LIVE OPERATIONS
Customer workspace
PHONEConnecting...
JE
☎
READY FOR CALLS
Extension 101Customer Support queuePBXConnected
QueueCustomer Support
Call time00:00
1
CallAnswer
2
AccountMatch
3
VerifyEmail code
4
AssistResolve
5
Wrap-upDisposition
✓
AGENT AVAILABLE
Ready for the next customer
Your browser phone is registered to Asterisk and you are currently available in your assigned queues.
EXTENSION101
PRIMARY QUEUECustomer Support
CALLS TODAY14
AVG. HANDLE TIME08:42
☎
INCOMING CALL
+1 (780) 555-0142
Possible Evolve customer match
QueueCustomer SupportWaiting00:18Called numberMain Support
STEP 2 - ACCOUNT
Confirm the customer account
Caller number matched an account. Confirm or search before starting verification.
STEP 3 - IDENTITY PRE-CHECK
Confirm basic account information
These checks allow the email code to be sent. They do not unlock the account.
JB
Jay ExampleEVO-000184 • Customer since 2024
j••••@evolvecustoms.ca
***-***-0142
***-***-0142
Email verification is still required. A caller cannot access protected customer information using these answers alone.
STEP 3 - EMAIL OTP
Verify the caller
Send a one-time code to the email already registered on the account. The caller reads it back to you.
✉
Registered email
j••••@evolvecustoms.caThe representative does not change the destination during verification.
Expires in 10 minutes • Maximum 5 attempts • One-time useCUSTOMER READS THE CODE
Enter verification code
5 attempts remainingWaiting for code
Ask the customer to read the six digits exactly as shown in their email.
If the customer says they did not initiate this call or someone else asked them for this code, stop verification and escalate as a security concern.
✓
Customer verifiedEmail OTP • This call only • Session expires in 29:42
JB
EVO-000184
Jay Example
Personal account • Active since Aug 2024
Connected services
Recent activity
Evolve services
Synced customer records available to this agent role.
| Application | Service | Status | Reference |
|---|
Invoices
| Invoice | Date | Amount | Status |
|---|---|---|---|
| INV-10842 | Sep 12, 2026 | $24.99 | Paid |
| INV-10491 | Aug 12, 2026 | $24.99 | Paid |
Support cases
EVT-284109 • Hosting connectivityTechnical • Updated 18 minutes ago
OpenEVT-281770 • Billing receipt requestBilling • Updated yesterday
Pending customerAccount activity
LIVE CALL - TRANSFER
Transfer the customer
Choose an internal extension or queue. Blind transfer sends the call immediately.
Internal teams
Ⅱ
CUSTOMER ON HOLD
Jay Example is hearing Evolve hold audio
Call duration 06:48 • Hold duration 00:32
While the customer is on holdReview the account, contact another team, or document troubleshooting. Do not leave the customer on hold longer than necessary.
CREATE CASE
Open a support ticket
The ticket will be linked to this verified customer and Call ID.
Linked customer Jay ExampleLinked call EV-260929-4317Verification Email OTP
STEP 5 - AFTER CALL WORK
Complete the interaction
Finish documentation before returning to the queue.
TELEPHONY
Queue operations
Live Asterisk queue state and agent availability.
Live queues
| Queue | Waiting | Available | On call | Avg. wait | Longest |
|---|---|---|---|---|---|
| Customer Support | 2 | 2 | 1 | 00:42 | 01:24 |
| Technical Support | 2 | 1 | 1 | 01:17 | 02:18 |
| Billing | 0 | 1 | 0 | 00:21 | — |
| Sales | 0 | 1 | 0 | 00:18 | — |
TELEPHONY
Voicemail & after-hours
Calls that reached Evolve while agents were unavailable or the office was closed.
+1 (587) 555-0188After Hours mailbox • 00:42 • Today 3:14 AM
New
+1 (780) 555-0171General mailbox • 01:16 • Yesterday 9:52 PM
New
+1 (403) 555-0110Support queue timeout • 00:28 • Sep 27 6:43 PM
Handled
INFRASTRUCTURE
PBX health
Asterisk, WebRTC, SIP trunk and media status.
ASTERISKOnline
AMI connected • 7 active channels
WEBRTCWSS available
5 registered browser extensions
SIP TRUNKCarrier registered
Inbound/outbound route operational
RTP MEDIAHealthy
UDP 10000-20000 • audio flowing
Call path
Forwarded numberExisting public number
→VoIP carrier / DIDSIP ingress
→Asterisk PBXIVR + routing
→Evolve queueSupport / billing / technical
→Browser agentWebRTC extension
CUSTOMER DATA
Customer directory
Search and review Evolve customer identities. Sensitive details remain permission-controlled.
