Static IVR trees handle “press 1 for sales.” They don’t handle “look up this caller’s open tickets, read the balance, and route on both.” Step IVR hands each call step to your own service, which answers with the next action — dynamic logic with the PBX still owning media, recording, and CDRs.
Transcription is usually bolted on after the fact: record the call, upload it somewhere, run ASR, reconcile the text back to the call id by filename. It works until someone asks “what did the customer say during the call?”
RustPBX puts transcription in the call path, per call, with the policy you specify.
Every PBX has an IVR. The differences that matter: how flows are authored, how they branch on time and data, and how easy it is to hand a call to an external brain when menus stop being enough. Here’s the RustPBX toolbox, inside-out.
The requirement behind half the AI-telephony pitches: “let an LLM answer the simple calls, and hand complex ones to a human — without throwing away the phone system we already run.” Most stacks make you choose between a bolt-on bot platform (its own SIP island, its own CDRs) and a rewrite. RustPBX treats the bot as a first-class resident instead. Here’s the architecture, and specifically how the human handoff stays clean.
A contact center is more than a PBX with queues. It needs skill-based routing to send calls to the right agent, real-time monitoring for supervisors, wrap-up time for agents to finish notes, and overflow logic to prevent callers from waiting forever.
RustPBX’s CC (Contact Center) addon provides all of this out of the box. This post walks through setting up a functional call center – from skill groups to supervisor monitoring.
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