Case study·Choice Communication

From suspended
to ten agents on the line.

Choice Communication rebuilt their inbound call center on Titan Dialer in three days. Two DIDs, a Main Queue, ten agents in browser-native softphones, and recording disclosure live on every call. No desk phones. No per-seat license. No contract.

10
Agents
browser-native, no desk phones
2
DIDs live
1 toll-free, 1 local
<3 days
Suspended → ACTIVE
from cold restart
0
Per-seat fees
month after month
01·Who they are

Choice Communication.
Inbound, ten seats.

Choice Communication is a ten-agent inbound shop. Calls come into a toll-free and a local DID, hit a single Main Queue, and route to the next available agent using longest-idle strategy. They needed a working call center stack — not a tier-laddered enterprise procurement.

The previous attempt had stalled. Old credentials, suspended tenant, broken DID routing. They were one missed-call window from losing customer trust.

02·Three days, four moves

How it actually went.

  1. Day 0

    Cold start

    Choice was sitting on a SUSPENDED tenant from a prior platform attempt. Old credentials, no live queues, no working DIDs. The decision: stand it up properly on the new architecture or find another vendor.

  2. Day 1

    Reactivation + topology

    Tenant reactivated, balance topped up, recording disclosure flipped on. Two DIDs routed to a single Main Queue using LONGEST_IDLE strategy. Sticky-agent matching enabled so callers reach the same person on follow-up. Wrap-up timer set to 15 seconds.

  3. Day 2

    Agents onboarded

    Owner account (extension 1001) plus 10 agents on extensions 1002–1011 provisioned with WebRTC SIP credentials. Tenant SIP realm pinned to choice-communication.titandialer.com. First test calls bridged through SignalWire to FreeSWITCH to the agent's browser cleanly.

  4. Day 3

    Live with customers

    Inbound traffic on both DIDs routing to the queue, recording capture confirmed, supervisor wallboard rendering live agent state. Recording disclosure prompt live on every call so TCPA stays clean. The bill model is per-minute now, not per seat.

03·What's under the hood

The architecture.
In four pieces.

Carrier
SignalWire
LaML voice + DIDs, signature-verified webhooks
Edge
FreeSWITCH
Per-tenant SIP realm, atomic agent claim, recording transcoding
Agents
Browser-native
WebRTC softphone, no desktop client, no IT visit
ACD
Longest-idle + sticky
Wrap-up timer, holiday calendar, queue announcements
04·Results

What it adds up to.

Time to first live callSame day after agent provisioning
Per-seat license cost$0
Setup fee$0
Contract minimumMonth-to-month
Recording captureEvery call, 24kbps MP3, R2 storage included
Compliance postureDisclosure prompt on every call, audit log on every action
05·Your call center, like Choice's

Three days from now.
Same outcome.

Choice spent zero on per-seat licenses, zero on setup, zero on contracts. So can you.

Start your tenantSee the pricing first