Overview: WebRTC (softphone) audio settings (Edify App)

This article provides an overview of the WebRTC (softphone) audio settings you can edit in Edify App.

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Overview

The softphone (webRTC) accessible through Edify App allows you to manage phone calls through your computer instead of through a physical desk phone. Using the softphone provides you the ability to work from anywhere, at any time.

If you like using a desk phone when in the office, and the softphone when working elsewhere, you can do that. If you have a desk phone, you can use both your desk phone and softphone to manage phone calls as you need.

Softphone settings for all Edify users

Whether you prefer to use just the softphone for managing all of your Edify phone calls or to use it only sometimes, you’ll want to configure the settings for the softphone to ensure it functions to meet your needs.

The following settings are vital when optimizing your webRTC preferences.

• Answering WebRTC interactions

• Ringtone

• Audio devices

Softphone settings for Edify CX users

There’s an additional softphone setting to configure if you’re an Edify CX user. If you are a queue user who manages interactions, you have the additional option to manage how the system answers interactions. This is the Auto Answer setting.

The Auto Answer setting allows Edify to automatically accept queue interactions sent to your user when enabled.

This setting is configured in the Auto Answer container of your call settings and is reliant on your CX and user status configuration. This means that any time you are actively logged into the queue workspace and are available to receive interactions, Edify automatically accepts the interaction on your behalf.

Choosing to enable the auto-answer feature eliminates the need for you to manually click the Accept button because the system automatically answers the interaction for you.

Visual breakdown

A. Enable WebRTC: The Enable WebRTC access toggle gives you the ability to enable or disable your softphone. When enabled, the softphone is able to make and receive calls while also allowing your desk phone (if you have been provisioned one) to make and receive calls. If you do not have a desk phone, it is recommended that this toggle be enabled.

B. Desktop/Web/CTI App: Because you can log into the Edify App in more than one location (i.e. desktop application, Google Chrome web browser, or through a CTI), the Desktop/Web/CTI App toggle gives you the ability to define which of these areas you would and would not like to produce an audible ring. You can access the Edify app in the following ways all at the same time:

a. Notification - Web: Enable or disable your web browser from allowing your softphone to ring

b. Notification - Desktop: Enable or disable the desktop application from allowing your softphone to ring

c. Notification - CTI: Enable or disable the CTI from allowing your softphone to ring

C. WebRTC Audio Input: The WebRTC Audio Input menu gives you the ability to define what device you would like to speak through when on calls or interactions that use your softphone. The menu options are specific to your own computer set up and could include your computer microphone, a paired headset, and more.

D. WebRTC Audio Output: The WebRTC Audio Output menu gives you the ability to define what device you would like to hear call or interaction audio through when using your softphone. The menu options are specific to your own computer set up and could include your computer speakers, a paired headset, and more.

E. WebRTC Ring Tone: The WebRTC Ring Tone menu gives you the ability to define what device you would like to hear your softphone ring through. The menu options are specific to your own computer set up and could include your computer speakers, a paired headset, and more.

F. WebRTC Ringtone Volume: The WebRTC Ringtone Volume slider gives you the ability to define the volume level at which your softphone rings when an inbound call rings you.