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Call Center
版本发布、架构深度解析与语音 AI 实践。
2026年10月4日
Conferencing That Behaves: Rooms, REFER Joins and the Empty-Room Watchdog
Multi-party calling has a bad reputation because it's usually an IVR feature bolted onto a phone system: someone dials a magic number, everyone else fumbles with a PIN, and the room stays open forever after the last person leaves. RustPBX treats conferences as
阅读全文2026年10月4日Rust Telephony
Presence & Busy-Lamp: Knowing Who's Available Before You Dial
Presence looks trivial — "is this person on a call?" — until you try to make it consistent. Is an agent 'busy' because of a live call, a wrap-up state, or a DND toggle? Does a colleague on another PBX node see the same thing? And does the state survive a resta
2026年10月4日AI Customer Service
Transcription Built Into the Call Path: Plans, Live Streams and Wrap-Up Notes
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 cal
2026年10月3日Call Center
RustPBX Basics: Queues & ACD — Fairness, Priority, and the Overflow Ladder
Queues are where callers decide whether your company has its act together. The ACD (Automatic Call Distribution) engine has to balance three promises: fairness (first come, first served), priority (VIPs really do go first), and escape (nobody waits forever). H
2026年10月3日Rust Telephony
RustPBX Basics: Reports — Answering the Boss Without a Data Team
"So, how were calls this week?" — the question arrives weekly, and answering it should not require a data pipeline. RustPBX ships a reporting layer that reads your CDRs and answers in tables, charts, and CSVs, from both the console and an API.
2026年10月3日CRM Integration
Screen-Pop Done Right: CRM Records on the First Ring, Not After Transfer #3
"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 reache
2026年10月2日Call Center
Smarter Queues, Real Outbound Lines, and Reports That Match How CC Teams Think
A contact center lives or dies by two moments: what happens when there's no free agent, and what the supervisor sees when things go sideways. The latest RustPBX contact-center addon reworks both — plus a set of agent-facing features that close the gap between
2026年6月2日Rust Telephony
Running a Call Center on RustPBX
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