---
id: "contact-center"
type: "kind"
category: "messaging"
url: "https://localhost:3000/catalogue/kinds/contact-center"
---

# Contact center

Routes inbound and outbound customer contacts to agent queues.

| | |
|---|---|
| Category | Messaging |
| Properties | 9 |
| Components | 14 |
| Rules | 0 |

## Properties

| property | type | values | required | default |
|---|---|---|---|---|
| `callRecording` | boolean | — | no | false |
| `channelChat` | boolean | — | no | false |
| `channelVoice` | boolean | — | no | true |
| `emergencyCalling` | boolean | — | no | false |
| `managed` | boolean | — | no | false |
| `maxConcurrentContacts` | integer | — | no | — |
| `outboundDialing` | boolean | — | no | false |
| `recordingRetentionDays` | integer | — | no | — |
| `routing` | enum | `fifo`, `skills-based`, `attribute-based` | no | "fifo" |

## Rules for this kind · 0

No rule selects this kind or its category.

## Components · 14

### vendor-neutral

- [Generic contact center](https://localhost:3000/catalogue/components/contact-center.md) `contact-center` — the kind itself

### alibabacloud

- [Cloud Call Center](https://localhost:3000/catalogue/components/alibaba-cloud-call-center.md) `alibaba-cloud-call-center` — 6 defaults

### aws

- [Amazon Connect](https://localhost:3000/catalogue/components/aws-connect.md) `aws-connect` — 6 defaults

### default

- [Asterisk](https://localhost:3000/catalogue/components/asterisk.md) `asterisk` — 6 defaults
- [Five9](https://localhost:3000/catalogue/components/five9.md) `five9` — 5 defaults
- [FreePBX](https://localhost:3000/catalogue/components/freepbx.md) `freepbx` — 4 defaults
- [FreeSWITCH](https://localhost:3000/catalogue/components/freeswitch.md) `freeswitch` — 6 defaults
- [Genesys Cloud CX](https://localhost:3000/catalogue/components/genesys-cloud.md) `genesys-cloud` — 4 defaults
- [Kamailio](https://localhost:3000/catalogue/components/kamailio.md) `kamailio` — 6 defaults
- [OpenSIPS](https://localhost:3000/catalogue/components/opensips.md) `opensips` — 6 defaults
- [Talkdesk CX Cloud](https://localhost:3000/catalogue/components/talkdesk.md) `talkdesk` — 4 defaults
- [3CX](https://localhost:3000/catalogue/components/threecx.md) `threecx` — 4 defaults
- [Twilio Flex](https://localhost:3000/catalogue/components/twilio-flex.md) `twilio-flex` — 5 defaults

### gcp

- [Google Cloud CCaaS](https://localhost:3000/catalogue/components/google-ccaas.md) `google-ccaas` — 3 defaults

## Source (`kind` YAML, verbatim)

```yaml
# yaml-language-server: $schema=../schema/kind.schema.json
# Abstract kind: Routes inbound and outbound customer contacts across voice and digital channels to agent queues, with recording and retention (Amazon Connect, Twilio Flex, Genesys Cloud, Azure Communication Services).
schemaVersion: "1"
type: "kind"
id: "contact-center"
category: "messaging"
properties:
  channelVoice:
    type: "boolean"
    default: true
  channelChat:
    type: "boolean"
    default: false
  outboundDialing:
    type: "boolean"
    default: false
  routing:
    type: "enum"
    values: ["fifo", "skills-based", "attribute-based"]
    default: "fifo"
  maxConcurrentContacts:
    type: "integer"
  callRecording:
    type: "boolean"
    default: false
  recordingRetentionDays:
    type: "integer"
  emergencyCalling:
    type: "boolean"
    default: false
  managed:
    type: "boolean"
    default: false
```

Human page: https://localhost:3000/catalogue/kinds/contact-center