Customer accounts
| Customer | Evolve ID | Services | Status | Last contact | |
|---|---|---|---|---|---|
| Jay Example j••••@evolvecustoms.ca | EVO-000184 | 6 | Active | Today | |
| Jamie Example j••••@example.ca | EVO-000391 | 3 | Active | Sep 28 | |
| Alex Morgan a••••@example.ca | EVO-000522 | 2 | Review | Sep 27 |
AUTHORIZED CLIENT MANAGEMENT
Client record editor
Authorized staff can add or update customer information without changing unrelated synced source data.
Permission controlled
Select client
Search an existing customer, or create a new Evolve customer record.
Core account profile
Identity and contact fields. Requires Core Edit permission.
Every change is audited.
Tags & account flags
TAGS
ACCOUNT FLAGS
Manual customer records
Add account, service, billing, technical or custom records.
Custom fields
Create extra data fields for this customer without changing the database schema.
Important: manual records are clearly marked as Call Center data. They do not overwrite Evolve Hosting, Billing, Cloud, Mail or other source systems unless an authorized write connector is configured for that sync target.
ACCESS CONTROL
Client editor permissions
Choose exactly which staff can manually add or change client information.
Role defaults apply first. The switches below create per-staff overrides, allowing you to grant or revoke individual client-management capabilities without changing their main staff role.
Staff access matrix
Changes take effect on the staff member's next request and are recorded in the audit log.
Loading staff permissions...
SUPPORT OPERATIONS
Ticket center
Cases created from phone, email and connected Evolve services.
| Ticket | Customer | Department | Priority | Status | Updated |
|---|---|---|---|---|---|
| EVT-284109 | Jay Example | Technical Support | High | Open | 18 min ago |
| EVT-284102 | Jamie Example | Billing | Normal | Waiting customer | 1h ago |
| EVT-284084 | Alex Morgan | Security | Urgent | Escalated | 2h ago |
TELEPHONY
Call history
Inbound, outbound, transferred and missed interactions tied to Call IDs.
| Call ID | Direction | Caller | Queue | Agent | Duration | Outcome |
|---|---|---|---|---|---|---|
| EV-260929-4317 | Inbound | +1 *** *** 0142 | Customer Support | Ext. 101 | 11:42 | Resolved |
| EV-260929-4316 | Outbound | +1 *** *** 9021 | Billing | Ext. 104 | 04:28 | Callback |
| EV-260929-4315 | Inbound | +1 *** *** 0188 | Technical | — | 00:42 | Voicemail |
SECURITY & COMPLIANCE
Audit log
Immutable operational trail for verification, account access and staff actions.
| Time | Actor | Action | Customer / Call | Result | Source |
|---|---|---|---|---|---|
| 05:41:34 | Jordan Ellis | Customer verification | EVO-000184 / EV-260929-4317 | Success | Email OTP |
| 05:42:10 | Jordan Ellis | Viewed billing | EVO-000184 | Allowed | Role policy |
| 05:43:27 | Jordan Ellis | Created ticket | EVT-284109 | Success | Call Center |
| 05:44:52 | System | Verification session revoked | EV-260929-4317 | Completed | Call ended |
EVOLVE ECOSYSTEM
Connected applications
Central connector health for customer data exposed to the Call Center.
Production connectors
● 6 healthyEvolve HostingPterodactyl / BillingConnected
Support DeskTickets + historyConnected
Evolve CloudAccount metadataConnected
Evolve MailMailbox status onlyConnected
CampusTraining recordsConnected
StaffZoneStaff identityConnected
Connector policy
Call Center connectors expose only approved customer-support fields. Private email content, cloud files, credentials and unrelated staff data remain inaccessible unless a separate authorized workflow exists.
HiringApplication statusNeeds key
Interview CalendarAppointment stateNeeds key
PayrollRestrictedDisabled
PHONE SYSTEM
PBX & carrier administration
TollFreeForwarding.com inbound, VoIP.ms outbound, extensions, queues, IVR and business-hour routing.
Carrier routing
Inbound • TollFreeForwarding.comSIP → Evolve PBXIP allowlist
Outbound • VoIP.msvancouver.voip.msSetup required
Outbound Caller IDVerify in VoIP.msSetup required
Dial policyCanada / US NANP onlyRestricted
IVR menu
Press 1Customer SupportQueue
Press 2Technical SupportQueue
Press 3BillingQueue
Press 4SalesQueue
Press 0OperatorQueue
Provider split: inbound calls stay on TollFreeForwarding.com and terminate on the Evolve PBX over SIP. Outbound browser calls leave Asterisk through VoIP.ms. Emergency and international dialing are disabled until explicitly configured.
SYSTEM SETTINGS
Branding & call-center settings
Evolve Network visual identity and operational defaults.
Evolve Network identity
Master palette: Midnight Navy #090740 • Electric Blue #0687FA • Neon Violet #5C07CC • Ice White #E3DAFB.
Call-center defaults
Verification6-digit email OTPRequired
OTP expiry10 minutes5 attempts
Verified session30 minutes / call boundSecure
Call recordingPolicy-controlledReview