Session management maintains the connection and context for a voice interaction from start to finish. It tracks conversation state, handles interruptions, and ensures continuity throughout the call.
What does session management handle?
Sessions track active call connections, conversation state, pending operations, and accumulated context. They handle events like holds, transfers, and disconnections. Session data enables recovery if components fail mid-call and supports analytics by associating all events with a single interaction.
Why does session management matter?
Voice calls are stateful interactions where everything relates to a single continuous session. Losing session context mid-call means losing the conversation. Proper session management ensures reliability, enables features like transfer with context, and supports accurate analytics.
Session management in practice
A call experiences a brief network glitch that causes a momentary disconnection. Session management detects the reconnection, restores conversation state, and continues seamlessly. The caller notices only a brief pause. Without session management, they would have to start over from the beginning.