Call Center

The cc service (call control plane) plus freeswitch-cc/ (FreeSWITCH media + control-api) form the call center: the platform issues commands, the media plane executes, and events flow back signed with HMAC.

Capabilities

• Architecture: the cc service drives FreeSWITCH control-api over HTTP; the media plane runs its own compose stack for independent upgrades.
• Agents & queues: agents, skill groups, queue strategies (ring-all …), demo queues and load scripts.
• Blacklist & contacts: number blacklist, contact lookup wired to CRM (lookup has_crm).
• Reporting: totals / answered / answer rate / agent leaderboards, prefix-based rate tables.
• Media: SIP and browser WSS calls, recordings and media files (separate media component).

Configuration dependencies

• The control plane needs CC_FS_API_BASE pointing at control-api; without it call state / queue / report acceptance cannot be reached (fail closed, no fabricated data).
• The media plane (FreeSWITCH, SIP trunks, telephony media) is deployed separately and is not shipped in this repository.

Boundaries

• 🧪 Experimental line: APIs and schemas may still change.
• Real telephony media / carriers / external vendor onboarding are out of scope; full acceptance requires CC_FS_API_BASE and a media deployment.