Integrations
FreeSWITCH contact center integration
FreeSWITCH is an open-source phone switch that handles heavy call volume, so companies choose it for high-traffic lines and high-volume outbound dialing. We connect it to CONTACT.WORK in one of three ways: FreeSWITCH takes calls and passes them to Asterisk with our connector, runs outbound campaigns, or serves as the main switch itself – then the connector links to it directly. In every setup, CONTACT.WORK agents answer the calls, managers see call outcomes, and your CRM receives them automatically.
Carriercall to 800-555-0100SIPFreeSWITCHtook the call and passed it onentryAsterisk“Support” queue, Anna answeredon callCONTACT.WORKrecord, recording, and summary in CRMdoneCapabilities
What you get with FreeSWITCH
Examples
Three ways to connect FreeSWITCH to your contact center
We choose the setup together with you, based on the job FreeSWITCH already does in your telephony.
FreeSWITCH at the entry point, Asterisk behind it
Calls from your carriers still arrive at your FreeSWITCH, and it passes each call over SIP to the Asterisk connected to the platform. From there the usual setup takes over: queues, agents, the customer record, recordings, and reports.
- No changes to FreeSWITCH
- Linked to Asterisk over SIP
- The contact center works as usual
FreeSWITCHcarrier numbers and trunksno changeLinkSIP trunk to contact center AsteriskconfiguredAsteriskagent queues and connectorrunningAgents24 people in CONTACT.WORKon the lineFreeSWITCH for high-volume outbound dialing
FreeSWITCH dials hundreds of numbers at once and passes customers who answer to Asterisk – into the agent queue. The platform sees the result for every number and adds it to the report. Dial only contacts who have given consent, within allowed calling hours, and screen numbers against the Do Not Call list.
- Hundreds of simultaneous calls
- Customers who answer go to agents
- A report on the whole list
FreeSWITCHdials 600 numbers at oncein progressReplied4,210 people answeredconnect rateAsterisklive answers – to the agent queuehanded offCONTACT.WORKresult for every number in the reportdoneFreeSWITCH as the contact center's main switch
The CONTACT.WORK connector links to FreeSWITCH with no middleman: it receives call events and sends the switch commands – transfer a call, put it in a queue, connect it to an agent. On the platform side, nothing changes: monitoring, reports, the customer record, and the CRM work as before.
- Connector linked directly to FreeSWITCH
- Call events and commands
- The platform works as usual
Eventscalls and statuses come from FreeSWITCHreceivedCommandstransfers, queues, click-to-callrunningPlatformmonitoring, reports, CRMas usualAgents18 people on the linerunningSetups 1 and 2 can be combined: one FreeSWITCH switch both takes inbound calls and runs outbound dialing.
How it works
How FreeSWITCH connects to the platform
Link
FreeSWITCH passes the call to Asterisk
In setups 1 and 2, a SIP trunk is set up between FreeSWITCH and Asterisk. When a call reaches Asterisk, the connector sees it and reports to the platform: who is calling, which queue, who answered.
- SIP trunk between the switches
- The connector sees the call
- Number and line are preserved
TrunkSIP between FreeSWITCH and AsteriskconnectedCall+1 (555) 010-0115 to the toll-free linearrivedNumber and linepassed along with the callsavedConnectorcall in “Support” queuevisiblePlatform
The call in reports and your CRM
The call record and reports show a call that came through FreeSWITCH: the number, time in queue, the agent, the recording, and the outcome. Your CRM doesn't care which switch the call came through.
- Wait time and agent
- Call recording
- Outcome in your CRM
Logintoll-free number, taken by FreeSWITCHsentQueuewait 0:24, answered by Annain reportBookingon call 3:12in CRMSummary"Delivery rescheduled"in CRMHosting
Where the setup runs
Your FreeSWITCH stays where it is. We put the platform and Asterisk wherever suits you: in our cloud or on your servers. We set up the link between the switches during onboarding.
- Your FreeSWITCH stays in place
- Our server or yours
- A link between the switches
FreeSWITCHon your server, as nowon-siteAsteriskCONTACT.WORK cloud or your serveryour choicePlatformnext to Asteriskyour choiceChannelSIP trunk between PBXsconfiguredSetup
How we connect FreeSWITCH
- 01DiscoveryWe review your FreeSWITCH setup: numbers, trunks, IVR, and load.
- 02Choosing a setupWe decide where FreeSWITCH works best: at the entry point, on outbound dialing, or as the main switch.
- 03LinkWe set up a SIP trunk to Asterisk or connect the connector to FreeSWITCH directly.
- 04AgentsWe set up agents and queues and define call routes.
- 05TestingWe call through FreeSWITCH and check the calls in platform reports.
- 06Go-liveWe move the line to the new setup and monitor it closely for the first few days.
Requirements
What FreeSWITCH integration requires
- FreeSWITCH
- Your running switch and access through its administrator
- Asterisk
- For setups 1 and 2 – Asterisk with the connector, ours or yours
- Connectivity
- A SIP trunk from your switch to Asterisk
- Setup 3
- A connector configured for your FreeSWITCH setup
- Hosting
- A CONTACT.WORK cloud server or your own
- Cost
- Setup work billed in hours under your plan
Preparation
What to prepare for connecting FreeSWITCH
Q&A
Frequently asked questions
Which switches does the connector work with?
Asterisk and FreeSWITCH. The platform was originally built around Asterisk, and the connector links to FreeSWITCH directly, so FreeSWITCH works both alongside Asterisk and on its own.
Why is FreeSWITCH useful for a contact center?
It handles heavy load: many concurrent calls and high-volume outbound dialing. So we put it where that load is – where calls enter your network or on outbound dialing.
Can we run only FreeSWITCH, without Asterisk?
You can: in setup 3 the connector links to FreeSWITCH itself, and agents and reports work unchanged. We define the scope of work based on your setup.
Do calls through FreeSWITCH reach the CRM?
They do. The connector passes the call to the platform – through Asterisk or directly from FreeSWITCH – and the platform saves the call outcome and a recording link to your CRM.
How much does FreeSWITCH integration cost?
FreeSWITCH itself is free. Connecting it is billed under your support plan, and the scope depends on the setup and your configuration. Contact us for pricing.
Glossary
Terms on this page
- 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 →
- SIP (Session Initiation Protocol)
- The protocol that sets up calls in IP telephony. Learn more →
- SIP trunk
- A phone line from the carrier over the internet instead of a wire. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- Hosting
- You rent a server from a provider instead of buying one. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Call recording
- Calls are saved so they can be replayed and disputes settled. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- Data center
- A building with servers, backup power, cooling, and network links. Learn more →
- IP PBX
- A company phone system that runs over the internet and your local network. Learn more →
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