CIC web-based phone

The web-based phone enables CIC users using Interaction Connect to use a web browser on a PC as a SIP telephone using WebRTC as the communication protocol. The 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 the web-based phone leverage the existing functionality of CIC. Call data, prompt plays, music on hold, and recordings for the web-based phones function as normal CIC calls for traditional IP phone types.

Usage overview for web-based phone

Note: You need to assign each user an extension number from a PureCloud extension pool. This can be done manually, but you can run the Web-Based Phone Configuration Wizard available in Interaction Administrator. This wizard creates extension pools and assigns extension numbers automatically. See Configure Web-based phone feature.

Once you configure the web-based phone for a station in Interaction Administrator, agents and users do the following steps to use a web-based phone:

1. Log on to Interaction Connect using your CIC user account.

2. Choose Web-Based Phone station type.

3. Select the microphone and speakers to use for communication.

Implementation

• Web-based phone requirements

• Web-based phone processing

• Web-based phone limitations

• Configure Web-based phone feature

Related documentation

• PureCloud for CIC Administrator's Guide - the first step to enabling CIC web-based phones.

• PureCloud Resource Center - All PureCloud documentation

• Interaction Connect Help - All information on the Interaction Connect client web application for CIC, including procedures for agents to use the web-based phone.