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A green dot on the WebRTC control bar indicates that the softphone is active and ready to handle incoming or outgoing calls.

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Edit WebRTC Agent

Voice

The Voice section displays settings related to the agent's SIP (Session Initiation Protocol) client configuration. These parameters control how the agent interacts with telephony infrastructure, including call behavior, media handling, and security.

• Host: insert Host IP (for fixed IP access only) or dynamic (for dynamic access) for SIP registration

• NAT: SIP behavior behind firewalls (options: yes, no, force_rport, comedia, never, route)

• Type: defines SIP behaviour in Asterisk, so the relationship between agent and outbound provider. Insert a value among User (used to identify incoming calls), Peer (for outgoing calls) or Friend (which covers both User and Peer)

• Allowed Codecs: Audio Codecs to be used during the call. Choose a value from the list: ulaw, alaw, gsm, g722, g729, opus

• Caller ID: default caller ID shown to recipients

• Context: defines the Agent context (default and recommended value=from-sip)

• Call Group: defines the Agent's call group 

• Pickup Group: defines the Agent's pickup group

• Chanspy if enabled administrator can monitor agent’s phone calls (for more information see ChanSpy documentation)

• Video support: this option enable the H264 video codec. In any case, the video channel is not supported

• Record calls to user extension (default=Inactive; other choices: waw, waw49, gsm) to allow the Agent who gets a call to be recorded automatically

• Encryption (yes/no) using SRTP (Secure Realtime Protocol) Encryption

Other Channels

Capacity

In the Other Channels section for all agent typologies, you can configure the Channel Capacity, which defines the maximum number of concurrent interactions an agent can handle per channel.

• When an agent reaches the maximum number of open interactions on a given channel, they will not receive additional interactions on that channel until some are closed.

• Channel Capacity can be set individually for the following channels: Chat, Email, SMS, Open Channel, Fax or WhatsApp

• The default value is 0, which means unlimited concurrent interactions.

Tab Limit and Capacity Checks Open Before an interaction is accepted—whether in auto-answer mode, manual mode, or when an agent receives a message related to a previously opened interaction—the system performs the following checks to ensure the agent is available: Max Open Tab Limit Check The system verifies if the agent has reached the maximum number of open tabs, as configured in the Global Settings. If the Max Open Tab Limit is reached, the interaction is not notified to the agent. Max Capacity Check If the Max Open Tab Limit is not reached, the system checks whether the agent has reached the Max Capacity for the specific channel. If the Max Capacity is reached, the interaction is not notified to the agent. If the Max Capacity is not reached, the interaction is accepted. Agents will only receive a popup notification for a new interaction if: They are not in pause status on the relevant channel. They have not reached the Max Open Tab Limit. They have not reached the Max Capacity for that channel.   Reporting Behavior: Interactions routed to a queue are logged in the respective report_{{channel}}_queue. If the interaction exceeds the routing timeout, the report entry shows reason: timeout. If the interaction is accepted by an agent, the report entry shows reason: accepted. If the customer abandons the conversation before an agent answers (e.g., closing a chat window), the report entry shows reason: abandoned.   Additional Scenarios: If an agent reaches the Max Capacity or Max Tab Limit, new requests are not notified to the agent and will appear in the corresponding report_{{channel}}_queue with reason: timeout. If an agent has auto-answer enabled but has already reached the Max Tab Limit or Max Capacity, new requests will not be automatically accepted until the agent’s open tabs or capacity decreases. For routing configurations involving multiple queues in sequence: Each queue execution generates a separate report entry with its respective reason. For example, if QueueA times out but QueueB accepts the interaction, the report will contain one entry for QueueA with reason: timeout and another for QueueB with reason: accepted. When an agent accepts an interaction, the corresponding report_{{channel}}_queue entry includes the UserId of the agent.

Auto Answer

From the Auto Answer section, you can enable or disable the auto answer feature for the selected agent.

• When enabled, interactions are assigned to the agent automatically, without requiring the agent to accept the notification manually.

• This feature can be configured individually for each channel, including Chat, Email, SMS, Open Channel, Fax, and WhatsApp.

• You must specify the auto answer delay in seconds for each channel.

Do not use the auto answer feature when using the beepall queue strategy.

Advanced Search

In the Advanced Search section, you can enable or disable the advanced search feature for the selected agent, for each channel.

WebRTC

This menu is available only if Agent's Setting for Typology is WebRTC. WebRTC Settings include the following parameters:

• TLS certificate and TLS certificate's private key: To use a WebRTC function, you need to have valid SSL certificates (self-signed certificates cannot e used).
  To verify these settings, please check the following configuration:

• WSS Port: Show the port used for WebRTC signaling

• Enable Settings: when enabled, the agent is allowed to view and modify their client settings directly from the interface (e.g. adjust audio devices, caller ID, auto answer behavior, etc.).

• Auto Answer: when enabled, incoming calls are automatically answered without agent interaction after a configurable auto answer delay. The system prompts you to define a delay in seconds before the call is auto-answered. During this delay, the agent can prepare the answer.

  • Auto Answer Notification: when this option is enabled (Auto Answer enabled required), a browser notification is shown to the agent during the auto answer delay period. This alert informs the agent that a call is about to be automatically answered.

• Ring in Use: When enabled, the system will forward incoming calls to the agent even if they are already on another call (i.e., their line is busy). Behavior:

  • Enabled: Calls are delivered to the agent regardless of line status (useful for call waiting scenarios).

  • Disabled (default): If the agent is busy, incoming calls are automatically rejected or handled based on queue strategy.

• Enable Recording: allows the agent to manually start and stop call recordings during active conversations via the client interface.

• Enable DTMF tones: when enabled, the agent hears DTMF tones (Dual-Tone Multi-Frequency) during number dialing. This provides audible feedback while entering digits.

• Do not disturb during pause: when enabled, the agent will not receive any call notifications while in Pause status.
  This ensures a true “Do Not Disturb” state during breaks or non-working periods

• Ignore agent break status for preview calls: If enabled, the agent can initiate preview calls even while in Pause.
  The agent is allowed to dial a contact using the Motion Preview button, bypassing the break status restriction.