High-capacity contact centre
A mission-critical contact centre built as part of a crisis-management deployment, sized for peak load with no tolerance for dropped calls.
Phone systems that cost less than the lines they replace.
Software-defined IP PBX, IVR and contact-centre infrastructure — running on the same hardened network we built for you, integrated with the systems your team already uses.
The problem
Legacy analog lines are billed per line, per month, forever, and every change request means an engineer visit. Calls are not logged anywhere useful, nobody can tell you how long the average customer waited, and the phone system has no idea who is calling even though your CRM does. It is one of the largest recurring costs in a business that nobody re-examines.
What we do about it
We move voice onto software-defined IP telephony hosted on your own infrastructure. Extensions, call groups, IVR menus and call recording become configuration rather than hardware. Because it runs on the network we hardened — on its own isolated VLAN — call quality is protected from whatever else the office is doing, and the platform can talk to your CRM, your ticketing system and your automation layer.
How we work
From first site visit to handover.
01
Call-flow audit
We map how calls actually move through the business today, including the informal routes nobody documented.
02
Numbering and trunk design
Extensions, departments, out-of-hours behaviour and SIP trunk capacity are designed against real call volume.
03
Voice VLAN and QoS
Voice gets its own isolated segment with quality-of-service rules, so a large file transfer cannot degrade a customer call.
04
IVR and contact-centre build
Menus, queues, hold behaviour, recording and reporting are configured and tested against real scenarios before go-live.
05
Integration and cut-over
CRM lookups, call logging and automation hooks are wired in, then numbers are ported with the old system still live as a fallback.
What you get
Recurring cost falls immediately
Per-line rental disappears. Adding an extension becomes a configuration change instead of a site visit and an invoice.
Calls become data
Volume, wait time, abandonment and outcome per agent are visible — usually for the first time in the company’s history.
It knows who is calling
Integrated with your CRM, the system can route a known customer to the person who handled them last, with their record already open.
Equipment & stack
- Telephony platforms
- Yeastar IP PBX and compatible SIP infrastructure
- Endpoints
- Fanvil and equivalent desk handsets, plus softphones on mobile and desktop
- Integration
- REST and webhook links into CRM, ticketing and n8n workflows
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- FreePBX
- 3CX
- Fanvil
- Yeastar
In the field
Multi-branch extension plan
Branches on one dial plan, calling internally at no cost, with out-of-hours calls following a documented escalation path instead of ringing out.
Questions we get asked
Do we have to change our phone numbers?
No. Existing numbers are ported. We keep the old system live in parallel until the port completes and the new platform has been verified, so there is no window where a customer cannot reach you.
What happens to calls if the internet drops?
Internal extension-to-extension calling continues, because the PBX is on your own server inside the building. External calls fail over to the secondary WAN, and if both are down the system can divert to mobile numbers automatically.
Can it connect to the CRM we already use?
If your CRM has an API or supports webhooks — which nearly all do — yes. We build the integration layer rather than asking you to replace working software.
Voice quality is a network property. This service assumes the segmentation and QoS work described under Networking.
Next step
Tell us the problem, not the product.
Send the constraint you are actually stuck on — a floor plan, a network that keeps dropping, a process nobody wants to do by hand. An engineer reads it and replies.