Integrations

Asterisk contact center integration

Asterisk is the foundation of CONTACT.WORK telephony. If you already run an Asterisk PBX, we connect it to the platform with our own connector: calls show up in monitoring and reports, the customer record opens for the agent with each call, and recordings go to your CRM and speech analytics. If you don't have a PBX yet, we set up Asterisk along with the platform – in our cloud or on your hardware.

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CONTACT.WORKIncoming calldemo data

Incoming call+7 900 000-00-15 · Sales

00:42

CustomerJohn Sample

DealDeal #1024

OwnerAnna

SourceWebsite

Open in CRMTransfer

CONTACT.WORKCall controldemo data

Anna, ext. 5118 · on call 1:47

Consultative transfer · to supervisorconnected

Transfer to office · 3 numbers in turn2nd answered

After-call work · remove from “Delivery” and “Returns” queuesscheduled

Click-to-call · from customer recorddone

CONTACT.WORKMonitoringdemo data

OverviewQueuesConversationsCallsReports

In queue12

Service level91%

Available8

Sales4

Support7

VIP1

2015connector releasedStill actively developed

$0Asterisk license feesOpen-source license

All PBXsin one systemShared queues and reports

Cloudor your serverWherever suits you

Capabilities

What you get with Asterisk

Calls visible in the platformQueues, wait times, answers, and transfers from your Asterisk go straight into monitoring and reports.

Customer record on every callThe record opens with the call: the customer's name, deals, and past inquiries from your CRM.

Recordings in your CRM and analyticsCalls are stored with a backup copy and available from the customer record and in speech analytics.

Calls from your own softwareCall customers and transfer calls from your CRM, website, or app – through the connector API.

Examples

Three ways to connect Asterisk

The right option depends on the telephony you already have: one Asterisk PBX, none at all, or several PBXs across branches.

We connect your Asterisk

Your PBX keeps running: numbers, carrier lines, and the IVR stay the same. We install the connector alongside it, and agents start taking calls in CONTACT.WORK – with queues, statuses, the customer record, and reports.

No changes to your PBX
Agents work in the platform
Reports on every call

CONTACT.WORKPBX connectiondemo data

Your Asterisk is connected to CONTACT.WORK

Numbers+7 495 000-00-00, 8 800 000-00-00unchanged

IVRyour menu options and greetingunchanged

Connectorcall events and commandsconnected

Agents12 people in the CONTACT.WORK windowon the line

Option 1 of 3

We install a new Asterisk

If you have no PBX or the old one is due for replacement, we install Asterisk along with the platform. We set up carrier SIP trunks, queues, the IVR, and protection against hacking.

SIP trunks, fully set up
IVR and queues ready
Protection against hacking

CONTACT.WORKNew PBXdemo data

New Asterisk PBX · launched with the platform

SIP trunkcarrier, 30 linesconnected

Numberslocal and toll-freeported

IVRthree options and after-hoursconfigured

QueuesSales and Supportconfigured

Securitypassword brute-force blockingon

Option 2 of 3

We connect several PBXs

If you have several PBXs – by city or branch – the connector links to all of them at once. Calls from every PBX come into one platform with shared queues and agents, and managers see the whole network in one monitoring view and one set of reports.

Branches and cities together
One shared call queue
One monitoring view for the network

CONTACT.WORKAsterisk PBXsdemo data

Three PBXs – one “Support” queue

New Yorkhead office · 64 callsconnected

Chicagobranch · 21 callsconnected

Denverbranch · 17 callsconnected

Total9 calls in queue, 6 agents freecombined

Option 3 of 3

The connector is the same in every option, so agents and managers won't notice any difference.

How it works

What links Asterisk and the platform

Connector

Real-time data exchange

The connector receives events for every call from Asterisk and sends it commands: transfer a call, dial a number, add an agent to a queue or remove them. All of this happens during the call, not as a scheduled export.

Calls and statuses in real time
Commands from the interface
No scheduled exports

CONTACT.WORKAsterisk eventsdemo data

What the connector sees · call +1 (555) 010-0115

10:02:11New call to a local number

10:02:14Caller picked “2 – delivery” in the menu

10:02:15Entered the “Delivery” queue, waiting 0:18

10:02:33Anna answered, ext. 5118

10:05:45Call ended, 3:12 – sent to reports

Routing

Routing calls by CRM data

During a call, Asterisk asks the platform where to send it: to the assigned account manager, to one of the queues, or to the IVR. The call record shows which key the caller pressed.

Account manager by caller number
Queue by IVR choice
IVR answers in the call record

CONTACT.WORKCall routingdemo data

Incoming call · +1 (555) 010-0115

Asterisk asksWho's calling and where to route them?

