The RWI (Real-time WebSocket Interface) is RustPBX’s control plane for external software: a command/event protocol over a single WebSocket that a CTI panel, CRM, or AI agent can hold open for the life of a shift. This is the practical guide — what the protocol looks like, what arrives on it, and the details that matter in production.
No PBX stays stock. Sooner or later a call needs a CRM lookup, an event needs to reach another system, or a bot needs to hang up on command. RustPBX’s extension surface has three layers — choose by direction: decisions in, events out, and control both ways.
“When a customer calls, we want their CRM record on the agent’s screen before they answer.” — the most common call-center integration request, and the one that breaks most often. The pop works on the first ring, dies on transfer #3, data sometimes never reaches the queue, and agents resort to manual search.
This post covers how RustPBX solves it, and why the details matter.
Ride-hailing apps, delivery platforms, and marketplaces all share a common requirement: connect two parties on a phone call without revealing their real numbers. This is the classic privacy number (AX/NXA) use case.
RustPBX’s SBC addon includes a JSON-RPC router that makes this straightforward. Every incoming call can query your backend API, get the real destination, rewrite the numbers, and connect the call – all in real time.
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