Support for call centers

Technical documentation, scripting, resources, and break-fix support for the call center and telephone answering service industries.

Special shout-out to Amtelco, NAEO, and the TUNe ecosystems.

Trusted by these customers and more:

    • Answer Kansas City
    • Answering Cleveland
    • Apollo Answering Service
    • Cunningham Communications
    • i24 Image
    • InTouch Call Center

Everything you need to level up your call center.

Resources, services, and utilities aimed at helping your technical staff solve everyday problems.

Learn how to use the technology in your call center with beautiful, fully-searchable, and vendor-agnostic online documentation.

Works well with others.

Here are some of the things our customers have said over the years:

    • Patrick has been an invaluable asset to i24's technical department. His depth of knowledge and experience continues to wow us at every opportunity

      Alex Leibner
      i24 Call Management Solutions
    • Call theory is the best decision I have ever made for my business....My only regret is not working with him sooner.

      Kelly Cammack
      Apollo Answering Service
    • Patrick is incredibly knowledgeable about the TAS industry and Amtelco. He has been an incredible asset on our journey to Genesis and beyond.

      Kelly Cammack
      Apollo Answering Service
    • Patrick is top notch to work with. If you have a problem he is quick to jump in, diagnose the problem, and get you back on track.

      Sue & Paul Milito
      Cunningham Communications
    • Also, he's well rounded on helping your company achieve maximum performance from your equipment. We are so glad we work with him!

      Sue & Paul Milito
      Cunningham Communications
    • In addition to helping us learn IS and build incredibly customized scripts and API integrations, he has also increased our security, and network redundancy, and sped up our overall network and SQL performance.

      Kelly Cammack
      Apollo Answering Service

Level up your call center

Did we mention that it's completely free to sign-up for our team-plans? No credit card required.

Get Started

Flexible billing, for your benefit.

Sign up, cancel, upgrade, or downgrade on-demand — directly through our online portal.
It's like a contact-less cancel button (the way it should be, right fellow introverts?)

Gear Up

Free team-plan that includes digital resources and community access.

Free

  • Script Library
  • Vendor Listings
  • Unlimited Portal Users
  • Community Slack Chat
  • Industry Technical Documentation
Get started

Power Up

Essential tech support, guidance, and utilities for call centers.

$250/mo

  • Everything from the Gear Up plan
  • Contract Services*
  • Contract IS Programming*
  • Email & Scheduled Support
  • Weekly Community Office Hours
  • Wormhole Hosted Documentation
  • On-Premise WCTP Gateway Setup
  • On-Premise Mission Control Dashboard
Get started

Level Up

Our premium support plan to level up your employees and call center.

$450/mo

  • Everything from the Power Up plan
  • Dedicated Private Weekly Meeting
  • Business Hours Telephone Support
  • Emergency & After-Hours Support*
  • Development Request Priority
  • Cloud WCTP Gateway Hosting**
  • Cloud Mission Control Dashboard Hosting**
Get started
* Additional hourly rates apply to these services.
** Standard cloud virtual machine. HA and/or SLA available for additional cost.

Frequently asked questions

If you can’t find what you’re looking for, email your question(s) to support@calltheory.com.

    • Who is Call Theory for?

      Call Theory is for technical and support staff in the call center and answering service industries. While our digital resources generally favor the Amtelco and NAEO community, our support services are able to handle most popular call center vendor systems and related infrastructure. We document everything as we go for all customers to benefit from.

    • What types of content are covered in the documentation?

      We maintain documentation relating to infrastructure, call center platforms, and various other technologies used by our customers. Don't see something? Email us a request and we'll get it added!

    • What is the Community Slack Chat?

      Slack is a workplace and community chat-application widely used in enterprise asynchronous communications. Call Theory maintains a support channel for all of our free and paid subscribers to access and ask questions. Turn-around time is not guaranteed, but you generally will have multiple eyes on your solution. (Similar to Ryver used by NAEO.)

    • How does email and scheduled support work?

      We utilize a ticketing system that converts your emails into actionable tickets - viewable through our ticket portal or just manage them by responding in your email. You can also schedule one-on-one time directly from our calendar - please see the portal for additional details.

    • What are weekly office hours?

      All paid subscribers are invited to our weekly Zoom conference on Tuesdays at 3PM Eastern. It's a great place to get help, learn what others are doing, and network! The intangible benefits from this meeting are worth checking out. As a subscriber, you can also invite a guest to office hours!

    • What is the Dedicated Private Weekly Meeting?

      Each week, representatives from your company join a 1-hour dedicated (and private) Zoom call for follow-ups, talking through issues, training on scripting/platforms, or otherwise working together as desired.

    • How many users is unlimited?

      While our content generally benefits your technical and management staff the most, you are free to invite any number of users from within your organization to the portal. We do ask that you proxy requests from your organization through a central contact as to avoid duplicate and time-consuming request filtering.

    • What is in the Script Library?

      Our Script Library is a collection of different digital resources including T-SQL scripting, Amtelco Intelligent Series scripts, PowerShell scripts, Twilio examples, High-Quality Hold Music, and more.

    • What are the Vendor Listings used for?

