Call Center Platform

Miuda Call Center is an AI-powered contact center solution built on top of RustPBX and Active Call.

Overview

The Call Center platform combines traditional ACD (Automatic Call Distribution) with modern AI capabilities:

Smart queuing — skill-based routing, priority queues, overflow handling
AI-assisted agents — real-time transcription, suggested responses, auto-summarization
IVR & voice bots — build self-service flows with LLM-backed natural language understanding
Supervisor tools — live monitoring, call barge-in, whisper coaching
Analytics — agent performance, queue KPIs, CSAT scoring

Architecture

Inbound call
     │
     ▼
  IVR / Bot ──► LLM (intent detection)
     │
     ▼
  ACD Queue ──► Agent Desktop
                    │
                    ▼
              Active Call SDK (ASR/TTS)

Key Concepts

Concept	Description
Queue	A waiting room for calls pending agent assignment
Skill	A capability tag assigned to agents and queues
Campaign	An outbound dialing list with a schedule
Wrap-up	Post-call work time before an agent becomes available again

Getting Started

Deploy RustPBX with the call center configuration profile
Create queues and assign skills
Register agent SIP endpoints
(Optional) Connect an Active Call bot for IVR or AI assist

Detailed setup is covered in the following sections.