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Voice Gateway Glossary

Voice Gateway terms listed in alphabetical order. All terms in the glossary are given for informational purposes.

A

Account (scope)
A user role (scope) within the Voice Gateway Self-Service Portal. This scope includes basic operations with Voice Gateway entities, such as creating, editing, and deleting entities. Note that only Users with the Account role can be authorized in the Voice Gateway Self-Service Portal via their Cognigy.AI user credentials. For more information, read the Users documentation.
Accounts
Containers for resources such as applications, carriers, and speech services that are used to create and manage voice applications. In Voice Gateway, an Account may represent a specific customer organization and can have multiple users associated with it. For more information, read the Accounts documentation.
Admin (scope)
A user role (scope) within the Voice Gateway Self-Service Portal. This scope is only available for on-premises Cognigy Voice Gateway installations. It includes all operations in the Account and Service Provider scopes, allowing for performing all operations in the Voice Gateway. For more information, read the Users documentation.
Alerts
Alerts are created when errors happen in your account configuration. For example, your credentials from the speech provider need to be updated. For more information, read the Alerts documentation.
Applications
Connectors that allow the Endpoint to be routed to the Voice Gateway. For more information, read the Applications and Create Voice Gateway Endpoint documentation.

C

Carriers
Telecommunications service providers are responsible for operating the networks that transmit voice traffic. Within the Voice Gateway Self-Service Portal, you can use different providers such as Voxbone, Twilio, and Simwood. These providers are also known as SIP Trunk providers. For more information, read the Carriers documentation.
Cognigy VG
See Voice Gateway.

O

Outbound Call Routing
Outbound Call Routing allows you to select a Carrier (SIP Trunk) for outbound calls and configure specific rules for call routing. Outbound call routing is used to select a Carrier when there are multiple Carriers available. For more information, read the Outbound Call Routing documentation.

P

Phone Numbers
Phone Numbers are routed to your Endpoints. Phone number helps route incoming voice calls to the Cognigy Flows. To assign applications to phone numbers, you need to select both an Account and a Carrier. For more information, read the Phone Numbers documentation.

R

Recent Calls
A feature that enables you to analyze the calls in your Voice Gateway account, providing valuable insights into the duration of various actions during the call, such as speech recognition and connections. For more information, read the Recent Calls documentation.
Roles
See Scopes.

S

Scopes
Depending on Cognigy Voice Gateway installation, members can have the following roles (scopes): Account, Service Provider, Admin. For more information, read the Scopes documentation.
Service Provider (scope)
A user role (scope) within the Voice Gateway Self-Service Portal. This scope is only available for on-premises Cognigy Voice Gateway installations. It includes all operations in the Account scope and provides the ability to edit user profiles, carriers, and speech services belonging to users with either the Account scope or the Service Provider scope. For more information, read the Users documentation.
Settings
Options to configure your Voice Gateway Account. See Accounts.
SIP Trunk
A mechanism that allows connecting phone systems to the public telephone network using the Session Initiation Protocol (SIP) over an IP network. To route your Contact Center or Phone Number to your Voice Gateway Endpoint, your SIP Trunk needs to be set up. Get in touch with Cognigy Technical Support to configure your SIP Trunk and route your number to the right Endpoint. For more information, read the SIP trunking documentation.
SIP Trunk Providers
Providers offering services enable the connection of phone systems to the public telephone network using the Session Initiation Protocol (SIP) over an IP network. These providers enable them to make and receive calls over the Internet. Cognigy Voice Gateway can support any SIP trunk provider and includes preinstalled configurations for the following SIP trunk providers: Voxbone, Twilio, Simwood, TelecomsXChange. These providers are also known as Carriers. For more information, read the SIP Trunk Providers and Carriers documentation.
Speech Services
Settings that serve for integrating Speech-to-Text (STT) or Text-to-Speech (TTS) providers in the Voice Gateway Portal. Speech Services allow you to add various Speech Vendors to the Voice Gateway. You can create a speech service application by selecting a speech service vendor, provided in a list. Get credentials from your provider and add them to the speech service provider settings. For more information, read the Speech Services documentation.
STT
STT (Speech-to-Text) is a technology that consistently converts spoken language into written text. It involves the recognition of spoken words by computers, enabling applications like voice assistants and transcription services to interpret and transcribe verbal communication. For more details, see Wikipedia: Speech recognition. An STT Vendor is a system provider that offers this speech service. For more information, see STT Vendors supported by Cognigy Voice Gateway.

T

Tracing
Tracing logs are valuable for diagnosing issues, optimizing performance, and understanding the flow of operations for inbound calls. The Tracing tab for recent calls serves to identify delays in various steps, such as speech recognition, connection attempts, and other processing tasks. For more information, read the Recent Calls documentation.
TTS
TTS (Text-to-Speech) is a technology that transforms written text into spoken words. It allows computers to generate artificial speech, facilitating applications such as voice response systems by consistently translating written language into audible communication. For more details, see Wikipedia: Speech synthesis. A TTS Vendor is a system provider that offers this speech service. For more information, see TTS Vendors supported by Cognigy Voice Gateway.

U

Users
Members in your account. You can create new members, edit, or delete existing ones. For more information, read the Users documentation.

V

Voice Gateway
An AI-based solution to deploy virtual voice agents for automated phone conversations. It seamlessly integrates with the Cognigy.AI platform, empowering you to connect your virtual agent to your contact center. Voice Gateway provides you with voice-based services, such as phone calls, voice assistants, and smart speakers. Also, Voice Gateway can perform various functions, such as speech recognition, natural language understanding, dialogue management, text-to-speech, and speech-to-text conversion. For more information, read the Voice Gateway and Voice Gateway Overview documentation.
Voice Gateway Endpoint
A connector within Cognigy.AI that enables seamless interaction between the virtual agent and external systems or platforms. To route your contact center to your Voice Gateway Endpoint, your SIP Trunk needs to be set up. Get in touch with Cognigy technical support to configure your SIP Trunk and route your number to the right Endpoint. For more information, read the Endpoints and Create Voice Gateway Endpoint documentation.
Voice Gateway Events
Events that refer to specific occurrences or incidents during a voice call that are recorded by Voice Gateway. These events can give valuable information about the progress and status of the call. For more information, read the Voice Gateway Events documentation.
Voice Gateway Flow
A structured sequence of interactions designed for voice-enabled applications within the Cognigy.AI platform. You can start your Voice Gateway project by creating a voice Flow in Cognigy.AI. Every Node that offers text-based messages can be used in a Voice Flow. In a voice conversation, the Virtual Agent responds with a text-based message for every user input. Voice conversations happen on a turn-by-turn basis, meaning that all dialogue outputs triggered by the Flow will be bundled into one message and delivered across the phone line. For more information, read the Create Voice Gateway Flow documentation.
Voice Gateway Flow Nodes
Cognigy Voice Gateway Nodes expose the functionality provided by Cognigy Voice Gateway directly in the Flow Editor. For more information, read the Voice Gateway: Nodes Overview documentation.
Voice Gateway Self-Service Portal
A web-based interface that empowers users to manage their accounts, settings, and preferences for Cognigy Voice Gateway. For more information, read the Voice Gateway Self-Service Portal documentation.