VoIP / SIP Calling on Agent UI

Background

SIP Calling is the next-age calling solution which leverages Voice over IP and SIP Trucking for last-mile voice delivery.

Key Benefits:

1. Cost-effective communication

2. Easy scalability: When you use SIP trunking, everything from phone calls to video conferencing happens over the internet. That means you don’t need to buy more physical lines just because you need more phone numbers or concurrent calls.

3. More Productivity: You’ll see better collaboration, productivity, and efficiency. Whether you’re a single office with 10 people or have hundreds of employees across the world, everyone can be reachable through a device they already have - their smartphone.

4. Reliable, high-quality calls: No matter how you set up your SIP calls, it leverages Wi-Fi calling. Once you’re connected to a wireless network, you can make a call from your mobile phone using Wi-Fi instead of your cellular network.

TRAI Regulations

SIP Calling with WFH Agents have been recently green-lighted by the Department of Telecommunications.

Please refer to this DoT Document updated on 23rd June, 2021, here's the official link to the PDF: https://dot.gov.in/sites/default/files/Revised%20OSP%20Guidelines.pdf.

Once you open it, please go to Page 6, where you'll find Chapter 4 "Work From Home/Work From Anywhere". Refer to Point 2, which states

2. Interconnection of remote agents to the OSP centre is permitted using any technology including boardband over wireline/wireless

Any technology includes SIP calling. We have also enhanced the security of the VoIP calls with end-to-end encryption and SRTP support.

Types of SIP Calls

Web Phones - recommended

You just need a computer with latest Google Chrome installed, Internet of atleast 120 kbps speed, and a headset with microphone support to receive calls from.

Agents can be from any remote location throughout India.

That’s it.

Hard Phones (Deskphones and Speakerphones)

A hard phone looks like a regular telephone and indeed behaves like one. Example Includes Grandstream 1610 / 1620 or Sangoma P310/P315.

One limitation of hard phones is that they are stationary. This is where softphones come into play.

Softphones (VoIP apps & Calling Software)

Softphones are applications that provide users with phone service connectivity through software installed on a desktop, laptop, or smartphone.

This is mostly useful for agents who do not have a computer, or are on-street, since the softphone can be installed on the mobile phones.

Once your VoIP app is installed, use a headset and microphone for the best calling experience.

Get Started with SIP Calling

1. Check the Network Configurations here

2. Check the Agent User Guide here

3. Check the Supervisor User Guide here

Frequently Asked Questions

1. Can the Agents do Outbound Calling as well?

Yes, Phonon Communications is an Audiotex Licensee, which allows us to do Outbound Calling over VoIP as well.