Concepts

The words these docs use, and what they mean here.

Your workspace

Workspace. Your company on HCC. Its data is separate from everyone else's.
Member. Someone who can sign in to the dashboard, with one role: owner, admin, supervisor, developer, viewer or rep.
Environment. Every workspace has live and test. The API key picks which one a request uses. Test calls never reach the phone network.
API key. hcc_live_… or hcc_test_…. It has Scopes, or full access. See API keys and scopes.

Call. One conversation with a customer, whoever joins it along the way.
Call flow. Typed call logic in your code. We POST each call event to your server, and your handler says what happens next. See Call flows.
Call Instructions. The steps of a call as JSON: say, gather, connectAgent, dial, enqueue, record, hangup and others. A call webhook returns them directly.
Default flow. What runs when your code doesn't answer: the number's fallback agent, or an apology and a hang-up.
Event. Something that happened, such as call.completed, delivered to your webhook endpoints.
Transfer. Moves the caller to someone else. A blind one needs no rep. A warm one is a Consult: the rep talks to the target first.

Rep. A person who takes calls: a member enabled for calls, usually with the rep role.
Desk. Where reps work: softphone, screen pop, dialer and wrap-up.
Queue. A line of callers waiting for a rep with the right Skills. Queues are defined in your code.
Offer. A waiting call ringing one rep. A rep who lets it ring out goes away.
Wrap-up. The time after a call for a rep to pick a Disposition, the call's outcome.
Floor. The live view of queues, reps and calls. Supervisors can Listen, Whisper or Barge in on a rep's call.

Agent. An AI agent on a platform you connected. We sync it in, read-only, and never edit its prompt.
Integration. Your connection to an agent platform.
Tool. A function in your flow that an agent can call. Declaring and binding one is the opt-in for us to keep it on that agent.

Lead. A person to call, with a phone, name, time zone and your own fields.
Campaign. An outbound Sequence: calls, waits and your own code, in order, with Goals and Exits that end it for a lead.
Do Not Call list. Numbers we refuse to dial, one list per environment.
Consent. What each number agreed to, when and where it's written down. It's a record for you to show later, not legal clearance.

Test mode. The test environment, with a switch in the dashboard's top bar. Calls run on a simulated carrier: no phone, no Twilio account, no carrier cost.
Simulator. The dashboard page, and the SDK's hcc.simulator, where you play the caller, the callee and the agent.
Dev session. hcc dev attached to test, so flow events reach your machine.
Timeline. Everything that happened on one call, in order.