TeleCenter
A VoIP phone system for a call centre: queues, agents and the wallboard.
Telenaas already carries calls and the help desk already holds tickets. Neither is a call centre. What makes one is a queue that knows who is available, hands a call to exactly one of them, and measures what happened — so this is that, and nothing else. Three things it does that a switch with a hunt group does not. Wrap-up is a real state, so somebody who has just taken a complaint gets the seconds they were promised before the next call. One call reaches one headset, enforced in the database rather than hoped for. And the service level is measured from what happened against a promise the customer chose, so nobody is reporting an average that flatters the afternoon.
For a business
Run an inbound team on the same platform as your numbers, your chat and your help desk — one address book, one bill, and a wallboard that says what is happening now.
Build on it
Every endpoint sits under /api/v1/telecenter, and every agent tool is
named telenaas_telecenter_*. A key scoped to TeleCenter reaches those and nothing else — reads included.
What it is billed on
center.minutes — carried media, not seats. Adding somebody to the team does not add to the bill.