RingCascade — Call Center Automation

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.