CIC web-based phone

The CIC web-based phone feature enables Interaction Connect users to use a web browser on a PC as a SIP telephone using WebRTC as the communication protocol. The CIC web-based phone eliminates the need to distribute, install, and configure a physical IP telephone for each agent or user, or to install a SIP soft phone application on PCs.

Interactions that use CIC web-based phone leverage the existing functionality of CIC. Call data, prompt plays, music on hold, and recordings for CIC web-based phones function as normal CIC calls for traditional IP phone types.

Note:
For 2017 R2, CIC web-based phone is an early-release feature. The CIC web-based phone requires CIC 2017 R3 for PureConnect Cloud/Caas.

For PureConnect Cloud (CaaS) customers, all WebRTC media traffic is routed through the PureCloud Edge device to the Interaction Media Servers in use with the feature. This PureCloud Edge device must be deployed at the customer site.

For Remote Control Model (RCM) customers, this traffic will pass across the MPLS network. The MPLS link must be sized as if each agent was at the customer premises; no media will be passed out the PureConnect/PureCloud use with the feature.

CIC web-based phone requirements

• Personal computer with the following items:
  • Speakers and microphone (or headset)
  • Supported web browser
    • Google Chrome - version 47 or higher
    • Mozilla Firefox - version 44 or higher
• Licensing:
  • No feature license for CIC is needed at this time
  • PureCloud Communicate license
• Network:

  CIC web-based phone consumes approximately 200 to 400 Kbps (30-50 KB/sec) of bandwidth, even when not on an active call.

  Note:
  Ensure that your network connections between the agent and PureCloud are sufficient to facilitate the bandwidth consumption for all CIC web-based phone instances in a location.

• PureCloud Edge appliance (one or more):
  • PureCloud Edge (Standard)
  • PureCloud Edge Mini
  • PureCloud Edge Micro
  • Virtual PureCloud Edge
• CIC 2017 R2 or later

Note: The CIC web-based phone requires CIC 2017 R3 for PureConnect Cloud/Caas.

Interaction Connect and WebRTC

After you use Interaction Administrator to configure lines and dial plan entries to connect to PureCloud, and create stations as CIC web-based phones, agents use the CIC web-based phone type in Interaction Connect:

CIC web-based phone limitations

At this time, the CIC web-based phone feature has the following limitations:

• All CIC web-based phones are treated as remote numbers.
• The CIC web-based phone feature facilitates only audio communications, video communications are not available at this time.
• The CIC web-based phone feature supports only the following web browsers:
  • Google Chrome - version 47 or higher
  • Mozilla Firefox - version 44 or higher