Discovery and call-flow map
Document numbers, departments, opening hours, languages, priorities, escalation rules and the current carrier or PBX.
Call center system design
Call center setup with clear queues, routing and operational control.
Plan an inbound, outbound or blended call center around your agents, working hours, customer journey, reporting needs and existing telecom environment.
IVR and queuesAgent groupsRecordingReporting path
Bitkrakens Control Planesignal stable
PBX Core
Users
SIP
IVR
Monitor
Layeredreliability plan
Scalablecapacity planning
Flexiblesupport options
Designed around the real call flow
Build the customer journey before configuring the platform.
A reliable setup starts with discovery. We map where calls enter, how they are identified, which agents can answer, what happens after hours and how missed calls are handled.
Configuration and testing
Configure IVR menus, queues, skills, wrap-up behaviour, recording, announcements and test cases before launch.
Handover and improvement
Provide an operating checklist, administrator guidance and a path for future reporting, integrations and reliability work.
Core capabilities
A practical foundation for support and sales teams.
The exact scope depends on your platform, carrier, compliance needs and agent workflow. The aim is to configure only the features that solve a real operational need.
IVR and self-service
Route callers by department, language, account type, working hours or other agreed business rules.
Queues and agent groups
Set queue priorities, skills, ring strategies, overflow destinations and reasonable wait handling.
Recording and quality
Plan recording, storage, access and retention around your legal and operational requirements.
Reports and supervision
Define the queue, agent and call outcome information managers need to review performance.
Migration without guesswork
Keep numbers, routes and business rules under control.
Moving from another PBX or carrier needs a staged plan. We identify dependencies before a cutover date is agreed.
What we review
- Phone numbers, SIP trunks and portability status
- Existing IVR, queues, recordings and business hours
- Agent devices, softphones, network and remote access
- CRM, ticketing or webhook requirements
- Security, backup and failure scenarios
What you receive
- Agreed call-flow and configuration scope
- Test plan for inbound, outbound and failover calls
- Cutover checklist and rollback considerations
- Administrator and support handover notes
- Optional monitoring and improvement roadmap
Common questions
Call center setup FAQ
Can an existing PBX be improved instead of replaced?
Often, yes. The first step is an audit of the current platform, call flow, carrier, licensing and technical limitations. Replacement is recommended only when the existing system cannot meet the agreed requirements safely or economically.
Can remote agents be included?
Remote agents can be planned using supported softphones, secure access, network checks and clear device requirements. The final design depends on the PBX, security policy and users' internet quality.
Do you provide CRM integration?
Integration may be possible through a supported connector, API or webhook. We first confirm the CRM, required actions, available documentation and data-security constraints.
What is needed for a useful quote?
Share the number of agents, countries, current PBX and carrier, monthly call volume, IVR and queue needs, recording requirements, integrations and support expectations.
Plan the call flow before buying more software.
Tell us your users, region, SIP trunk situation and support needs. We will reply with a practical setup path.