Using Web Phone on Agent UI

What is Web Phone

Web Phone is a solution that provides the facility for the users to make and take calls through the internet browsers.
Web Phone uses WebRTC Technology to deliver secure and robust VoIP calls through browsers.

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.

WebRTC vs PSTN vs Softphone

WebRTC	PSTN	Softphone

WebRTC	PSTN	Softphone
Provides built in browser based call management	Requires dedicated line to manage the calls.	Requires installing 3rd party software application to manage calls.
Convenient for the agents to operate handle calls from the Agent UI itself.	Causes inconvenience to the agents to work with customer over the call.	Agents are dependent on the application services to manage calls.
Highly scalable and high mobility.	Limited scalable and low mobility	Requires regular software updates to make it scalable.
Calling is made through VoIP so it is cheaper to operate.	The call charges are quite higher than VoIP.	High internet bandwidth is required to operate VoIP calls.

Advantages of implementing Web Phone solution

At Phonon, we have provided one centralized solution from where the agents can take and make calls from our application itself from just the click of a button.
Increasing the agent efficiency and improving the agent convenience by eliminating the 3rd party device to manage calls.
We can also provide basic configuration to the admins like Enable Auto Answer (incoming calls) or Auto-Answer After (sec) so that admins can manage their call center setup as per their convenience.
Integrating WebRTC solution with the Phonon application makes life of agents simpler by allowing them to handle calls through our Agent UI itself.
This solution eliminates the clients’ cost of owning dedicated landlines or 3rd party softphone applications, so it highly cost effective and reliable source of VoIP.
DLTS-SRTP encryption makes the call connection highly secured.

Workflow

Key Benefits of Web RTC on Agent UI

1	Save Cost	With Phonon Web Call, agents can take calls directly from the Central Agent UI, so you do not have to procure any additional Softphone Licence, Deskphones or Mobile Phones for your agents! Considering an average cost of ₹3,000 per license or deskphone, for every 100 agents, that’s a saving of ₹3,00,000!
2	One Provider	By working with a single provider providing the end-to-end call center solution, you remove the headache & time cost of: Procuring from multiple providers Security audits for selected providers Pricing discussion, etc.
3	Quick Deployment	With Phonon Web Call available pre-integrated, the time-to-go-live is drastically reduced. Now, Call Centre is just get-set-go process!
4	Improved Agent Experience	Increasing the agent efficiency and improving the agent convenience by eliminating the 3rd party device to manage calls.
5	More Productivity	Advanced Features such as Auto Answer removes the time wasted to receive incoming calls, and time wasted due to telecom delays. With Auto Answer enabled, the calls get connected in an instant the call is allocated to the agent! Since VoIP calls do not face telecom congestion issues, calls also do not get missed / not land on the agent.
6	Better Security	DLTS-SRTP encryption method, makes the call line highly secured and it also detects man-in-the-middle attacks
7	Operational flexibility	As the contact center solution integrated with the Phonon, Web Call can reach any location, agents can work from home or any other location. All they need is an internet connection and a compatible web browser. They no longer need to be present at the main call center.
8	Mobility	Allows the agent to remotely access the phone system.

Key Features

1	Plug n Play	Just use any Chrome Desktop Browser v90+ with a stable internet connection of 100 KBs and a headset, and the agents are ready to take calls
2	High Definition Audio	With internet calling, the call quality will be in high definition.
3	Auto Answer	WebRTC has a feature which allows us to configure whether the incoming calls will be auto-answered. In future this feature can made configurable as per the client requirements.
4	Secure	Secure connection with TLS & SRTP encryption
5	Setup	Agent can directly setup the preferred Microphone & Speakers

Pricing

Phonon Web Phone will be available free-of-cost with Agent License GOLD and above.