Scaling Your Inbound Call Center: How Publisher-to-Queue Architecture Changes Everything

The Scaling Problem

Most dialers weren't built for multi-publisher inbound operations. They give you one number, one queue, and one set of reports. Adding publishers means adding complexity that the platform can't handle. AgentTech's Publisher-to-Queue architecture was designed from the ground up for exactly this scenario.

The Publisher-to-Queue Architecture

At the core of AgentTech's approach is a simple but powerful routing model. Instead of dumping all inbound calls into a single queue, every publisher gets their own dedicated entry point—a Publisher Queue—which then routes calls to one or more Internal Queues or Global Queues where your agents sit.

When you create a Publisher Queue in AgentTech, you configure it across four areas: General settings (name, description, active status), Routing (which target queues receive the calls), Rate Limiting (ping delay for priority tiering), and Billing (cost per call, thresholds). Each publisher is fully independent.

Multi-Queue Routing with Priority

A single Publisher Queue doesn't have to route to just one destination. You can assign multiple target queues—both Internal Queues (agency-specific) and Global Queues (cross-agency)—with priority ordering. Higher-priority queues receive calls first; if those agents are busy, calls overflow to secondary queues automatically.

This means you can add publishers without overwhelming any single agent team. Your premium publishers route to your best agents first, while standard publishers route to general pools. If everyone's busy, calls flow to overflow queues automatically.

Ping Delay: The Priority Lever

Here's where it gets interesting for scaling. Every Publisher Queue has a configurable ping delay—measured in seconds—that controls when a publisher can "see" available agents.

When an agent becomes available, your 0-second-delay publishers see that availability instantly. Your 15-second publishers only see it if the agent stays idle for 15 seconds. Your 60-second publishers only get agents that nobody else claimed. This creates a natural tiering system that lets you layer publishers without conflicts—everyone gets calls, but your best sources always get priority.

The Publisher Ping API

One of the biggest problems with scaling publisher relationships is wasted calls—publishers routing calls when no agents are available, leading to abandoned calls, long hold times, and money spent on calls that never connect.

AgentTech solves this with a real-time availability API. Before routing a call, publishers can ping your system to check if agents are actually available:

The response includes everything the publisher needs to make a routing decision:

Publishers only route calls when agents are available. No more abandoned calls. No more queue overflows. And because the API respects each publisher's ping delay setting, the tiering system works automatically—premium publishers see availability before standard ones.

Agency-Scoped Publisher Management

As you scale, you're not just adding publishers—you're often managing publishers across multiple agencies or client accounts. AgentTech's publisher system is built for this.

This means different teams can manage their own publisher relationships independently, while leadership gets the cross-agency visibility they need.

Built-In Billing That Scales

Every Publisher Queue has its own billing configuration. As you add publishers, cost tracking scales automatically—no spreadsheets, no manual reconciliation.

Real-Time Monitoring and Controls

When you're running 20+ publishers, you need to react fast. AgentTech's Publisher Queue management interface gives you instant visibility and control:

• Active/Inactive Toggle: Switch any publisher on or off with a single click. Calls stop flowing immediately when you deactivate a publisher—no configuration changes needed.
• Grid and List Views: See all your publishers at a glance in card view, or switch to a dense list view when you need to scan across dozens of publishers quickly.
• Search and Filter: Find any publisher instantly by name, SIP address, or agency.
• At-a-Glance Info: Every publisher card shows its SIP address, target queue assignments, agency, and ping delay without opening any modals.

Compliance at Scale

More publishers means more calls means more compliance exposure. AgentTech's AI transcription and compliance scoring runs on every single call regardless of source. And because every call is tagged to its Publisher Queue, you can filter compliance reports by publisher to spot patterns.

Onboarding New Publishers in Minutes

The final piece of the scaling puzzle is how fast you can bring new publishers online. In AgentTech, creating a new Publisher Queue takes about 60 seconds. But the real time-saver is the built-in Ping Template.

Instead of writing custom integration docs for every publisher, you click "Export to PDF" and send them a complete setup guide. They get the SIP address to route calls to, the API endpoint to check availability, and an example response showing exactly what to look for. Onboarding goes from days to minutes.

Key Takeaways

Scaling an inbound call center isn't about handling more calls—it's about handling more publishers, each with their own routing needs, billing terms, and performance expectations. AgentTech's Publisher-to-Queue architecture gives you the structure to do exactly that without the chaos.