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

# Voice and IVR

> Everest voice support with Vonage integration: IVR flows, speech and DTMF input, visual companion sessions, and agent handoff.

Everest integrates with Vonage Contact Center. The same conversation engine that powers chat handles voice calls, so troubleshooting flows, session state, and escalation behavior are identical across channels.

## Voice Support (Vonage IVR)

Everest answers calls through Vonage, handles IVR flows, and collects voice inputs conversationally. Callers speak naturally rather than navigating rigid menus, and the agent runs the same guided troubleshooting and account lookup tools available in chat. When a call needs a human, Everest escalates to a live agent over Vonage with the full conversation context.

## Visual Companion Session

During an active call, Everest can push a unique link to the caller by SMS to the calling number, by email, or both. The link opens a companion web session bound to the call.

* **Session binding**: the web session shares the same conversation context as the call, so anything the customer uploads or submits is visible to the voice agent immediately. Customers can upload files, fill forms, and receive links while staying on the phone.
* **Expiry**: links expire 30 minutes after the call ends.
* **Fallback**: if the link is not opened, the voice flow continues unaffected and the agent falls back to voice-only collection.

## Vonage Voice and IVR Integration

Everest integrates with Vonage Contact Center for the full call lifecycle.

* **DTMF handling**: keypad input is supported for menu selections and confirmations; detailed data such as serial numbers is collected through the visual companion session.
* **Speech recognition**: low-latency speech-to-text lets callers speak naturally instead of matching fixed phrases.
* **Text-to-speech**: responses are rendered with neural TTS voices.
* **Agent handoff**: mid-call transfer to a live agent over Vonage includes a full context packet with the transcript summary, collected variables, and sentiment signal, so the customer does not repeat themselves.