The Softphone Testing tool performs a series of diagnostics to ensure a user’s browser and network environment supports audio functionalities necessary for optimal performance with the MaxContact Softphone. The tool checks media device access, test latency to MaxContact regions, and validate the network’s ability to handle audio traffic.
Key Features
- System Readiness Checks: Verifies internet connection, authentication status, and access to softphone servers.
- Device and Browser Compatibility: Confirms device type, operating system, and browser meet Softphone requirements.
- Audio and Microphone Testing: Ensures proper configuration and availability of audio output and input devices.
- Simple Results: Provides clear pass/fail outcomes, making it easy to self-diagnose or share results with support teams.
- Latency Checks: Measures connection quality to the servers, providing insights into latency and potential impact on call clarity.
Why It Matters
It empowers users to resolve common setup challenges independently, reducing the need for support interventions and enabling faster onboarding and troubleshooting.
Access Details
The tool is integrated into the Contact Hub User Menu and can be accessed:
- Before joining a campaign: From the Campaign Selection screen.
- While logged into a campaign: Without disrupting the workflow. The tool opens in a new browser tab to ensure users do not lose access to their current tasks.
System Test
| Test | What It Does | How It Works | Result | |
| 1 | Internet Connection | Verifies if the user’s device has an active internet connection. | Checks the browser’s `navigator.online` property. If `true`, the test passes; otherwise, it fails. | Displays 'Success' or 'Failure'. |
| 2 | Logged In | Confirms the user is authenticated. | On page load, the backend validates a token in the user’s cookies. If valid, the test passes for subsequent checks without re-validating. | Displays 'Yes' or 'No'. |
| 3 | Softphone Server | Ensures the backend has provided a collection of RTC servers. | On page load, the backend retrieves the server list. During the test, it confirms there is at least one server in the collection. | Displays 'Configured' or 'User does not have permission to see WebRTC Endpoints'. |
| 4 | Device Type | Identifies if the user is on a mobile or desktop device. | Analyses the browser’s `UserAgent` string. If it contains 'mobi' or 'Android,' the device is marked as mobile; otherwise, it is identified as desktop. | Displays 'Mobile' or 'Desktop'. |
| 5 | Operating System (OS) | Detects the user’s operating system. | Parses the `UserAgent` string for OS indicators (e.g., 'Win,' 'Mac,' 'Linux,' etc.). If no match is found, it displays 'Unknown OS.' | Displays the OS name if this is Mac, Linux, Android, Mac, iOS or Windows otherwise shows as 'Unknown'. |
| 6 | Browser Compatibility | Checks the browser name and Chromium support. | Extracts the browser name from the `UserAgent` string and checks for the `window.chrome` flag to confirm Chromium support. Passes if a browser name is found. | Displays browser name and 'Supported' (if Chromium-based). |
| 7 | Audio Output | Verifies that audio output devices (speakers) are available. | For Firefox, the test fails automatically. For other browsers, queries connected devices. Passes if at least one speaker is detected. | When Mic Access is disabled will show as ‘Speakers Available’ When Mic Access is enabled will show the default Speaker and a list of other Speakers available. |
| 8 | Microphone Access | Ensures the browser has access to the microphone. | If access is already granted, the test passes. If not, the browser prompts the user to allow access. The test depends on the user’s response. | Displays 'Permission Granted' or 'No Permission'. |
| 9 | Microphones | Checks for connected microphones. | Queries connected devices and filters for microphones. Passes if one or more microphones are found. Fails if access is denied or no microphones are detected. | When Mic Access is disabled will show as ‘Microphone Access Unavailable’ When Mic Access is enabled will show the default Microphone and a list of other Microphones available. |
Connection Speed Test
The Speed Test evaluates the quality of the user’s internet connection to MaxContact’s servers. It provides insights into the latency, helping determine whether the connection is suitable for clear and stable calls.
How It Works:
Testing All Servers:
- The tool runs tests against every server configured on the client’s system. This helps determine if a particular server is underperforming or causing issues.
Ping Methodology:
- For each server, the tool performs three pings.
- A “ping” involves sending a message to the server and measuring how long it takes for the server to respond. This round-trip time is recorded in milliseconds (ms).
- Results are calculated for minimum, maximum, and average latency across the three pings for each server.
Interpreting Results:
- Ideal Latency: Below 200ms ensures clear calls.
- Acceptable Latency: Between 200ms and 400ms may result in slight drops.
- Problematic Latency: Above 400ms is likely to cause major call quality issues.