Guide for Systems Administrators

WebRTC

WebRTC (Web Real-Time Communication) provides web browsers and mobile applications with real-time communication via simple application programming interfaces (APIs). It allows audio and video communication to work inside web pages by allowing direct peer-to-peer communication, eliminating the need to install plugins or download native applications.

Making use of this native facility, from V10.7, Softdial Contact Center™ (SCC) offers a WebRTC softphone known as Softdial Webphone™. The Webphone is available in 2 modes:

  1. In Embedded Mode, the Webphone is an integral part of Agent Desktop, to be used as module of SCC (Fig. 1)

    WebRTC Softphone - embedded

    Fig. 1 - Softdial Webphone™ - embedded

    This mode is installed by default with SCC.

  2. In Softdial Webphone™ - Standalone Mode, the Webphone is a piece of software to be used as a phone (usually integrated with 3rd party software) (Fig. 2)

    WebRTC Softphone - standalone

    Fig. 2 - Softdial Webphone™ - standalone

    This mode must be downloaded and installed separately.

When an agent either

the browser effectively becomes a softphone, connected to SCC and ready to make and receive phone calls.

Connectivity between (SCC and the Webphone on the agent's computer is provided by the WebRTC Gateway voice solution (Fig. 3).

WebRTC diagram

Fig. 3 - WebRTC connectivity

WebRTC encrypts traffic by default, so all voice traffic between the agent’s web browser and the WebRTC Gateway is secure. See Security.

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