WebRTC

Communication Flow

The communication flow between Softdial Webphone™ and the other components is shown in Fig. 1, and described below.

Agent login

Fig. 1 - Agent login

  1. An agent logs onto the Softdial Contact Center™ (SCC) web server, either
    1. in embedded mode - via the web login page and opens Agent Desktop (including Softdial Webphone™)
    2. in standalone mode - via the page as set up in Installation (e.g. http://<web server>/softdial/<tenant>/phone). See Logging In and Out
  2. The web server provides the Webphone with configuration details (via Softdial Repository™)
  3. The Webphone registers with FreeSWITCH™
  4. The agent logs onto a campaign
  5. Softdial Contact Center™ (SCC) sends a request to Softdial Telephony Gateway™ (STG)
  6. STG places a SIP call to FreeSWITCH™
  7. FreeSWITCH™ places the call to the Webphone (which auto-answers)

The above sequence is shown in more detail in Fig. 2 below:

boot sequence

Fig. 2 - WebRTC boot sequence