The phone system and the customer record, in the same screen.
Inbound calls route through IVR and ACD, the agent answers with the customer record already open, and the call outcome lands back on the contact — not in a separate log nobody reads.
A voice contact center and a sales pipeline that share one customer record. A call can become a lead, a lead can become a ticket, and the history follows the customer instead of living in three separate tools.
The telephony layer runs on Asterisk with ARI, so recordings, CDR, and queue statistics stay under your control.
- 100%Inbound calls recorded, with the call detail record kept per extension
- 2Routing layers: IVR flow, then ACD queue with its own strategy
- 1Screen for the call, the customer record, and the follow-up task
IVR decides, ACD distributes, the recording keeps the record.
An inbound route feeds an IVR flow built from nodes and DTMF branches, published when ready. Callers who choose a person land in a queue with its own strategy, skill requirement, and timeout, and the call detail record captures the whole path afterwards.
- IVR flows with draft and published states, plus voicemail fallback
- Queue strategies, agent groups, skills, and pause reasons
- Recording, cause code, and hourly call facts for review
The softphone sits inside the record it belongs to.
The agent answers in the browser, sees who is calling from the contact record, writes the outcome while the call is still open, and the history is attached when the call ends. Supervisors can whisper or listen without taking over the call.
- Browser softphone with hold, transfer, and wrap-up
- Customer context, previous calls, and open tickets beside the call
- Whisper and listen sessions for coaching and quality review
Campaigns that respect the do-not-call list.
Outbound campaigns run on a dialer with preview or progressive pacing, and the do-not-call list is checked before the number is dialled. Attempts, outcomes, and callbacks are kept per contact, so a promise to call back on Tuesday is a task, not a memory.
- Campaign members with dial attempts and outcome codes
- Do-not-call entries honoured at dial time
- Callback and follow-up created as tasks on the contact
| # | Subjek | SLA |
|---|---|---|
| 1841 | Gagal login aplikasi | 2 jam |
| 1842 | Permintaan reset kata sandi | Selesai |
| 1843 | Invoice belum diterima | Hari ini |
What the contact centre module covers
IVR builder
DTMF flows with branches, voicemail fallback, and publish states.
ACD queues
Strategies, skills, agent groups, extensions, and pause reasons.
Softphone
Browser agent workspace with hold, transfer, whisper, and wrap-up.
Campaigns
Preview and progressive dialing with attempt history.
Compliance
Do-not-call list, recording retention, and export log.
Call analytics
Hourly and daily facts: offered, answered, abandoned, average handle time.
How a contact centre goes live
The top ten reasons people call decide the IVR tree.
Branches, strategies, skills, and the after-hours path.
Softphone, wrap-up codes, and where the customer record lives.
Abandoned rate, wait time, and handle time reviewed weekly.
Questions before a switch
Can we keep our SIP trunk?
Yes. Existing trunks can be registered against the PBX node instead of replaced.
Do agents need a desk phone?
No. The softphone runs in the browser; desk phones still work through the same extension.
Where is the recording stored?
In the deployment you choose — on-premise in your data center, or in the cloud plan. Retention is configurable.
Can we run one queue for several branches?
Yes. Queues, skills, and agent groups are per tenant, and routing can span branches.
Review your contact center setup.
Share the seat count, trunk type, and reporting you need. We respond with an architecture sketch and a migration path from the current system.