Telephony
Browser-based softphone
The softphone is built into the CONTACT.WORK web interface. It runs on WebRTC, the voice technology already built into every modern browser. Agents answer and place calls right in the platform window, and the only hardware they need is a headset. You don't buy desk phones or install software, audio is encrypted, and if you prefer, you can connect a SIP phone instead of the browser.
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What the softphone can do
Examples
Where a browser softphone pays off most
Three situations where the browser beats a desk phone.
Remote agents
An agent opens CONTACT.WORK at home, puts on a headset, and sees their queue's calls right away. No phone, no software, no complex network setup: audio goes through the home router, and calls are recorded just as they are in the office.
- Their own queue at home
- Recorded just like in the office
- Audio through the router
Locationat homebrowserQueue"Sales"calls flowingDevicenot neededheadsetBookingcustomer sidesame as officeA headset instead of a handset
The office can go without desk phones too. With a headset, agents talk hands-free and fill in the customer record at the same time. Moved to another computer? Log in, and the extension follows the agent.
- Hands free
- The extension follows the person
- Easy to update the record
LoginAnnaextension 214Connectiondesk 15extension 214HandsetnoneheadsetRecordside by sideringingNew hire or new branch
To add a new agent or a whole branch, you need logins and headsets. No phone lines to run to the new space: people log in to the platform and start taking calls from the company's shared queues.
- An account and a headset
- No phone lines
- Calls on day one
Agents8 loginscreatedHeadsets8grantedLinesnot neededover the internetQueuessharedcalls flowingNothing changes for customers: they call your regular company number.
How it works
How the softphone works
WebRTC
What the softphone runs on
WebRTC is an open communications standard supported by all popular browsers. The browser takes voice from the headset, encodes it with one of the codecs the standard requires – Opus or G.711 – and sends it to the server encrypted. That's the main benefit: no plugins, installs, or updates on agent computers.
- A standard in every browser
- Opus and G.711 codecs
- Encrypted by default
StandardWebRTCbuilt inMicrophoneUSB headsetallowedCodecOpusrequiredHandoffDTLS-SRTPencryptedNetwork
How a call travels
From the browser, the call goes to the platform server, where a gateway converts it from WebRTC to SIP and hands it to Asterisk or another PBX. Calls between browsers, regular phones, and SIP desk phones are routed together. Helper STUN and TURN servers get audio through routers and firewalls.
- WebRTC-to-SIP gateway
- Shared routing
- Audio through NAT
BrowseragentWebRTCGatewayserverto SIPPBXAsteriskrouteCustomermobileconnectedSecurity
Keeping calls secure
Audio is encrypted with SRTP, and control commands with TLS and DTLS. The browser turns on the microphone only after the agent allows it. Before launch, we document what traffic goes where so your security team can approve it more easily.
- Encrypted audio
- Microphone by permission
- Traffic documentation
SoundSRTPencryptedControlTLS, DTLSencryptedMicrophonewith permissionagentsTrafficdocumentedfor security teamReliability
If something goes wrong
If an agent accidentally reloads the tab, they don't drop out of the queue right away – they have time to come back. Teams that need full independence from the browser can connect a SIP desk phone: agents can take calls with it even when the computer is off.
- Time to return
- SIP phone as a backup
- No lost calls
Tabreloadedin queueRefundin 10 s“Ready” statusSIP desk phoneconnectedas backupComputeroffdesk phone ringsLaunch
How we connect you
- 01PlanWe review your office network and document the traffic for your security team so they can approve access in advance.
- 02ServerWe set up the gateway and the media servers and make sure calls don't drop.
- 03LinesWe connect your phone lines and company numbers – customers keep calling the same numbers.
- 04SeatsWe create user accounts, queues, and agent extensions, and set permissions for each person.
- 05TestingWe place test calls from the office and from home and compare audio quality on different internet connections.
- 06TrainingWe walk agents through the call screen and the headset check and answer questions before their first shift.
