MaxContact Softphone (WebRTC)

Previously, users needed to install third-party software to nail up to the system and stream call audio to and from an agent. The MaxContact Softphone, using WebRTC, removes this requirement, streaming audio directly inside the agent's browser instead.

Note. Contact the MaxContact Support team if this feature isn't visible on your portal.

Enabling WebRTC for a user

Once the feature is enabled, admin users decide which users nail up via WebRTC on the CTU page. Select a user, then enable or disable WebRTC on their profile.

Note. This may already be configured as part of your onboarding process.

How to use the MaxContact softphone

Using WebRTC to nail up differs slightly from the previous third-party softphone option. Users are no longer responsible for nailing up to the correct extension; extensions are generated and managed by the software instead, so the input fields previously used to enter an extension aren't shown to users on this method.

Softphone tab

When a user nails up, the system checks for an open WebRTC tab. If none is open, it opens one automatically. This tab replaces any previous softphone application and should stay open in the background whenever the user needs an audio connection. If a tab is already open, the system uses that one to connect.

Note. Users must allow microphone access within their browser if it isn't already enabled. This is requested the first time a user connects via WebRTC, and shouldn't be asked again afterwards unless they switch to a different browser.

Progressive Web App (PWA)

For Chrome and Edge users, the Softphone tab is available as a Progressive Web App, letting users install it to their local machine. Once installed, they can launch the softphone directly from their PC without opening a browser first. Running as a PWA, the softphone has its own window and a MaxContact icon.

To install it, select the download icon in the browser's URL bar once the system has opened the Softphone tab.

Connection status displays

Status	Meaning
Disconnected	The tab hasn't attempted to connect to the server.
Registered	The tab has connected to the server and is available to receive a nail-up call.
Ready to take calls	The tab has received and accepted the nail-up call, and the audio stream is established.
Not logged in	The tab attempted to register with the server but couldn't connect.
Error! Is your microphone enabled?	The nail-up call reached the tab but couldn't be answered. This usually happens when the tab doesn't have access to a microphone.

Closing the softphone

The WebRTC tab streams audio to and from the user. Closing it severs the connection, disconnecting any calls the user was on and putting them into break.

Note. Users in interaction campaigns can stay logged in without a nail-up connection, so they can continue handling chats, emails, SMS, WhatsApp, or Facebook interactions without interruption.

Coaching

The MaxContact Softphone is also available for coaching. When the feature is enabled, users on the coaching page can choose which method they want to use to nail up, using a checkbox.

IT requirements

To make sure the softphone works on your system, whitelist the following IP addresses:

IP Address
52.147.38.77
13.77.43.148
40.127.10.195
172.187.144.209
20.0.81.87
102.37.153.105
20.68.242.130
20.77.2.119
20.77.8.143
20.77.104.41
51.104.60.76
51.104.61.101
52.142.146.155
51.137.133.114

And open the following ports:

Usage	Port Range	Protocol
HTTPS	443	TCP
Turn	3478, 49152-65535	UDP
VOIP	15384-30000	UDP