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CallingEdge Docs

Deployment modes

CallingEdge meets you where you are. Three deployment modes, pick the one that fits.

1. Overlay on an existing contact center or PBX

Section titled “1. Overlay on an existing contact center or PBX”

You already run a contact center (Cisco, Genesys, Five9, Teams, Amazon Connect, your own PBX). You want AI on top: AI answers, qualifies, books, transfers, or just routes.

  • We integrate to your platform using its own surface (SIP trunk, REST API, IAM role).
  • AI handles the conversation per the rules you set: all of it, part of it, or only on escalation triggers.
  • Your agents, your queues, your CRM, your recordings continue to work; we are an additional voice path through the same plumbing.

Setup pages: Cisco Webex CC, Cisco CUCM (SIP), Genesys Cloud, Generic SIP, Microsoft Teams (Direct Routing), Amazon Connect, Five9.

2. CallingEdge PBX (full call center, run by us)

Section titled “2. CallingEdge PBX (full call center, run by us)”

You do not have a contact center, or you want to retire one. We provide the whole stack:

  • SIP trunking + DIDs
  • IVR menus + prompt management (visual or YAML-authored flows)
  • Agent routing (skills, queues, overflow)
  • WebRTC dialer for browser-based agents (no softphone install)
  • Call recording (to our storage or straight to your S3 bucket)
  • Real-time monitoring + supervisor barge / whisper / takeover
  • Same normalized webhook stream as the overlay mode, so your CRM integration is identical

AI is optional: turn it on per queue, per workflow, or leave it off entirely and run a pure-human floor.

Setup: CallingEdge PBX.

3. Hybrid

Section titled “3. Hybrid”

Use CallingEdge PBX for some queues, overlay on your existing platform for others. Common when you are migrating off an old contact center but cannot cut over in one move.

The integration surface is identical across both modes, so your CRM integration, webhook handlers, and reporting do not change as you shift workloads.

How to choose

Section titled “How to choose”
You have…Best fit
A working CCaaS or PBX you want to keepOverlay
No contact center yet, or starting freshPBX
A legacy contact center you want to retireHybrid, then PBX
Strict on-prem / regulated requirement (PHI, PCI, gov)PBX, self-hosted variant

Talk to us if you are not sure: [email protected].