Integrated Softphone in Salesforce Agent for Administrators

If you're an agent, learn about the Salesforce Agent Integrated Softphone.

Integrated Softphone allows agents to make clear, web-based voice calls with Salesforce Agent without leaving their browser. It is an alternative to desktop VoIPClosed Protocol used for conducting communications and multimedia sessions over the Internet. softphones or hard phones, and has the same rich telephony features.

The Salesforce Agent Integrated Softphone supports the Classic and Salesforce Agent Lightning user interfaces. If you open multiple tabs within Salesforce while using Integrated Softphone, Salesforce Agent may not update and could potentially disconnect the call.

First, your CXone Account Representative must enable Integrated Softphone for your contact center. Once it is enabled, you must configure it on each agent workstation.

If an agent refreshes the agent application browser window during a call, the call can disconnect. The connection loss usually only lasts a few seconds before it reconnects, but sometimes the call disconnects completely.

Configure Integrated Softphone for an Agent

  1. If you have not already done so, contact your CXone Account Representative to enable Integrated Softphone in your contact center.
  2. Verify that your firewall and the agent workstation firewall have the required WebRTC ports and protocols:
    • HTTPS Port 443
    • UDP Ports 1024-65535
  3. Verify that the agent workstation is using a supported browser.
  4. Enable the microphone in the browser.

    1. Click the menu button in the top right corner of the browser.

    2. Click Settings.

    3. Scroll to the bottom of the page and click Show advanced settings.

    4. Locate the Privacy section and click Content Settings.

    5. Select the microphone you want to use from the drop-down. Select the Ask when a site requires access to your microphone radio button.

    6. Click Done.
    7. Reload Salesforce Agent.

  5. Enable Integrated Softphone in the agent's role.
  6. Instruct the agent to select Integrated Softphone when they log in to Salesforce Agent.

Analyze WebRTC with the WatchRTC SDK

The WatchRTC SDK provides an overview of WebRTC health for your organization. It automatically collects application and user data for you to analyze. Integrated Softphone and Voice Quality Metrics must be enabled in your system before you can use it. You can access WatchRTC reports and features through a separate URL. For more information, reach out to your CXone Account Representative.