Software and Systems Development on Asterisk, FreePBX and ViciDial

Our Frameworks

Whilst Asterisk has a comprehensive API, FreePBX is less so, and on that basis we've implemented our own API Framework to manage extensions, queues, ring groups, trunks, the blacklist, and more. We have a selection of scripts to handle things like provisioning phones, synchronising contacts, transcribing call recordings, as well as dial-plan related snippets to build AI powered IVRs and call routing, intelligent 1471, and much more. Our framework bridges the gap between these two systems, providing a unified interface that abstracts away the complexity of direct Asterisk management whilst extending FreePBX's API capabilities.

For businesses with complex telephony requirements, our solution enables advanced call flow automation, detailed analytics, and seamless integration with CRM systems through custom Superfecta providers, CallerID lookups and AGI for enhanced customer service. We've developed custom modules for call centre environments that provide real-time dashboards, automated quality monitoring, and sophisticated call distribution based on agent skills and availability. The framework also supports comprehensive security features including fraud detection, call encryption, and detailed audit logging to protect your communications infrastructure from increasingly sophisticated threats.

The Arkane Framework

We have a comprehensive API Framework for our own services available via a RESTful API. There are currently over 90 endpoints all offering access to systems and services through one unified interface.

• CardDav access
• CalDav access
• CNAM Lookup
• Email Screening and Validation (Soft and Hard)
• Very Strong Encryption and Decryption
• AI/LLM Integration
• PostCode Lookup
• SMS Sending and Receiving
• Phone Number validation, and reputation
• Transcribe Audio to Text with Summarisation
• Convert Text to Speech in various voices and languages
• Generate emails and PDFs from templates, supplying dynamic content

And much more. The Arkane Framework is designed to make it easy for developers to integrate with our services and systems, and to make it easy for our customers to use our services and systems.

Smart Queues

Our advanced queue management system transforms standard FreePBX call queues into intelligent customer service hubs. We've developed custom solutions that identify callers through CLIP (Calling Line Identification Presentation) or secure PIN verification, dynamically adjusting their queue priority based on predefined business rules. This allows VIP customers, urgent cases, or repeat callers to receive expedited service without disrupting the overall queue structure.

When queue volumes exceed capacity, our AI-assisted fallout system engages automatically, offering callers intelligent options rather than simply disconnecting them. The system can take detailed voice messages which are transcribed, categorised, and routed to the appropriate team members. Our callback scheduling feature allows callers to reserve a future timeslot with a specific agent or department, eliminating the need to wait on hold. The system then automates the outbound dialling process at the scheduled time, connecting available agents with waiting customers seamlessly.

All queue interactions are meticulously tracked and analysed, providing valuable insights into call patterns, resolution rates, and customer satisfaction metrics. This data feeds back into the system, continuously optimising queue behavior and priority algorithms. For businesses with fluctuating call volumes, our dynamic resource allocation automatically adjusts agent assignments across multiple queues based on real-time demand, ensuring optimal staffing and minimal wait times even during unexpected call spikes.

CRM Integration & Call Handling

Our telephony solutions feature seamless CRM integration through sophisticated webhook technology that transforms standard call events into powerful business automation. When a call is answered, our system instantly identifies the extension and triggers a webhook to your CRM or business application, automatically "popping" relevant customer information on the agent's screen before they even begin speaking. This zero-latency approach eliminates manual lookups and creates a personalised customer experience from the first moment of interaction.

Our standalone call management interface works with virtually any CRM platform including Salesforce, SuiteCRM, Zoho, HubSpot, Microsoft Dynamics, AgileCRM, and VTiger. This system pulls comprehensive customer data in real-time, presenting agents with a complete interaction history, account status, and relevant notes within a unified dashboard. During the call, agents can record dispositions, take detailed notes, schedule follow-ups, and trigger automated workflows—all of which synchronise back to your CRM instantly, ensuring data consistency across all business systems.

For organisations requiring enhanced documentation, our call transcription add-on converts conversations to searchable text with remarkable accuracy. These transcripts are automatically analysed for sentiment, key topics, and action items before being attached to the customer record in your CRM. The system can even extract commitments, deadlines, and follow-up requirements from natural conversation, creating tasks and reminders without manual entry. This comprehensive integration approach transforms your phone system from a simple communication tool into a strategic asset that enhances customer relationships, improves data quality, and drives measurable business outcomes.

Adaptive Whoami

Our Adaptive Whoami system revolutionises callback management for outbound campaigns, addressing both regulatory compliance and customer experience challenges. When a customer returns a missed call, the system instantly identifies the specific campaign associated with the dialling number (DDI) and delivers a personalised greeting: "You were called today by [Campaign Name]." To ensure OFCOM/ICO compliance, callers are automatically presented with opt-out options: "If you wish to be called as a priority, please press 1. If you would like to be removed from our calling list, please press 2." Each response triggers configurable actions—pressing 1 can prioritise the caller in the queue, send notifications to agents, or add the number to priority dialling lists, while pressing 2 automatically updates do-not-call registers and campaign exclusion lists. The entire system is highly configurable, allowing campaign managers to customise messages, response options, and resulting actions to match specific campaign requirements and compliance needs. This intelligent approach transforms potentially frustrating missed connections into positive customer interactions while maintaining regulatory compliance.