Cost
Desk phones vs. a browser softphone
| Browser softphone | Desk phones | |
|---|---|---|
| Hardware | A headset per agent | A phone on every desk |
| Setup | Log in | Configure every phone |
| Remote work | Same as the office, no phone | Take the phone home or forward calls |
| New seat | Login and headset | Line, phone, setup |
| Colleague in another city | Extension call over the internet | Call through the carrier |
| Customer record | Next to the answer button | On screen, separate from the handset |
Requirements
What you'll need
- Browser
- Chrome, Firefox, or another modern browser
- Headset
- USB or with a standard computer jack
- Internet
- 100 kbps up and down per call
- Telephony
- Asterisk or another SIP PBX
- Backup option
- A SIP phone or an app like Zoiper
- Cost
- No license fees; calls billed at your carrier's rates
Preparation
What to decide up front
Q&A
Frequently asked questions
What does an agent need to work?
A computer, a headset, and a stable connection – the bandwidth needed is modest, less than a video call. No software to install: agents just log in to the platform with their own credentials.
What is WebRTC, and why does the softphone need it?
It's a way to make calls from the browser without a separate app. So there's nothing for agents to install: the browser carries the voice and encrypts it right away.
Which browsers work?
Chrome, Firefox, Edge, and other modern browsers – WebRTC is already built in. On first login, the agent allows microphone access.
Why is WebRTC more convenient than a regular SIP softphone?
You don't install or update it on every computer, it works behind a home router with no setup, and encryption is always on. A desktop SIP softphone remains a backup for people who prefer a separate app.
Does the softphone work on a phone or tablet?
It does: the softphone also opens in a mobile browser when an agent needs to answer away from the computer.
Will an agent hear a call if the tab is minimized?
They will: the call rings even when the tab is minimized or another program is open.
How secure is it?
Audio and control commands are encrypted, and the microphone turns on only with the agent's permission. Your security team sets network rules for offices and remote locations – we prepare the traffic documentation in advance.
Is the softphone safe for our network?
Calls are always encrypted – it's built into WebRTC. We give your reviewers documentation: which addresses and ports to open, which streams go where, and where recordings are stored.
What if an agent accidentally closes the tab?
They don't drop out of the queue instantly: there's time to come back. See the queues page for details.
What if a second call comes in during a conversation?
The agent sees it on screen and can switch to it by putting the first customer on hold.
Can a supervisor join the call?
From the call window, the agent can add a third participant – the shift supervisor or a colleague who knows the answer.
Can I use a SIP phone instead of the browser?
You can link a SIP desk phone or an app like Zoiper or MicroSIP to the agent's login. With a desk phone, the agent stays available even when the computer is off.
Do remote agents need a VPN?
Usually not for audio: it goes through home routers with no extra setup. Whether a VPN is needed to access your other systems is up to your security team.
What if an agent can't hear well?
First, the agent checks the headset with the built-in audio test. If the problem is the connection, a cable instead of Wi-Fi helps, and in harder cases we troubleshoot together with your support team.
Does every agent need a separate phone number?
No. Each agent has an extension, and customers call your shared company numbers, which route calls into queues.
How much does the softphone cost?
There's no separate fee or license – the softphone is part of the platform. Calls to regular phones are billed by your carrier, and setup is billed in support plan hours.
Glossary
Terms on this page
- Softphone
- A phone app that runs on a computer or in a browser. Learn more →
- Encryption
- Encrypted data can't be read without the key. Learn more →
- SIP (Session Initiation Protocol)
- The protocol that sets up calls in IP telephony. Learn more →
- WebRTC
- Calls right from the browser, with nothing to install. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- Backup
- Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
- VPN
- An encrypted tunnel from the internet into an internal network. Learn more →
- IP PBX
- A company phone system that runs over the internet and your local network. Learn more →
- Supervisor
- Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
- Call recording
- Calls are saved so they can be replayed and disputes settled. Learn more →
- Call routing
- Rules the system uses to decide who gets a call. Learn more →
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