what is sugarCRM actually doing here?

I tried contactcenter menu link , that is how you get into sugarcrm part. I really have no clue why this menu is called call center. You can do anything but direct calling from this CRM. usually CRM allows direct calling and trakking of contact moments, it least I hoped to see this here.

by the way, CRM seems to ruin the IVR menu, at least it stoped working (not sure it has to do with CRM but i did not changen anything in IVR since it worked.