This path builds an AI-native contact center where AI and human agents work one shared queue: calls arrive on your trunks, an IVR routes them, the ACD picks an agent (AI or human), and warm handoff moves a live call between them. The sidebar now shows just these steps — follow them with Next.

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What you’ll build

Carrier connectivity and numbers, a visual IVR flow, skill-based routing across AI + human agents, third-party call control (CSTA CTI) for agent workstations, warm/consultative handoff, and live wallboards — with multi-node availability.
1

The blueprint

Building AI-native contact centers — the shared-queue model, agent desktop, IVR, and supervisor tools.
2

Connect the phone network

SIP trunking and number provisioning.
3

Route the calls

PBX / ACD integration — skills, queues, and the routing brain.
4

Drive it from an ISV app (CSTA)

CTI overview, call control, and agent state.
5

Hand off & watch

AI-to-human handoff and production dashboards.
6

Make it resilient

High availability across multiple nodes.
Just need the AI agent itself, not the whole center? The Voice Agent path is the shorter route.