The phone system is one of those tools that's always one alt-tab away. A call comes in, the tech grabs the receiver, then has to flip to the PBX desktop to see who it is, then back to the ticket system, then back to the timer. Most MSPs accept this. The good ones build glue. Morton Command Center is the glue. Your phone system stays exactly where it is — Command Center reads from it and surfaces call data next to tickets. No changes to your PBX, no migration, no disruption. This is the headline advantage over rigid all-in-one suites that force you onto their pre-built integrations: because the platform is built on a vendor-agnostic adapter pattern, the phone integration is built custom to fit your exact stack — RingCentral, Dialpad, GoTo, 3CX, or whatever you run. If it exposes an API, we build the integration to it. Every customer gets their own integration, built for their stack.
What gets surfaced
- Active calls banner — pulses at the top of every page when anyone on the team is on a call. Shows agent name, peer number (with caller-name lookup), direction (inbound / outbound), and call duration ticking live. Click-through to the call detail.
- Unified call history — every inbound, outbound, and missed call with date / time / peer / extension / direction / duration / connect status. Filter by extension, date range, direction.
- Caller-name resolution — inbound caller numbers run through the contact database; a known number shows "Christen Dillon · The Salon Center" instead of the raw phone number. Reverse phone-book lookup against PSA contacts.
- Per-extension activity cards — for any extension you pick (or your own), inbound completed / missed inbound / outbound attempts on a configurable window.
- Queue visibility — queue and ring-group discovery, plus surfacing live agent counts, wait times, and abandonment rates per queue, are built into your phone integration custom to what your team needs to see.
- Call recordings — when we build a 3CX integration, Command Center surfaces the recordings list and, where the tenant has 3CX's native AI enabled, its transcription / summary / sentiment fields (these are 3CX features surfaced through Command Center, not built by it; reading recordings requires the 3CX client to hold the "System Owner" role). For any other PBX that exposes recordings over its API, we surface them the same way as part of your build.
- Connect threshold filter — configurable per-tenant (default 30 seconds) to exclude brief rings and misdials from completed-call counts. The "missed call" count starts to mean something.
- External number deduplication — multiple dial attempts to the same number within 30 minutes (configurable per tenant) collapse into one row, so a rapid retry doesn't look like five separate calls.
Agent presence that survives PBX flakiness
PBX status-field reliability varies by platform, cluster type, and version — sometimes the API reports stale data after a call hangup, sometimes the status flips before the call truly ends (3CX is no exception). Morton Command Center's agent-presence service preserves firstSeenAt timestamps across the 15-second poll window so the call-duration display stays stable instead of jittering. The result: the banner shows the right number even when the phone system is being weird — and the same smoothing carries into whatever PBX integration we build for you.
RBAC + scoped agent visibility
Scoped agents (assigned to specific companies) can only see their own extension's call log. Admins / finance / management roles see every extension. Per-company scoping means a tech assigned to "Hospice of San Joaquin only" can't read another customer's call history.
Built for your stack, not a generic widget
Native Command Center features — time tracking, contact directory, ticket management — are out-of-the-box and ready from day one with no integrations required. The phone layer is the part we build custom to you: we build the integration to your PBX, then the call log activates once your phone system's credentials are configured in Settings — no separate installation, no new software. If your tool has an API — 3CX, RingCentral, Dialpad, GoTo, or anything else — we build the adapter as part of your engagement so it surfaces the same way. That's the advantage — call data shaped to your stack and your workflow, not a rigid one-size widget.
Pricing
Flat monthly pricing — no per-seat fees, no per-vendor surcharge. See current pricing on the homepage →
Ready to talk?
Running a different phone system? It doesn't matter which — if your PBX exposes an API (RingCentral, Dialpad, GoTo, 3CX, and others), we build the integration to it custom as part of your engagement. If your tool has an API, we build it for your stack. Which extensions, which queues, which thresholds matter to your team shapes what gets built — this isn't a generic phone widget bolted on.
The first call is a 30-minute discovery — we map your PBX, your queues, and which surfaces would matter most (active calls banner? per-extension cards? caller-name lookup?). No commitment, no sales pressure.
Questions first? Email [email protected] or read the FAQ.