Enterprise Call Center Solution
A modern, programmable contact center on carrier-grade Rust infrastructure. Skill-based routing, ACW and screen-pop out of the box — and a full REST + WebSocket API when you want to make it yours. Scales from one seat to clustered fleets.
Every Queue, Agent, and SLA on One Screen
The supervisor dashboard ships ready: live call volume, SLA trend against target, skill-group health, and agent states — no plugins, no data pipeline.
Everything a Contact Center Needs, Day One
Skill Groups & ACD
Weighted skill scoring, priority queues with VIP bonuses, and three overflow modes — sequential escalation included.
Screen-Pop & ACW
CRM records pop at ring time via Call-Info / User-to-User headers; wrap-up countdown and dispositions built in.
Outbound Lines
Per-agent outbound policies — routes, trunks, caller-ids — with a line picker on the desk and server-side prefix dialing.
Transfers & Conferences
Blind and consult transfers (with talking-party switch), typed quick contacts for skill groups and IVRs, three-way merge.
CSAT Surveys
Post-call surveys with global defaults, per-group override, and smart transfer suppression.
Reports & Alerts
Per-group SLA and CSAT history with snapshot deltas, CSV export, and alert rules — Grafana-ready metrics too.
Script It If You Want To
Everything the console does is an API. Originate calls, watch live events over WebSocket, or receive webhooks with retry and idempotency — your CRM and automation stay in charge.
- REST API — agents, queues, call control, reports:
POST /api/calls/active/{id}/commands - RWI WebSocket — live call & queue events with owner-routed commands in clusters
- Webhooks — at-least-once delivery, exponential backoff, idempotency keys
- Step IVR — hand each call step to your AI service, with fallback to local IVR
- Screen-pop contracts — Call-Info / RFC 7433 headers your CRM can consume directly
# Originate a call into the sales queue
curl -X POST https://pbx.example.com/api/originate \
-H "Authorization: Bearer <token>" \
-H "Content-Type: application/json" \
-d '{
"caller": "1001",
"callee": "sales-queue",
"user_data": { "customerId": "C-8192" }
}'
# Events come back over the RWI WebSocket:
# call_ringing → call_answered → call_ended
# queue_joined → agent_connected → acwBuilt for Modern Contact Centers
A complete solution that scales with your business needs, from small teams to enterprise operations.
Smart Call Routing
AI-powered call distribution based on agent skills, customer history, and real-time availability.
Real-time Analytics
Live dashboards showing call volumes, wait times, agent performance, and customer satisfaction metrics.
Agent Management
Comprehensive agent tools with call monitoring, whisper coaching, per-agent outbound lines, and seamless call transfers with screen-pop headers.
Overflow That Behaves
Sequential overflow walks skill groups in order instead of blasting everyone — plus busy-wait camp-on, cross-node strict FIFO, and overflow-joined events.
Skill-Group-First Reports
Per-group SLA, alert and CSAT history with snapshot deltas — reported the way contact center teams actually run their business.
Programmable Call Distribution
Skills-based routing you can script, not just click. Every dispatch decision is inspectable, and every queue behavior — priority, overflow, camp-on — is configuration, not code.
- Skills-based routing with weighted scoring and exact/partial match modes
- Sequential, cumulative, or replace overflow across skill-group ladders
- Strict cross-node FIFO — dispatch order holds in clusters
- Screen-pop with Call-Info / RFC 7433 User-to-User headers on every ring
- Full REST + RWI WebSocket control: originate, transfer, bridge, hangup from your code
Real-time Monitoring & Reporting
Skill-group-first reporting with per-group SLA, live monitor with per-call stages, and CSAT history — measured against snapshots, not vibes.
- Live monitor: per-call stage (ringing / in-queue / talking / ACW)
- Per-group SLA, alert and CSAT history with snapshot deltas
- Unified report API (/reports/v2) with CSV export — Grafana-ready
- Per-call media evidence: RTCP loss, jitter, leg completeness
- Stuck-binding watchdog and operator force-release
Modern Agent Clients, Any Deployment
A browser workstation with zero install, or a native Rust desktop client with an always-on-top minibar — your CRM stays a separate app, and screen-pop opens in any browser.
- CC Desk: JWT / phone-token / SIP auth, per-agent CRM popup URL templates
- RustPhone desk + minibar: SSO OTC login, quick transfers, merge chips
- Outbound line picker driven by per-agent policies (trunks, caller-ids)
- Built-in diagnostics: STUN/TURN probes, sound devices, per-call ICE/RTP report
- Private or cloud deployment — Docker/Kubernetes, MySQL/PostgreSQL
Built-in AI Capabilities
Leverage artificial intelligence to enhance agent productivity and customer satisfaction.
Speech Recognition
Real-time transcription with automatic speech recognition for multiple languages. Enable voicebots and automated call handling.
Sentiment Analysis
Detect customer emotions during calls. Real-time alerts for negative sentiment help supervisors intervene proactively.
Agent Assist
AI-powered suggestions during calls. Automatic knowledge base lookup and script recommendations based on conversation context.