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Glossary

WebRTC

WebRTC (Web Real-Time Communication) is an open standard that lets a browser send voice, video, and data in real time without plugins. In a contact center it turns the browser into a phone: agents take calls right on a web page, with no desk phone and nothing to install.

Why it mattersA browser and a headset are all an agent needs – a workstation is ready in minutes.

Also called: Web Real-Time Communication, browser calling

How it works

How it works

The browser takes audio from the microphone, compresses it with the Opus codec, and sends it encrypted over SRTP. The standard does not define how the browser sets up a call with the server – contact centers usually send SIP over a secure WebSocket.

To get audio through firewalls and NAT, WebRTC uses ICE plus STUN and TURN servers. WebRTC does not work without encryption, and it cannot be turned off.

  • Codecs: Opus, also G.711
  • Encryption: voice over SRTP, keys via DTLS; always on
  • NAT traversal: ICE, STUN, and TURN

Use

Where it is used

WebRTC powers agents' browser softphones, call buttons on websites, and video calls with customers. A remote agent needs only a browser and a headset.

Practice

What affects call quality

  • A stable network: latency up to 150 ms, with little jitter (variation in delay) and packet loss
  • A TURN server for agents behind strict firewalls
  • A USB headset with echo cancellation
  • An up-to-date browser
Watch the connectionTrack call quality for each agent. Bad audio is most often Wi-Fi or home internet, not the platform.

In CONTACT.WORK

How it works in CONTACT.WORK

In CONTACT.WORK, agents take calls in the web app over WebRTC – no separate softphone needed. A WebRTC gateway connects the browser to Asterisk, FreeSWITCH, or another SIP PBX, and STUN and TURN servers carry audio through NAT. Voice is encrypted with SRTP, and signaling is protected with TLS/DTLS. A call quality indicator in the web app warns the agent right away when the network is failing. Customers can call from a website or app in one click, and video conferences open from a link.

More

Where to use it

Browser calling (WebRTC) Take calls in the browser with nothing to install Learn more Telephony Connect your numbers and set up queues Learn more

Backlinks

Where it appears on the site 7

Platform 4

Services 1

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Glossary

Related terms

SoftphoneSIP (Session Initiation Protocol)SIP trunkIP PBXOmnichannel customer service

Blog

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