The platform findsVector LLC, account manager – Anna

Menu choice“2 – delivery” – shown in the call record

DecisionCall goes straight to ext. 5118, no general queue

Recordings

Where recordings are stored

Recordings are kept on the Asterisk server and backed up to NAS storage. You listen in the built-in player, your CRM gets a link to the call on the customer's record, and the call data feeds speech analytics. In all-party consent states, begin calls with a short recording announcement.

Copy in NAS storage
Player with a waveform
Data for speech analytics

CONTACT.WORKCall recordingsdemo data

Recording · +1 (555) 010-0115 · Anna, ext. 5118 · 3:12

Storagerecording server next to Asteriskyes

CopyNAS backup storageyes

CRMlink in customer recordadded

Analyticssent for transcriptionsent

Setup

How we connect Asterisk to the platform

01DiscoveryWe review your Asterisk version, numbers, routes, and IVR.
02PBX accessWe create an AMI account and allow AGI requests from the connector.
03ConnectorWe deploy the connector next to the PBX and link it to the platform.
04AgentsWe set up agents, queues, and routing rules in CONTACT.WORK.
05RecordingsWe set up recording storage and delivery to your CRM and speech analytics.
06Go-liveWe move the line to the platform and check reports against the Asterisk log.

Requirements

What Asterisk integration requires

Asterisk: Your running PBX or a new one we install
Access: AMI and AGI access for the connector
Connectivity: SIP trunks from your telephony providers
Recordings: Disk space for recordings, optionally a NAS
Hosting: Our cloud or your own servers
Cost: Work billed in support and development hours under your plan

Preparation

What to prepare for connecting Asterisk

Which Asterisk version?The version, which server it runs on, and who maintains it now.

Who is the PBX administrator?The person who will give the connector AMI and AGI access.

Which numbers and trunks?Which providers carry your calls and which numbers you use.

Which queues and IVR?How your IVR, queues, and transfers to the office are set up today.

Where to store recordings?Disk space for recordings and whether you need a NAS backup.

Which CRM do you use?Where to send calls and recordings and where to look up customers.

Q&A

Frequently asked questions

Will our Asterisk work if it's been running for years?

Usually it will: the connector needs AMI enabled. We check the version and settings during discovery and recommend an upgrade if needed.

Can office staff keep their usual phones while agents move to the platform?

They can. Office staff stay on their phones and extensions on the same PBX, and contact center agents move to CONTACT.WORK.

Can we call through Asterisk right from our CRM?

You can. The connector has an API: your CRM, website, or app sends a command, and Asterisk connects the agent and the customer. Calls are transferred and ended the same way.

API and protocols →

How is Asterisk connected to the CRM?

Through the platform: it receives the call from Asterisk, finds the customer record in your CRM, and writes the call outcome and the recording link there.

CRM integrations →Speech analytics →

Will you take over support of our running Asterisk?

We will: we review the configuration, fix vulnerabilities and routing errors, and then support the PBX alongside the platform.

How much does Asterisk integration cost?

Asterisk itself is free for any number of users. Connecting it is covered by your support plan, and routing setup and customizations are billed in development hours. Contact us for pricing.

Pricing →

Show all questions (6)

Glossary

Terms on this page

IP PBX: A company phone system that runs over the internet and your local network. Learn more →
Connector: A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
CRM – customer relationship management: Where a company keeps its customers, deals, and full communication history. Learn more →
IVR (interactive voice response): A phone menu: the caller hears a greeting and picks the right department. Learn more →
Speech analytics: The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Customer record: The screen of customer data an agent sees during a conversation. Learn more →
Cloud deployment (cloud): The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
NAS (network attached storage): Network storage: separate disks that servers reach over the network. Learn more →
AMI – Asterisk Manager Interface: The channel where Asterisk reports calls and takes commands. Learn more →
Backup: Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
API (application programming interface): The way programs exchange data with each other without a person in the loop. Learn more →
SIP trunk: A phone line from the carrier over the internet instead of a wire. Learn more →
SIP (Session Initiation Protocol): The protocol that sets up calls in IP telephony. Learn more →
AGI – in-call decisions in Asterisk: How Asterisk asks an external program what to do during a call. Learn more →
Call routing: Rules the system uses to decide who gets a call. Learn more →
Call queue – callers waiting to be answered: Callers waiting for an available agent. Learn more →
Hosting: You rent a server from a provider instead of buying one. Learn more →
On-premises deployment: The system runs on the company's own servers, not in the vendor's cloud. Learn more →

Blog

Fresh from the blog

All articles →

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Updated: November 11, 2026