      When we work with clients or 3rd-party companies, we generally add them as a potential vendor for any subscriber to access like a directory. Think of it like a curated list of products that have/are being used within the industry. You can and should volunteer your favorite brands and products!

    • What's covered through Contract Services?

      Contract services includes infrastructure setup, database optimization, IS programming training, general break-fix support, and/or building custom solutions. Large-scope projects and software development are generally not covered under contract services and may be quoted separately. Contract services and break-fix are not included in your base subscription and are charged at a rate of $50/hr.

    • What is Contract IS Programming?

      Contract IS Account Programming is a service available to our paid subscribers for making system-wide IS programming updates (directory, scripting, on-call, etc.,) or to create new templates or account, or help with custom scripts/integrations. Our IS Programmers are trained by Patrick Labbett and receive continuous education/training to hone their skills. Contract account programming is not included in your base subscription and has a rate of $30/hr.

    • When do Emergency Support hours apply?

      Emergency support applies on weekends, week-days from 8pm Eastern to 8am Eastern, and all day during state and federal holidays. Emergency support is billed at a one (1) hour minimum at the Contract Services rate of $50/hr.

    • What is Wormhole Hosted Documentation?

      Wormhole is used for customer runbooks - i.e., the documentation that powers your technical and operational policies and processes. It's highly available, encrypted, and backed up redundantly so you always have access - even when your infrastructure is down.

    • Who is Patrick Labbett?

      Hello, that's me! I'm the creator and founder of Call Theory - I have been working on phone systems and in/around the call center and answering service industries my entire professional career - since roughly 2002. I bootstrapped Call Theory to try and do whats best for my customers technology goals without sacrificing on my personal ethics - and I strive to make things right when I do make mistakes.

    • What is the On-Premise WCTP Gateway setup?

      One of our products is a free, open-source WCTP Gateway compatible with Amtelco's 2-Way WCTP API integration - allowing you to act as your own SMS aggregator by leveraging Twilio, Commio, and more. As a paying customer, we will help you setup and use the gateway at no additional cost (from us!)

    • What is the On-Premise Mission Control Dashboard?

      Mission Control is a utility dashboard for Amtelco Genesis and Intelligent Series bringing additional capabilities to augment your client and agent experiences. Licensing is included for installation within your company infrastructure. Features include Inbound Email, Board Check, Credit Card Processing, Cloud Faxing, Recent Caller API, Log Convert, and Astronaut Idp for IS

    • What is Development Request Priority?

      Our Mission Control Utility Dashboard and WCTP gateway are highly-driven by customer feedback. Development request priority allows your requests to get considered sooner in the roadmap. You can also request company-specific features that only your organization has access to.

    • What is included with Cloud WCTP Gateway Hosting?

      A dedicated, private cloud instance running in public cloud infrastructure. We handle all the server and software updates for you - you just hook up your carrier accounts and Amtelco IS WCTPWeb Enterprise Host! (Additional licensing from Amtelco is typically required for the WCTP terminal.)

    • What is included with Cloud Mission Control Dashboard Hosting?

      A dedicated, private cloud instance running in public cloud infrastructure. We handle all the server and software updates for you. We will need to configure a TLS-encrypted secure tunnel to your database server (IP restricted and firewalled, of course.) No switch-data is persisted in the dashboard.

    • What is your refund policy?

      Monthly subscriptions are non-refundable. Annual subscriptions are partially-refundable - you will receive a refund for the remaining full months, minus $900 (the 2-free months we provided for signing up on the annual plan.)

    • What support is included for WCTP Gateway and Mission Control?

      Typical business hours support is included with the Power Up plan. For 24/7 support of these products without requiring non-contract rates or emergency charges, please subscribe to the Level Up plan.

Managed IT Services Designed for Call Centers

Front-line experience with deep industry-knowledge
    • 24x7 Emergency On-Call

      24x7 Emergency On-Call

    • Business Applications & Licensing

      Business Applications & Licensing

    • Website & Application Hosting

      Website & Application Hosting

    • Operational Support & Ticketing

      Operational Support & Ticketing

    • Security Detection & Response

      Security Detection & Response

    • Database Management & Optimization

      Database Management & Optimization

    • On-Premise & Cloud Infrastructure

      On-Premise & Cloud Infrastructure

    • Business Continuity & Disaster Recovery

      Business Continuity & Disaster Recovery

    • Technical Staff Training & Mentoring

      Technical Staff Training & Mentoring

Request Managed Services Information

Managed Services pricing is based on the size of your environment: physical locations, hosting environments, endpoints, and users to support.

Application Hosting Services pricing is based on server capacity and high-availability configuration.

Modern tools at your disposal:

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    • Acronis Cloud Backup
    • Bitdefender Cyber-security
    • Cisco Duo 2FA/MFA Login
    • Dell Technologies Authorized Partner
    • Huntress Managed Detection & Response
    • Ironscales Email Security Platform
    • MalwareBytes OneView
    • Microsoft Partner
    • SentinelOne Endpoint Detection & Response
    • Webroot Security Awareness Training
    • Bitwarden Password Manager
    • 3CX Advanced Certified Partner