building online application to take calls as a multi-tenant virtual receptionist

we are a callcenter that takes calls for multiple companies. we need to be able to handle call flow for companies and be able to sms, transfer, email and action requests from customers with everything at the fingertips of our agents. customers are to be able to change and update actions via mobile and web apps. Virtual Receptionist Application: Prerequisites: 1) WHMCS Billing system Integration for billing customers and setting packages. 2) Multi Tenant design 3) Customer administration portal (preset options for administrators to choose with billing codes for each package or individual option) 4) Customer individual staff portal (update certain setting for how a call would route to individual, or message, text, email conference or transering of call. 5) Mobile apps for customers: android and iphone 6) Application will also have a oncall login option. (portal will show oncall agents that are logged into app. Application will sound when oncall agents request page for calls coming in. 7) Permissions for user accounts: a. Customer Administrator b. Customer employees c. Agent Access) d. OUR COMPANY Administration access. (module for WHMCS) 8) PHP, MysQL, MongoDB, Vicidial, Asterisk, HTML5, BootStrap, Responsive Design, Android Application, Iphone Application, two factor authentication (OTP) This module will be a virtual receptionist module that will have the features of a virtual receptionist. meaning: Call comes into a call center agent. – We will make a popup windows that will send a caller ID to a page (created by developer). The page will then bring up a company profile for the customer that has signed up with us is in the database. The receptionist (callcenter agent) will then answer the phone call on behalf of the company name that pops up on the screen. Page Details would reference: 1) There will be a script that pops up that for the agent. The script is made by the customer administrator from either the mobile app or the customer web interface. 2) The initial page will provide the Agent with basic company information. Eg. Company address, locations, phone number, hours of operation, website etc. 3) The agent will see options that the customer administrator set for receptionist to see. Directions for how to take the call and options that the virtual receptionist is allowed to do for the company. Eg. i. Emergency support request -> how to send request to oncall agent. Sending text message, sending email, calling oncall staff and transferring caller, Paging via App. 4) There will be a section that allows agent to drill down based on customer requirements. 5) page will have contacts within the company and quick reference to email or sms the contacts. 6) OUR Administrator can log into backend and adjust pricing for text messages, phone calls, voicemails, emails, and other services. Each service will connect to WHMCS for billing at end of month based on volume and package related to customer. Portal: 1) customer portal is where the customer can add all the contacts for there company, email addresses and phone numbers for sms or transfering call, download app for oncall and onfly real-time changes.. 2) customer portal will need to have reports of calls, emails and sms that the callcenter agent provided for the company. 3) customer portal would have a description and note area that would show on the CallCenter agent (receptionist screen). Allowing customer to set specific detail instructions for callers. (eg. vacation messages, etc.) 4) customer would be able to see invoice for the end of the month automatically in the customer portal. Admin Area. a) WHMCS would have a module account for cost for both page pops, emails, and sms or paging. b) each company may have different pricing so the costing should be in the company module prebuilt in the WHMCS. c) billing should create a WHMCS invoice at the end of the month based on the popups, emails, sms and reports automatically.