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

# Call Management

> Handle inbound calls, run outbound campaigns, and schedule automated call workflows

## Overview

eigi.ai provides comprehensive call management capabilities—from receiving inbound customer calls to running large-scale outbound campaigns and scheduling automated follow-ups.

***

## Outbound Calls

### Single Calls

Make individual calls directly from the dashboard:

<Steps>
  <Step title="Select Agent">
    Choose the agent you want to use for the call
  </Step>

  <Step title="Enter Number">
    Input the phone number to call (with country code)
  </Step>

  <Step title="Add Context">
    Optionally provide variables like customer name
  </Step>

  <Step title="Initiate Call">Click "Call" to start the conversation</Step>
</Steps>

### Bulk Campaigns

Run automated calling campaigns at scale:

<CardGroup cols={2}>
  <Card title="CSV Upload" icon="file-csv">
    Import contact lists with phone numbers and custom data
  </Card>

  <Card title="Phonebook Selection" icon="address-book">
    Choose contacts from your existing phonebook
  </Card>

  <Card title="Progress Tracking" icon="chart-simple">
    Monitor campaign progress in real-time
  </Card>

  <Card title="Result Export" icon="download">
    Export results with outcomes and analysis
  </Card>
</CardGroup>

### Campaign Settings

| Setting          | Description                            |
| ---------------- | -------------------------------------- |
| **Concurrency**  | How many simultaneous calls to make    |
| **Retry Logic**  | Rules for retrying unanswered calls    |
| **Time Windows** | Hours during which calls can be placed |
| **Throttling**   | Pace calls to match your capacity      |

***

## Inbound Calls

### Phone Number Assignment

Receive calls on dedicated phone numbers:

<AccordionGroup>
  <Accordion title="Number Provisioning" icon="phone-plus">
    Purchase phone numbers directly through eigi.ai: - Local numbers in 190+
    countries - Toll-free numbers - Short codes (where available)
  </Accordion>

  <Accordion title="Number Assignment" icon="link">
    Assign numbers to specific agents: - One number per agent for simple routing

    * Multiple numbers to one agent - IVR routing (coming soon)
  </Accordion>

  <Accordion title="Caller ID" icon="id-card">
    Configure outbound caller ID display: - Use assigned number - Custom caller
    ID (where permitted)
  </Accordion>
</AccordionGroup>

***

## Scheduled Calls

### One-Time Scheduling

Schedule calls for specific times:

<Steps>
  <Step title="Select Contact">
    Choose who to call from phonebook or enter number
  </Step>

  <Step title="Pick Date & Time">Select when the call should be placed</Step>
  <Step title="Set Time Zone">Specify the recipient's time zone</Step>

  <Step title="Confirm">
    Schedule is created and call will trigger automatically
  </Step>
</Steps>

### Recurring Schedules

Set up automated recurring calls:

| Frequency   | Example Use Case                   |
| ----------- | ---------------------------------- |
| **Daily**   | Morning check-ins, daily reminders |
| **Weekly**  | Weekly follow-ups, status calls    |
| **Monthly** | Monthly reviews, billing reminders |
| **Custom**  | Every 3 days, specific weekdays    |

### Smart Features

<CardGroup cols={2}>
  <Card title="Time Zone Aware" icon="globe">
    Schedule in recipient's local time—never call at 3 AM
  </Card>

  <Card title="Smart Retry" icon="rotate">
    Automatically retry if call isn't answered
  </Card>

  <Card title="Business Hours" icon="clock">
    Respect business hours and skip holidays
  </Card>

  <Card title="Conflict Detection" icon="triangle-exclamation">
    Warn about scheduling conflicts or overload
  </Card>
</CardGroup>

***

## Call History

### Complete Records

Every call is logged with full details:

<AccordionGroup>
  <Accordion title="Call Details" icon="circle-info">
    * Phone number and contact name - Call duration and timestamps - Agent used
    * Call direction (inbound/outbound) - Outcome status
  </Accordion>

  <Accordion title="Transcript" icon="file-lines">
    * Full conversation transcript - Speaker identification - Timestamps for
      each message - Searchable content
  </Accordion>

  <Accordion title="Recording" icon="circle-dot">
    * Audio playback (if recording enabled) - Synchronized with transcript -
      Download option
  </Accordion>

  <Accordion title="Analysis" icon="chart-pie">
    * Extracted data fields - Sentiment analysis - Summary - Custom schema
      results
  </Accordion>
</AccordionGroup>

### Search & Filter

Find specific calls quickly:

| Filter         | Options                          |
| -------------- | -------------------------------- |
| **Date Range** | Today, last 7 days, custom range |
| **Agent**      | Filter by specific agent         |
| **Direction**  | Inbound, outbound, or all        |
| **Outcome**    | Completed, failed, no answer     |
| **Duration**   | Minimum/maximum length           |

***

## Call Outcomes

### Status Tracking

Every call is tagged with an outcome:

| Status          | Description                              |
| --------------- | ---------------------------------------- |
| **Completed**   | Call connected and conversation occurred |
| **No Answer**   | Recipient didn't pick up                 |
| **Busy**        | Line was busy                            |
| **Failed**      | Technical failure                        |
| **Voicemail**   | Left or encountered voicemail            |
| **Transferred** | Call was transferred to human            |

### Outcome Actions

Configure automatic actions based on outcomes:

* **No Answer**: Schedule retry in 2 hours
* **Completed + Interested**: Add to sales follow-up list
* **Failed**: Alert technical team

***

## Real-Time Monitoring

### Live Dashboard

Watch calls as they happen:

<CardGroup cols={2}>
  <Card title="Active Calls" icon="phone">
    See all currently active conversations
  </Card>

  <Card title="Live Transcript" icon="closed-captioning">
    Read conversation in real-time
  </Card>

  <Card title="Queue Status" icon="list-ol">
    Monitor pending and queued calls
  </Card>

  <Card title="Health Metrics" icon="heart-pulse">
    Track success rates and performance
  </Card>
</CardGroup>

***

## API Integration

### Programmatic Control

Trigger calls from your applications:

```bash theme={null}
# Initiate an outbound call via API
curl -X POST https://api.eigi.ai/v1/calls/outbound \
  -H "X-API-Key: your_api_key" \
  -H "Content-Type: application/json" \
  -d '{
    "agent_id": "your_agent_id",
    "phone_number": "+14155551234",
    "variables": {
      "customer_name": "John Smith",
      "order_id": "ORD-12345"
    }
  }'
```

### Webhook Notifications

Receive real-time updates:

* Call started
* Call answered
* Call ended
* Analysis completed

***

## Best Practices

<Tip>
  **Respect Time Zones**: Always schedule calls during appropriate hours for the
  recipient.
</Tip>

<Tip>
  **Monitor Campaigns**: Watch bulk campaigns closely, especially when starting
  out.
</Tip>

<Tip>
  **Use Variables**: Personalize calls with contact data for better engagement.
</Tip>

<Warning>
  Ensure compliance with local calling regulations (TCPA, DNC lists, etc.)
  before running outbound campaigns.
</Warning>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Calls not connecting">
    * Verify phone number format includes country code - Check agent has a phone
      number assigned - Ensure telephony provider is configured
  </Accordion>

  <Accordion title="Scheduled call didn't trigger">
    * Verify the schedule is active (not paused) - Check time zone settings -
      Review call logs for any errors
  </Accordion>

  <Accordion title="Poor call quality">
    * Check your agent's voice provider settings - Ensure stable network
      connection - Review STT/TTS provider status
  </Accordion>
</AccordionGroup>