S/10 · Services
VoIP & telephony
A phone system that knows who is calling.
VoIP phone systems connected to your CRM: callers recognised before anyone picks up, calls routed by who they are, AI agents that answer, and every call measured.
- Platforms
- Asterisk, FreeSWITCH, Issabel
- Connects to
- Your CRM and SIP trunks
- Adds
- AI voice agents
- 01
Customers repeat themselves every time they call.
- 02
Calls get lost between departments.
- 03
Your phone system and your CRM don’t talk.
- 04
You want calls answered after hours without hiring a night shift.
- D/01
IP-PBX
We build the phone system on Asterisk, FreeSWITCH or Issabel: extensions, queues, ring groups, office hours and voicemail. The configuration lives in version control, so every change is reviewed and can be undone.
Included
- Extensions, ring groups and queues for each team
- Office hours, holidays and overflow rules
- SIP trunks, with a backup trunk for outages
- Configuration in Git, documented and reversible
pbx/ - pbx/
- README.mdstart here
- pjsip/
- trunks.conftwo providers
- endpoints.conf48 extensions
- dialplan/
- inbound.confrouting
- hours.confoffice hours
- queues.confsales, support
- crm-lookup.pycaller lookup
- sounds/greetings
- D/02
Caller recognition
When a call arrives, the number is looked up in your CRM before the phone rings. The agent’s screen opens the customer’s record, with open tickets and the last conversation, so nobody has to start with “who is this?”
Included
- A CRM lookup on every incoming call, in milliseconds
- The customer’s record opened on the agent’s screen
- Unknown numbers offered as a new contact
- Every call logged against the customer automatically
agi · crm-lookup.log $ tail -f /var/log/asterisk/crm-lookup.log
10:42:07 call +44 20 7946 0318 → DID 0100
10:42:07 lookup crm.example.com 38 ms
✓ match Nova Clinic · account A-2291 · VIP
10:42:07 route queue=account-mgr → ext 214
✓ popup ext 214 · ticket #8812 open
- D/03
Smart routing
Calls are routed by who is calling, using what your CRM already knows, instead of a phone menu. A key account reaches its manager, a customer with an open ticket reaches support, and every rule has a fallback for when nobody answers.
Included
- Rules based on CRM data: account tier, open tickets, language
- Direct routing to whoever owns the account
- Fallbacks when an agent is busy or away
- Rules your team can change without a developer
dialplan/routing.conf Caller Route to If no answer After VIP account Account manager Sales queue 20 s Open ticket Ticket owner Support queue 30 s Unpaid invoice Billing Support queue 30 s Known customer Last agent spoken to Sales queue 20 s Unknown number Sales queue AI agent 45 s - D/04
AI voice agents
An AI agent answers the calls you choose: after hours, overflow, or routine requests like bookings and order status. It works in your real systems, and when a caller needs a person it hands over with a written summary, so the caller never repeats themselves.
Included
- Speech recognition and a natural voice, in English or Persian
- Actions in your systems: book, check, cancel
- Hand-over to a person with a written summary
- A transcript of every call for review
call #20931 · transcript Hi, I need to move my appointment on Thursday.
Of course. I can see your 10:30 appointment at the Riverside branch. Would Friday at 11:00 or 15:30 suit you?
Friday at 11 is fine.
Done. You’re booked for Friday at 11:00, and I’ve sent a confirmation by text. Anything else?
No, that’s all. Thanks.
- D/05
Recording & analytics
Calls are recorded, transcribed and searchable, and kept only as long as your policy allows. Dashboards show how long people wait, which calls go unanswered and how calls end, so you plan staff and routing from facts.
Included
- Recording with retention and access rules
- Transcripts searchable by word, customer or agent
- Wait times, missed calls and outcomes per queue
- Daily and weekly reports by email
dashboard · support queue · today Calls answered
318
96% of 331
Average wait
0:24
target under 0:30
Missed calls
13
all called back
Handled by AI
41
9 passed to people
- D/06
Softphones & WebRTC
Your team calls from desk phones, a mobile app or a browser tab, all on the same extensions and queues. People working from home or on the road take calls exactly as they would at the office.
Included
- Desk phones provisioned automatically
- Mobile softphone apps with push notifications
- Browser calling over WebRTC, built into your CRM
- Encrypted signalling and audio (TLS and SRTP)
docs/telephony.mmd
- 01
Map the calls
Who calls, why, and where each kind of call should end up.
- 02
Design the flows
Routing, queues and AI hand-offs drawn up with your team.
- 03
Integrate
PBX connected to your CRM, numbers and trunks; tested with real calls.
- 04
Go live & tune
Cut over with no lost calls, then refine routing from real data.
A phone system project usually takes four to six weeks, including the switch-over. Your current numbers keep working throughout, and we move them only after the new system has handled test calls end to end.
- Week 1
We map who calls, why, where each call should end up, and what your CRM knows.
- Week 2
Routing rules, queues and AI hand-offs drawn up and agreed with your team.
- Weeks 3–4
The PBX built, connected to your CRM and trunks, and tested with real calls.
- Week 5
The switch-over, outside busy hours, with numbers moved and no lost calls.
- Week 6
Routing tuned from real call data, and training for your team.
The PBX configuration
The full configuration in your own Git, documented and reversible.
Numbers and trunks
Numbers and provider contracts in your name, with a backup trunk.
Routing rules
Every rule written down in plain language, and editable by your team.
Recordings and reports
Your recordings, transcripts and dashboards, on your own servers.
Credentials and access
Admin accounts and provider logins in your name, with our access removed at the end.
A tuning review
After a month, we review the call data with you and adjust the routing.
- Asterisk
- FreeSWITCH
- Issabel
- SIP trunks
- WebRTC
- IVR
- Speech-to-text
- CRM integration
Can we keep our current numbers?
Yes. Numbers and trunks move over, and callers won’t notice the switch.
Does the AI agent replace our staff?
No. It takes the routine calls and the after-hours load, and passes anything else to a person with full context.
Does it work with our CRM?
If it has an API, yes. If it doesn’t, we can build one or build you a better CRM.
How long does it take?
Four to six weeks for most businesses, including the switch-over. A small office without CRM integration can be live in two.
What happens if our internet goes down?
Calls fail over to a backup trunk or to mobile numbers you choose, set up and tested before go-live. Settings and recordings are backed up off the server.
Tell us what you are building.
Every project starts with a consultation: you bring the idea and everything you know, we turn it into a design you can build on.
Book a consultation