# Build a Contact Center

> Build an AI-native contact center — trunks, numbers, IVR, ACD, CTI, handoff, and dashboards.

This path builds an **AI-native contact center** where AI and human agents work
one shared queue. Calls arrive on your trunks. An IVR routes them. The ACD picks
an agent (AI or human). Warm handoff moves a live call between agents. The
sidebar now shows only these steps. Follow them with **Next**.

## What you'll build

You will build:

- Carrier connectivity and numbers.
- A visual IVR flow.
- Skill-based routing across AI + human agents.
- Third-party call control (CSTA CTI) for agent workstations.
- Warm/consultative handoff.
- Live wallboards.
- Multi-node availability.

  1. **The blueprint**
[Building AI-native contact centers](/modalities/voice/build/contact-center-platforms)
    covers the shared-queue model, the agent desktop, the IVR, and supervisor tools.
  2. **Connect the phone network**
[SIP trunking](/modalities/voice/transport-telephony/sip-trunking) and
    [number provisioning](/modalities/voice/transport-telephony/number-provisioning).
  3. **Route the calls**
[PBX / ACD integration](/modalities/voice/transport-telephony/pbx-acd)
    covers skills, queues, and the routing logic.
  4. **Drive it from an ISV app (CSTA)**
[CTI overview](/modalities/voice/cti/overview),
    [call control](/modalities/voice/cti/call-control), and
    [agent state](/modalities/voice/cti/agent-state).
  5. **Hand off & watch**
[AI-to-human handoff](/modalities/voice/transport-telephony/ai-human-handoff)
    and [production dashboards](/modalities/voice/observability/dashboards).
  6. **Make it resilient**
[High availability](/modalities/voice/high-availability) across multiple nodes.

> **TIP:**
> If you need only the AI agent and not the whole center, use the shorter
>   [Voice Agent path](/paths/voice-agent).