What to organize the dispatching service?

Question

CRM

There was a need to create some kind of dispatch service.
Ideally, in my understanding, everything should work like this: the client calls a certain number, in the control room his call is displayed on the computer screen, and at the same time, if the client is entered in the database, his name and other data are displayed. The dispatcher receives the call directly from the computer and the conversation is conducted using the headset. During a conversation with a client, again, if he is already entered in the database, all available information about him is displayed on the screen.
Please tell me if there are ready-made tools for implementing such an algorithm, and if so, which ones? If there are none, please tell me in which direction to dig.
PS This is the first time I have encountered such a task, perhaps this is the usual algorithm for the telephony of dispatch services, but I don’t know this)

Answer 1

I solved an identical problem with the help of Oktell, the solution, of course, is not free, but all the functionality you listed is present there, everything is configured quickly enough, there is a Russian-language wiki and support.

Answer 2

First, one system is called CRM (Customer Relationship Management), there are a lot of them, paid and free. In this system, you are in charge of all interaction with the client.
Second, you need a telephony server such as Asterisk or SoftSwitch, this is software that receives and routes calls (automatic attendant, voice menu, call recording, call forwarding, etc.).
And thirdly, look for a bunch of CRM + asterisk.