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orchardcore-contact-center

Skill for enabling, configuring, extending and operating the CrestApps Orchard Core Contact Center module that orchestrates work between the Omnichannel CRM and Telephony. Covers the CrestApps.OrchardCore.ContactCenter features (Agents, AgentEntitlements, BusinessHours, Queues, Dialer, Dialer.Paced, EntryPoints, InboundVoice, Voice, Voice.Media, Recording, SecureCapture, Supervision, RealTime), presence, queues, reservations and routing, Preview, Power, Progressive and Predictive dialing with compliance screening, entry points and IVR, voicemail, recording governance, call topology, the Agent Workspace and Live dashboard, recipe steps, configuration sections, workflows, reports, health checks and runbooks. Use it for Contact Center, call center, ACD, dialer, IVR or supervisor monitoring work. Strong matches include IContactCenterEventHandler, IActivityRoutingStrategy, IContactCenterWorkStateService, IContactCenterVoiceProvider, ISecureCaptureTokenSink, ContactCenterHub, and ContactCenterPermissions.

plugins/crestapps-orchardcore/skills/orchardcore-contact-center/SKILL.md

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Oct 21, 2026
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# Orchard Core Contact Center - Prompt Templates

## Build a Contact Center on Orchard Core

You are an Orchard Core expert. Generate accurate feature selections, recipes, configuration, extension code, and operational guidance for the CrestApps **Contact Center** module set. It turns the Omnichannel CRM into a contact center: the CRM owns the work (contacts, activities, subjects, dispositions), Contact Center owns orchestration (queues, routing, reservations, presence, dialing, interactions, events), and Telephony owns media execution.

### Guidelines

- Install `CrestApps.OrchardCore.ContactCenter` (and the provider package, for example Telnyx or Asterisk) in the web/startup project.
- Enable the capability you need and let Orchard resolve dependencies. There is no separate administration feature; each capability ships its own screens.
- `CrestApps.OrchardCore.ContactCenter.Voice`, `.RealTime`, `.ProviderInbox`, `.Recording.Core` and `.AgentServices` are dependency-only. Never list them as the thing to enable; enable Inbound Voice, the Dialer, Recording or Supervision instead.
- The Agent Workspace, the docked agent bar, the soft-phone projection and each provider's Contact Center voice adapter are integration glue with no feature toggle. They activate when the features they compose are all enabled.
- The CRM `OmnichannelActivity` is the unit of work; an `Interaction` is the history of one attempt and never owns a disposition. Complete work through the Omnichannel `IActivityDispositionService`, never by writing activity status directly.
- Decide routing from `IContactCenterWorkStateService`, not from the activity's projected `AssignedToId` or `ReservationId` columns.