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GEN have worked with Asterisk since its earliest versions, and today maintain and support thousands of Asterisk-based installations, from small offices to contact centres. That is the base our development rests on: we know the dialplan, AGI and AMI well enough to build what the standard modules do not, on open source platforms you own rather than seats you rent.
The result is a phone system that knows who is calling, sends the call to the right person, turns calls and voicemail into searchable text, and works with your CRM, on Asterisk, FreePBX, PBXact or ViciDial.
When a call is answered, our system identifies the extension and sends a webhook to your CRM or business application, which brings the customer's record up on the agent's screen before they have said a word. Nobody searches for the account, and the conversation starts from what you already know about the caller.
Our standalone call handling screen goes further. It shows the caller's history, account status and notes in one place, and lets the agent record the outcome, take notes, schedule a follow-up and trigger workflows during the call, all of which is written straight back to the CRM. Add call transcription and the transcript, with its key topics and any commitments or deadlines, is attached to the customer's record too, with the follow-up tasks created for you.
Callers identified by their number or a PIN, and moved up the queue according to your own rules, so key accounts, urgent cases and repeat callers are answered sooner without upsetting everyone else. Agents can be moved between queues automatically as demand shifts.
Instead of an engaged tone, callers are offered choices. They can leave a message, which is transcribed, categorised and sent to the right team, or book a callback with a person or department at a set time, which the system then dials automatically.
Each voicemail is transcribed, then summarised by a language model into an email that reads as if a colleague had taken the message, with whether a callback is needed, how urgent it is, and the caller's details from your CRM. Tasks and callbacks can be created from it automatically, and urgent messages sent to whoever is available.
For outbound campaigns: someone returning a missed call is told which campaign called them, and offered the choice of a priority callback or removal from the calling list. Each choice triggers configurable actions, from queue priority to updating do-not-call lists, which helps with Ofcom and ICO requirements.
Our GTranscribe module for FreePBX turns call recordings
into text, in batches or close to real time, as a plain transcript, a version attributed to each speaker, and a JSON file with the full
analysis. Users search every transcribed call from inside FreePBX: james wiring -meeting "on site" finds calls mentioning James,
wiring or the phrase "on site", but not a meeting, and fuzzy matching copes with small spelling and transcription differences.
Results show who said what with the search terms highlighted, alongside the date, time, duration and parties, with the transcript and the original recording one click away. Every search and every access is logged, for organisations that have to show who listened to what.
Our AI call routing replaces the menu with a conversation. The caller says what they need, our transcription engine converts it to text, regional accents and trade terms included, and local language models work out what they want without them having to use set phrases.
Because it is connected to your CRM, ticketing and knowledge base, it can recognise a returning customer and send them to the agent who helped last time, or match a technical fault to the specialist who handles it. It runs entirely on the premises, so the caller's speech never leaves your platform, and it scales from dozens to thousands of simultaneous calls.
Yealink, Grandstream and Fanvil, three manufacturers still investing in open SIP, across desk, executive, conference, Wi-Fi and video models. We build and maintain provisioning templates, synchronise directories, push short codes and feature keys, update firmware remotely and keep button layouts the same across an entire estate, without an engineer touching each phone.
Where the handset allows it, we deploy applications directly to the phone: extension settings users can change themselves, company news published to Yealink screens, and menu-driven services for guests. Each one is built around how the phones are actually used.
Blocking a nuisance caller from the handset means dialling *32, waiting for the number to be read out slowly, and pressing 1. In the browser it is two clicks: the plugin shows the last call to your extension, and you add it. Numbers reported by several users go on a shared blacklist, so many spam callers are blocked before they reach you at all. Free for GENVoice customers.
Highlight a telephone number on any web page, right-click, and your desk phone dials it. The server side also handles click-to-dial from CRM records, with calls, notes, outcomes and callbacks logged back to the CRM, and works with any platform that can make an HTTP request.
Our browser plugins need a server component on the phone system, and support Asterisk 18 and later, including FreePBX 16 and 17 and GENVoice.
Asterisk has a comprehensive API; FreePBX much less so. Our own FreePBX framework manages extensions, queues, ring groups, trunks and the blacklist, and with our scripts for phone provisioning, contact sync, Superfecta caller ID lookups and AGI it is the base of everything on this page. Services such as number validation, SMS, speech to text and text to speech come from our Arkane API.
What we build runs on a phone system you control: your own Asterisk system on site or hosted by GEN, a dedicated environment rather than seats on a shared platform. Day to day support for Asterisk and FreePBX, wherever the system is hosted, is under Asterisk and FreePBX support.
GEN Software Systems and Development, at www.gensoftware.dev, is our team of software architects, developers and engineers. They work from a development staging platform with test environments, data collection and bug tracking, on frameworks in PHP, Bash, Node.js and C that we have built and maintained over many years. Those frameworks are much of why our delivery is quick, reliable and predictable.
GENSoftware works on a "we build it, we own it" basis. We still support code we first wrote 25 years ago, and we will not turn you away: if we wrote it, we will support it.
Asterisk, FreePBX, PBXact and ViciDial. Our browser plugins need Asterisk 18 or later, which includes FreePBX 16 and 17 and GENVoice.
Salesforce, SuiteCRM, Zoho, HubSpot, Microsoft Dynamics, AgileCRM and VTiger, and in practice any platform that can receive a webhook or make an HTTP request.
No. It runs local language models on the premises, so the caller's speech and the transcript stay on your platform, with no cloud speech or AI service in the path.
Yes, it is a free add-on for GENVoice customers. It blocks the last caller to your extension in two clicks from your browser, and numbers reported by several users are added to a shared blacklist that protects everyone using it.
It is designed to. Someone returning a missed call hears which campaign called them and is offered the choice to be called back as a priority or removed from the calling list, and choosing removal updates the do-not-call and exclusion lists automatically. The messages and actions are configurable to suit each campaign's requirements.
However suits you: fixed-price prepaid blocks of support, monthly invoicing, or pay as you go. Cover ranges from business hours, Monday to Friday, to 24/7 with a 30 minute response for critical faults.
Most telephony projects start with a complaint: the queue is too long, the menu too confusing, the agent never knows who is on the line. Tell us what your callers and your staff find frustrating, and what the phone system runs on, and we will tell you what we would change.
All of it is built on open source platforms you own, and supported by the people who wrote it.