How ANET Works: End-to-End Call Flow

After reading this article, you will understand how ANET handles a non-emergency call from the moment it enters the system through resolution, transfer, or escalation. This article explains the full lifecycle of a call and the decision points along the way.

ANET handles calls that are routed to it from a public non-emergency number or a test environment.

Calls may reach ANET through:

• Forwarded non-emergency phone lines

• Browser-based test calls (testing only)

• Text-based simulations (testing only)

Important:
Browser-based test calls do not behave the same as live calls. Some features—such as SMS-based live location links—only function when a call originates from a real phone number that can receive text messages.

Once the call connects, ANET immediately begins a natural language conversation.

ANET does not present menus or options to select. Callers do not press keys or navigate a phone tree. Instead, callers explain their situation in their own words.

ANET:

• Listens to the caller’s speech

• Responds conversationally

• Adjusts questions based on what the caller says

• Allows information to be provided out of order

This design allows callers to communicate naturally, without needing to understand how the system is structured.

As the caller speaks, ANET continuously evaluates intent—the reason for the call.

Intent identification is not a single step. ANET:

• Forms an initial understanding early in the call

• Refines intent as more information is provided

• Re-evaluates intent if the caller changes topics or adds new details

If intent cannot be confidently determined, ANET asks clarifying questions. These clarifications continue until intent is identified or until defined limits are reached.

Once intent is clear, ANET gathers the information needed to proceed.

Depending on the situation, this may include:

• Names

• Phone numbers

• Descriptions of an issue

• Location details

• Additional context required for resolution or transfer

ANET confirms critical information—especially locations—back to the caller to reduce errors and misunderstandings.

When a location is required, ANET attempts to verify it from the caller’s spoken input.

If ANET determines a location with high confidence, it repeats the address and asks the caller to confirm it.

Example:

“I’m showing 456 Main Street, San Carlos — is that right?”

If confidence is low, ANET asks follow-up questions and retries verification.

If spoken verification fails multiple times and the caller can receive SMS, ANET may send a live location link so the caller can submit their location directly from their device.

Once enough information has been collected, ANET determines the appropriate next action.

ANET may:

• Complete the interaction and end the call

• Send information or links via SMS (if enabled)

• Transfer the call to a call-taker or other destination

• Escalate the call due to safety or system safeguards

ANET does not attempt to force a resolution when uncertainty remains. If conditions indicate a human is needed, ANET prioritizes transfer.

ANET includes built-in safeguards designed to prioritize safety.

ANET will immediately transfer a call if:

• The caller explicitly requests a human

• Emergency or unsafe language is detected

• Violence or immediate risk is mentioned

• The system encounters a limitation that prevents safe handling

These transfers are intentional and expected. Over-transfer is an acceptable tradeoff to ensure callers reach a human when needed.

After the call ends, ANET generates a call record that may include:

• A transcript

• A call summary

• Collected information

• Transfer reason (if applicable)

• Scores and tags (where enabled)

This information is available for supervisors and administrators to review and analyze.

Supervisors primarily interact with ANET after calls complete.

You will use ANET to:

• Review how calls were handled

• Understand why transfers occurred

• Identify trends or recurring issues

• Follow up on safety escalations

Detailed review workflows are covered in the Supervisor Guide section.

Administrators are responsible for:

• Configuration

• Telephony and call forwarding

• Feature enablement

• Integrations such as CAD (if applicable)

Technical and configuration details are covered in dedicated Admin and Reference sections.

• ANET is conversational, not menu-driven

• Intent and understanding evolve throughout the call

• Information is gathered dynamically, not rigidly

• Safety escalation is intentional and prioritized

• Transfers are outcomes, not failures