Post-Call vs. Virtual Agent

The two Experience types differ in what Alianza sends you, when, and how it's targeted.

Post-Call Experience Virtual Agent Experience
Use cases Call recording, transcription, analytics, compliance AI receptionist, IVR, voicebot, transfer-to-business
Media protocol SIPREC (RFC 7866) — outbound recording session from Alianza to your SRS SIP (RFC 3261) — inbound call routed via Twilio trunk
Direction Alianza → your SRS (sendonly RTP/SAVP) Bidirectional voice between caller and your endpoint
Target granularity Per account — every current and future user is covered — or per user, scoping to just that person's phones Per phone number — only calls to assigned numbers are routed
targetType ACCOUNT (or USER) PHONE_NUMBER
Failure mode If your SRS is unreachable, the underlying call still completes (best-effort) If your endpoint is unreachable, the call fails
Number of streams Two SRTP streams per call (dual-channel) Single bidirectional stream
Mid-call events Hold/resume → re-INVITE within session; transfer → new SIPREC session Standard SIP re-INVITE for hold/resume; transfer-to-business pattern documented separately

If you're not sure which one you're building, the destination state is the clearest test:

  • If you need to observe calls passively, you're building Post-Call.
  • If you need to answer calls actively, you're building Virtual Agent.

Both journeys share the first two API calls (token request, eligibility check) and the connection-creation step. They diverge at assignment (account or user vs. phone number) and at the media layer.

Shared steps

Steps 1, 2, and 4 use the same API call in both journeys:

  • Step 1 — Validate eligibility (GET /experiences/{experienceId}/assignability): check whether the target is eligible for your Experience type.
  • Step 2 — Create the connection (POST /experience-connections): create the link between your Experience and the Alianza account.
  • Step 4 — Activate (PUT /experience-connections/{id}): flip the connection to ACTIVE so media begins flowing.

Journey-specific steps

Step Post-Call Virtual Agent
Step 3 — assignment target Assign to an account (targetType=ACCOUNT) — covers all current and future users — or to a single user (targetType=USER) via POST /experience-assignments Assign to a phone number (POST /experience-assignments with targetType=PHONE_NUMBER) — only calls to that number are routed
Step 5 — media protocol Receive SIPREC (RFC 7866) — Alianza initiates outbound recording sessions to your SRS Receive inbound SIP (RFC 3261) — Alianza routes inbound calls via Twilio to your SIP endpoint

See also