SolidPBX™ can be used to manage and route calls and service agents in a call center. Its Agent Group feature allows incoming calls to be queued and dispatched to a list available agents or teams of agents with a homogeneous skill profile (such as sales or customer support) know as agent groups. The feature monitors the availability of such agents and groups and can dispatch calls to them as soon as they are available.

SolidPBX™ supports Call Recording, a feature which allows administrators to record calls and play them back to facilitate monitoring, supervision, and analysis. The details of each call can also be automatically entered into a database. Supervisors may also listen in on calls, coach agents, or “barge in” and take over calls as necessary.

The diagram shows a SolidPBX™ appliance deployed to receive calls from the public telephone network or the IP network (VoIP), with analog calls passing through the FXO gateway. Incoming calls are passed to available agents or queued if agents are busy. The appliance monitors the status of agents and agent groups and when an agent becomes available, the next waiting call is taken from the queue and passed to that agent. Calls can also be recorded and their details entered in a database. Supervisors can monitor calls, coach agents, or even take over calls.