OP here. If you have any questions about building this kind of thing, feel free to comment or drop me an email at tim [at] gocardless [dot] com.
I'm assuming this is a quasi-call center environment. Have you thought about how you're going to implement manager eavesdrop and other things of that nature? What you've done is cool, I'm curious about where you're planning to go from here :).
We've not implemented that yet, but I've spoken to another company doing similar things with around 100 agents and they've managed to implement this using Twilio's conferencing facility. It's easy to drop in and out of a conference silently, which is perfect for this.
Our support is certainly not at scale, and lots more features will become appropriate as we grow, from letting people schedule callbacks to manager eavesdropping to more sophisticated management of waiting calls.
Have you built anything like this?
I work at 2600hz, so we're building stuff like this but for big operators and Fortune100 companies. I'm just curious about what tools you have at your disposal when it comes to building complex applications. I'm a big fan of Twilio because they've really lowered the barrier to entry in the market to basically 0.
So, have I built anything like this: yes, but it's a little different.
I think Twilio's conferencing is the way to go but I'm not familiar enough with their API to know how mute and deaf control states work. Those are pretty essential to a good eavesdropper experience.