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IVR Queue System

Copyright (c) 2026, Rye Stahle-Smith

📌 Overview

An IVR queue management system built with React TS + Express, backed by a Turso (serverless SQLite) database and deployed on Vercel. Callers submit their account number, department, and issue through a public-facing form. Authenticated agents get a live dashboard to answer and manage calls across all departments.

⚙️ Features

  • 📞 Queue Submission — Public form for callers to join the support queue with account lookup, department selection, and issue description
  • 🤖 Smart Agent Routing — Keyword-matching assigns the best available agent per issue; VIP callers are escalated to leads/managers automatically
  • 📊 Agent Dashboard — Auth0-protected view for agents; filter by department, answer calls, and mark them complete
  • ⏱️ Position & Wait Estimates — Returns queue position and estimated wait time on submission
  • ☁️ Serverless — Node/Express API deployed as a Vercel function; Turso handles the database over HTTP (no persistent server)

📂 Repository Structure

IVR_Queue_System/
├── client/                     # React frontend (Vite + TypeScript)
│   └── src/
│       ├── App.tsx             # Main app (submit form + agent dashboard)
│       ├── utils.ts            # Timestamp and wait-time helpers
│       └── main.tsx            # Entry point + Auth0 provider
└── server/                     # Express API (TypeScript)
    ├── index.ts                # API routes and server entry point
    ├── database.ts             # Table creation, seeding, and init
    ├── turso-db.ts             # Turso serverless database connection
    └── vercel.json             # Vercel deployment config

🚀 Setup

Prerequisites

  • Node.js 24+
  • A Turso database (free tier works)
  • An Auth0 application (for agent login)
  • A Vercel account (for deployment)

☁️ Deploy the Server (Vercel + Turso)

  1. Push the server/ directory to its own GitHub repo (or as a Vercel project root)

  2. In your Vercel project dashboard, add the following environment variables:

    TURSO_DATABASE_URL=libsql://your-db.turso.io
TURSO_AUTH_TOKEN=your-auth-token
NODE_ENV=production

  3. Deploy — Vercel picks up vercel.json automatically. Your API base URL will be something like https://your-project.vercel.app

🌐 Run the Client

  1. Install dependencies:

    cd client
npm install

  2. Create a .env file pointing at your live Vercel API:

    VITE_API_URL=https://your-project.vercel.app
VITE_AUTH0_DOMAIN=your-tenant.us.auth0.com
VITE_AUTH0_CLIENT_ID=your-client-id

    ⚠️ Note: For local development, set VITE_API_URL=http://localhost:3000 to point at the server running locally instead.

  3. Run:

    npm run dev

🖥️ Running the Server Locally (optional)

If you need to test the API locally before deploying:

  1. Install dependencies:

    cd server
npm install

  2. Create a .env file:

    TURSO_DATABASE_URL=libsql://your-db.turso.io
TURSO_AUTH_TOKEN=your-auth-token
NODE_ENV=development

  3. Build and start:

    npm run build
npm start

    ⚠️ Note: Server starts on http://localhost:3000. Set VITE_API_URL=http://localhost:3000 in the client .env to point at it.

Mock Data / Seeding

On first boot, the server automatically creates the database tables and seeds them with mock data if they're empty. This works against your Turso database, so running locally is also a convenient way to populate a fresh Turso instance before deploying to Vercel.

The following mock data is seeded:

  • Team Members — 6 agents across Sales, Support, and Billing (e.g. Alex Johnson - Sales Lead, Marcus Williams - Support Manager)
  • Callers — 5 accounts (ACC-1001 through ACC-1005) with mixed tiers: standard, premium, and VIP
  • Call Queue — 3 pre-populated waiting calls, one per department, with realistic timestamps and agent assignments

⚠️ Note: Seeding only runs when the tables are empty. To re-seed, drop the tables from your Turso dashboard and restart the server.

🔌 API Endpoints

Method Endpoint Description
GET /api/departments List all unique departments
GET /api/team List all agents
GET /api/callers/:accountNumber Look up a caller by account number
POST /api/queue Submit a new call; returns position and estimated wait
GET /api/queue Get the full queue (filterable by ?status=waiting,in-progress)
GET /api/queue/next Peek at the next waiting call (filterable by ?department=)
PATCH /api/queue/:id/verify Verify (?verified=true) or reject (?verified=false) a call
PATCH /api/queue/:id/complete Mark an in-progress call as completed