~/sajjad $ cat projects/call-routing
← cd ../projects
Systems
Automated call routing
Live
Inbound phone system replacing manual call handling. A keypad menu routes callers to three departments with independent answer detection; no-answer calls fall through to voicemail with a transcription emailed out.
What I built
- Three-department keypad menu with a press-zero replay loop, and voicemail-on-no-answer delivering transcription by email including the caller's number for callback.
- Serverless function handling delivery through a verified sender domain.
- Controls: a ten-minute per-call cap, monthly spend alerting, and UK-only dialling permissions with every other geography disabled.
What went wrong
- The initial business profile was rejected on an email-domain mismatch. Diagnosed it, corrected the registered contact, secured an approved bundle.
- When the geographic-number route stayed blocked, pivoted to a national number to get live and kept the original line in service via divert.
- Callers heard the greeting cut off mid-sentence. The raw TwiML and flow logs showed the gather was accepting speech alongside keypad on a one-second timeout, so line noise triggered a barge-in. The platform makes speech language a required field, so it couldn't be disabled — I restructured the flow to move the greeting outside the gather entirely.