Hello,
I Work for 7 years on Elastix, Asterisk and Wildix.
Even our Call Center Elastix uses and the form of the Call Center, and I know for sure that the change you are interested in does not require modification of the scripts of the module call center.
If I understand correctly, there is a need to "rest time" between a call and the other to handle the Ticket, and fill out all required fields, right?
I put in a much lower price, as this change can be made in just a few minutes from the PBX and not scripts Call Center.
greetings