LIVE OPERATIONS
Customer workspace
READY FOR CALLS
Extension 101Customer Support queueAGENT AVAILABLE
Ready for the next customer
Your browser phone is registered to Asterisk and you are currently available in your assigned queues.
INCOMING CALL
+1 (780) 555-0142
Possible Evolve customer match
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.
***-***-0142
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
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
Account activity
LIVE CALL - TRANSFER
Transfer the customer
Choose an internal extension or queue. Blind transfer sends the call immediately.
Internal teams
CUSTOMER ON HOLD
Jay Example is hearing Evolve hold audio
Call duration 06:48 • Hold duration 00:32
CREATE CASE
Open a support ticket
The ticket will be linked to this verified customer and Call ID.
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.
INFRASTRUCTURE
PBX health
Asterisk, WebRTC, SIP trunk and media status.
AMI connected • 7 active channels
5 registered browser extensions
Inbound/outbound route operational
UDP 10000-20000 • audio flowing
Call path
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.
Select client
Search an existing customer, or create a new Evolve customer record.
Core account profile
Identity and contact fields. Requires Core Edit permission.
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.
ACCESS CONTROL
Client editor permissions
Choose exactly which staff can manually add or change client information.
Staff access matrix
Changes take effect on the staff member's next request and are recorded in the audit log.
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 healthyConnector policy
PHONE SYSTEM
PBX & carrier administration
TollFreeForwarding.com inbound, VoIP.ms outbound, extensions, queues, IVR and business-hour routing.
Carrier routing
IVR menu
SYSTEM SETTINGS
Branding & call-center settings
Evolve Network visual identity and operational defaults.
Evolve Network identity
