Hi HN,About two years ago, I started working as an independent contractor on a large voice application where we needed much deeper insight into phone calls than the existing platforms could provide.We wanted to answer questions like:How long was the caller waiting in the queue? Which agent rejected or missed the call? How many times was the call transferred? Who transferred it, and when? What actually happened during the conversation?Getting this information turned out to be surprisingly difficult.During the project, we integrated with multiple communication providers. While they handled voice reliably, I found the developer experience frustrating. Simple workflows often required several API calls, some data wasn’t exposed at all, and call recordings weren’t always reliable. No web hooks, all apis were polling. We even ended up recording audio locally on every agent’s computer just to avoid missing conversations, but that meant losing valuable server side context like transfers, queue ...