatory, and patient consent is captured before every session starts. Telehealth sessions integrate with Health module scheduling and create records in the patient chart automatically.
Connect's routing engine evaluates multiple signals: agent skills, language proficiency, current queue depth, customer tier (VIP routing), and time-of-day rules. Weighted scoring finds the optimal agent for each contact. Overflow rules route to external numbers or voicemail when queues are saturated.
Capability Surface — Selected Subsystems
Analytics
Cross-channel analytics aggregation + agent leaderboards
Dashboard
Real-time wallboard + supervisor dashboards + queue health
Social
Social DM ingestion (Twitter / LinkedIn / Facebook / Instagram) + threading
Compliance
A2P 10DLC + TCPA + DNC scrubbing + PII redaction
Broadcast
High-volume SMS / WhatsApp / MMS campaigns with throttling
Workflow
Multi-step sequence engine + auto-unenroll + branching
IVR
Visual IVR Builder — gather / say / dial / voicemail + Neural Voice Agent nodes
Recording
Call recording lifecycle + retention enforcement
AI Call Copilot
Live transcription + sentiment + proactive tips
WhatsApp Business
Templates + interactive messages
Overflow
Callback offers + voicemail drops + alt-routing
SLA
Per-channel SLA tracking + breach alerts + escalation
Telephony providers
Twilio, Telnyx, Vonage, Plivo — each swappable without changing the rest of your setup
Live transcription
Real-time agent-screen captions + post-call analysis
Telehealth
HIPAA-compliant video session support
Social DM adapters
Twitter / LinkedIn / Facebook / Instagram, each with clear on/off connection status
Transcription usage
Per-tenant minute tracking + budget enforcement
Routing
Skill-based + sentiment-based routing decisions
Recording storage
Your choice of storage backend (S3-compatible BYOB)
Cyber-physical kiosk
WebRTC button-press → agent inbox
Softphone
WebRTC softphone integration for agent stations
Background queue
Reliable async processing for broadcast sends, recordings, and other long-running tasks
Caption broadcaster
Real-time caption broadcast for live transcription