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Logistically Challenged

As we move towards being a real Independent Software Vendor (ISV) -instead of only a third-party support Value-Added Reseller (VAR) - it's time to modernize our support pipeline across the board.

Patrick at Call Theory

• 5 min read
Logistically Challenged
Photo by Guillaume Bolduc / Unsplash

We've been busy working on our top-secret projects, and haven't shared in a while. In addition to our general updates, we're also including the February 2026 Office Hours/Scripting Sessions schedule here.

📢
Office Hours and Scripting Sessions are cancelled this week as we're out in the world doing a Genesis upgrade.

Here's what you're in for in this issue:

  • Support improvements
  • Office Hours/Scripting Session for February 2026
  • Call Center Village news
  • Coming Soon

Support Improvements

I guess you could consider this a New Year's resolution. Or an inward-reflection. Perhaps a reaction to feedback? Maybe I'm just taking some good advice from a customer. But the reality is our support and ticketing logistics need modernized, especially as we seek to build-out our own footprint.

As part of our ongoing infrastructure updates and newly-gilded search for a CRM/ERP that doesn't focus on marketing and sales, we moved away from Google Workspace and chose Proton Business as the replacement. Things like email, calendar, documents, and more.

Just FYI: don't linger on calendar switches, as managing two calendar systems in near impossible. Ask me how I know!

With this selection came a problem: due to Proton Calendar's security, normal integrations don't work. For example, I can't use Calendly or similar tools because there isn't an API or WebDAV support available for Proton.

As a result, we've had to temporarily remove our On-Demand Appointment Scheduling option from the portal and (as we've moved away from Google) our Appointment Scheduling links.

The good news is, I've designed a system to address this deficiency by building the scheduling interface into our customer portal directly, and linking it with Proton's Limited View calendar links. We can even cache the finalized appointment locally so that our calendar availability will update even if we don't accept the appointment back to our shared calendar link. (The appointment gets sent to us via a .ics email attachment.)

This may not be explained well. A better explanation is that we cache the results until the calendar feed gets updated (by the event being accepted)

The end result is a mostly seamless scheduling interface that can sink with any of our Proton accounts (or calendar systems that work with feed urls.) We can also use our Jitsi integration (that we already have for our weekly training sessions) to provide unique, on-demand meeting links (like Google Meet or Zoom links!)

Coming soon to learn.calltheory.com
🙋
I'm still looking for a good CRM/ERP that doesn't have anti-patterns for my customers. What are you using?

Office Hours / Scripting Sessions

No office hours or scripting sessions this week, but we should be set for the remainder of the month. Bring us your questions/problems!

Helping with a Genesis cut-over this week. Only a couple more customers on Infinity!

This week:

  • Tuesday, February 3rd, 2026 - Office Hours: Cancelled
  • Thursday, February 5th, 2026 - Scripting Sessions: Cancelled

The rest of the month:

  • Tue, February 10th, 2026 - Office Hours: 3PM - 5PM Eastern
  • Thu, February 12th, 2026 - Scripting Sessions: 12PM - 2PM Eastern
  • Tue, February 17th, 2026 - Office Hours: 3PM - 5PM Eastern
  • Thu, February 19th, 2026 - Scripting Sessions: 12PM - 2PM Eastern
  • Tue, February 24th, 2026 - Office Hours: 3PM - 5PM Eastern
  • Thu, February 26th, 2026 - Scripting Sessions: 12PM - 2PM Eastern
Call Theory
Resources for call centers and answering services

https://learn.calltheory.com/docs/office-hours/

Call Theory
Resources for call centers and answering services

https://learn.calltheory.com/docs/scripting-sessions/

Call Center Village News

We've built up our voice-agent platform enough that we're going to start using it as part of Call Center Village. A mild change, but one that allows us to drop the "Demarcation Demo" in favor of a more related topic.

The Demarcation Demo was a table that had a bunch of random RFID tools, lock-picks, 66-blocks, punch-down tools, etc... It made sense for the initial iteration of Call Center Village, but not since we've pivoted fully to voice-engineering.

Essentially, the Call Center Village is now made up of:

  • Voice Cloning Demo
  • Voice Agents Workshop
  • Social Engineering CTF
We even added a new blog available via RSS feed at callcentervillage.com/blog and will highlight new posts here instead of including the content directly like in the past.

Speaking of which...

Looking For Sponsors
As we expand to more conferences in 2026, we are looking for sponsors to help us along our journey.
Call Center Village

The Voice Cloning and Voice Agent pieces are based on open-source tools, including LiveKit, Asterisk, Kamailio, and other curated open-source repositories. Not only will you see it in action, you'll learn how to use the technology, too!

We're already scheduled for multiple conferences this year, including CypherCon, BSides Milwaukee, and BSides Dayton. Hope to see you there!

Schedule - Call Center Village
Join Call Center Village at upcoming events. Practice voice-cloning, work with voice-agents, and test your skills in our Escalation Desk CTF.
Call Center Village

Coming Soon

I've cut this short so that I can bring you AI scripting updates, new Mission Control features, and ToneDef details in the next issue.

But here's some teasers while you wait:

  • Send daily Voicemail Digest Reports to your clients
  • Edit the encrypted schSchedule JSON blob in your Intelligent database to more easily update existing scheduled reports.
  • Version-control your Amtelco licensing and see the raw licensing details from sysConfig
  • Updated MCP server for http transport without SSE required (AI integration)