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RingCascade — Call Center Automation

Call center automation system with MUI frontend and Django backend. Super admin adds campaigns and assigns users; Twilio handles call routing. Full APIs for campaign management, user assignment, and call flow automation.

Case study summary

Client type
Call-center operations team
Industry
Business operations
Duration
TODO: Confirm project dates and duration
My role
Frontend, backend and telephony integration
Team size
TODO: Confirm team size and collaborators
Stack
React, MUI, Django, Twilio, REST API, Automation
Platforms
Web administration and APIs

Challenge

Let non-technical operators configure campaigns and assignments while connecting those choices to external call-routing behavior.

Approach

Represent campaign settings as application data, expose Django management APIs and connect routing to Twilio.

Architecture

MUI campaign interface to Django campaign services to Twilio call routing, simplified ringcascade architecture
Simplified implementation boundaries. Rendered from the Mermaid source included with this case study.

Key features

  • Campaign management
  • User assignment
  • Call-flow integration
  • Admin interface

Results and measurement

The delivered scope is described in this case study. Numeric performance or business results require a measurement source and owner approval.

TODO: Add the verified baseline, final value, measurement period and evidence link. API-count claim: TODO — verify before publication.

Client feedback

TODO: Add an approved client quote for this project, with the client's attribution and source. No invented testimonial is displayed.

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Project at a glance

My contribution and the engineering challenge

My role
Frontend, backend and telephony integration
The problem
Let an administrator manage campaigns and user assignments while connecting those settings to call-routing behavior.

What I delivered

  • React/MUI management interface
  • Django APIs for campaigns and assignments
  • Twilio call-flow integration

How the parts connect

  1. STEP 1Admin campaign setup
  2. STEP 2Django campaign APIs
  3. STEP 3Twilio call routing

Simplified implementation overview.

A key design decision

Keep campaign configuration in application data and delegate telephony execution to the external provider.

TODO: Add permission-approved, sanitized product screenshots. Concept art is not shown as product evidence.

Languages
JavaScriptPython
Skills & Tech
ReactMUIDjangoTwilioREST APIAutomation
Concept illustration for RingCascade — Call Center Automation

Technical concept illustration. The case study below describes the project implementation.

Call routing logic has to be reliable under load — a dropped or misrouted call is a lost customer interaction. RingCascade is a call center automation system built for a team that needed campaigns, agent assignment, and call routing handled without manual dispatching, and it had to let a non-technical super admin configure campaigns and assign agents through a UI while the underlying routing rules stayed consistent and auditable. A MUI frontend gives super admins that control, while a Django backend and Twilio integration handle the actual call flow.

What I Built

  • MUI frontend for campaign creation, user management, and visual call-flow configuration
  • Django backend exposing REST APIs for every operation — campaigns, users, call events
  • Twilio integration handling call routing, IVR menus, and agent assignment
  • Campaign management — create, schedule, and assign agents to campaigns from a single screen
  • Role-based user assignment — agents mapped to campaigns with appropriate access
  • Automated call-flow routing driven by configurable campaign rules rather than hardcoded logic

Tech Stack

  • Frontend: React, MUI
  • Backend: Django
  • Telephony: Twilio
  • APIs: REST for campaign, user, and call-flow automation

Key Decisions

  • Delegated all call routing and IVR logic to Twilio rather than building custom telephony infrastructure, accepting a per-call cost in exchange for reliability the team couldn't have matched building it in-house
  • Modeled campaigns and agent assignment as configuration data the Django backend serves to the frontend, so a non-technical super admin could change routing behavior without a code deploy
  • Kept call-event handling idempotent at the API layer, since Twilio webhooks can retry — a naive handler would have double-logged call events under load

Outcome / Impact

A complete call center automation platform that replaced manual campaign setup and agent dispatching with a self-serve admin experience, cutting the operational overhead of running a campaign.

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