Smart Voicemail

Our Smart Voicemail system transforms the traditional Comedian Mail experience into an intelligent communication tool by leveraging advanced AI capabilities. When a voicemail is left, our system automatically captures the recording and processes it through our high-accuracy transcription engine, converting spoken messages into searchable text. This transcription is then analysed by our specialised LLM to generate a comprehensive email notification that reads naturally, as if summarised by a human assistant rather than an automated system.

The LLM analysis extracts critical information from each message, including intent classification (determining if a callback is required), urgency assessment, and key action items. For businesses with CRM integration, the system enriches notifications with comprehensive caller information—displaying the company name, caller identity, and complete contact details directly in the notification. This contextual information allows recipients to prioritise responses effectively without having to search for relevant customer data.

Beyond simple notifications, our Smart Voicemail system can automatically create follow-up tasks in your CRM based on message content, schedule callbacks in team calendars, and even route urgent voicemails to available staff when the intended recipient is unavailable. The entire voicemail package—including the original recording, full transcript, AI-generated summary, and extracted action items—can be automatically attached to the appropriate customer record in your CRM, creating a comprehensive communication history that enhances customer service and eliminates manual data entry.

Call Transcription with FreePBX Module

Our call transcription system transforms your recorded conversations into valuable, searchable business intelligence. Operating as either a batch process or in near real-time, the system processes call recordings to produce multiple output formats: a raw text transcript, a speaker-identified version with dialogue attribution, and a comprehensive JSON file containing all metadata and analysis results. This multi-format approach ensures maximum flexibility for different use cases, from simple record-keeping to advanced analytics.

The heart of our solution is our powerful FreePBX module that integrates seamlessly with your existing telephony infrastructure. This intuitive interface allows users to search across all transcribed calls using sophisticated query syntax. For example, a search like james wiring -meeting "on site" will instantly locate transcripts containing "james" or "wiring" or the exact phrase "on site" while excluding any containing "meeting". The system supports fuzzy logic matching, ensuring relevant results even with minor spelling variations or transcription uncertainties.

Search results are presented in a clean, user-friendly format with speaker identification clearly marked and search terms highlighted for quick reference. Each result includes comprehensive call metadata—date, time, duration, caller/callee information—alongside the full transcript. Users can perform one-click actions including copying the entire transcript to clipboard, downloading the text file for offline use, or accessing the original audio recording. For organisations with compliance requirements, the system maintains a complete audit trail of all searches and transcript accesses, ensuring accountability and regulatory adherence.

The power of AI

Our flagship innovation is our AI-powered call routing system, which represents a significant leap beyond traditional IVR technology. We've developed a sophisticated solution that deploys local Large Language Models (LLMs) to process and understand natural language conversations in real-time, eliminating the frustration of menu-driven systems.

When a call arrives, our voice transcription engine converts the caller's speech to text with remarkable accuracy, even handling regional accents and industry-specific terminology. This transcription is then processed by our fine-tuned LLMs, which extract intent, sentiment, and key information without requiring callers to use specific phrases or keywords. The system operates entirely on-premises, ensuring data sovereignty and eliminating the latency and privacy concerns associated with cloud-based solutions.

What truly sets our solution apart is its deep integration capabilities. The system interfaces seamlessly with your CRM, ticketing systems, and customer databases to provide contextual awareness. For example, it can identify returning customers, access their history, and route them to the agent who previously assisted them. For technical support calls, it can analyse the nature of the issue against your knowledge base and direct the call to specialists with the appropriate expertise.

Our adaptive routing engine continuously learns from successful interactions, refining its decision-making process over time. The system monitors call outcomes, customer satisfaction metrics, and resolution rates to optimise routing decisions. When necessary, it can synthesise natural-sounding voice responses using our advanced text-to-speech technology, maintaining a consistent brand voice while delivering personalised information to callers.

This entire ecosystem operates within a secure, fault-tolerant framework that can scale from handling dozens to thousands of simultaneous calls. The result is a truly intelligent communication system that understands your callers, anticipates their needs, and connects them with the right resources efficiently—transforming your telephony from a necessary utility into a strategic business advantage.

Support & Hosting

GEN maintains and supports thousands of Asterisk-based telephony installations across diverse industries, from small businesses to enterprise-scale contact centers. Our flexible support packages are designed to match your operational requirements—ranging from standard business hours coverage (9-5, Monday-Friday) to comprehensive 24/7 support with guaranteed 30-minute response times for critical issues. We understand that different organisations have different budgetary constraints, which is why we offer multiple payment options: fixed-price prepaid support blocks that provide cost certainty, traditional monthly invoicing for ongoing support relationships, or convenient pay-as-you-go options for occasional assistance. Each support tier includes proactive monitoring, regular system health checks, security updates, and access to our expert team of Asterisk engineers who average over 15 years of experience with open-source telephony systems.

Our cloud hosting service for Asterisk, FreePBX, and VICIDial stands apart from industry norms by providing truly dedicated PBX environments—not the shared, restricted platforms commonly marketed as "cloud PBX" solutions. Unlike competitors who operate as mere resellers of larger shared systems with frustrating per-user pricing models designed to maximise recurring revenue, we deliver complete, isolated virtual environments that you fully control. Your organisation receives exclusive access to a dedicated instance that you can customise, update, and manage according to your specific requirements without artificial limitations or unexpected charges when adding users or features. This approach combines the reliability and accessibility benefits of cloud hosting with the freedom and flexibility of an on-premise solution, all backed by our enterprise-grade infrastructure and comprehensive support. The result is a predictable, transparent cost structure that scales with your business without the predatory pricing tactics that have unfortunately become standard practice among telephony resellers.