WebPhone is a browser-based application that allows you to place calls over the Internet by using Voice Over Internet Protocol (VoIP). All you need is a computer connected to the Internet with a browser and a PBX server.
Impact CRM has a build-in WebPhone that supports calling VoIP extensions and external call to the PSTN (Public Switched Telephony Network)
To set up the VoIP, navigate to:
(This guide assumes that you already have a CRM user created)
Settings > User management > Users > Edit (Pencil Icon) > VoIP
The below VoIP information has to be entered:
SIP Domain - Domain of the PBX, e.g. mycompany.impactpbx.com. On CRM you need to add the port 7443. So this field looks like: mycompany.impactpbx.com:7443
SIP Extension - The Extension number of the user in the PBX
Password - Password for that specific PBX USER
STUN Server - Server for better quality connections. Our default STUN server is: stun.impactpbx.com. On CRM the entry needs to be: stun:stun.impactpbx.com:3478. Note that if you wish to leave the STUN Server blank the entry needs to be → []
VoIP Mode (SIP / WebSocket) - Defines the interface the CRM is integrated with the PBX. API is used by proprietary PBXs, Websocket is used by Impact PBX.
Once this information is filled out press save.
You will also need to allow the below through your browser:
To allow the audio from the browser settings in order for the dialer to work properly, navigate to:
Browser Settings> Site Settings> Additional content Settings
Sound
Allow > Press Add
Add URL of your domain
Click on the url domain you added
Allow the below advised audio
Audios to allow:
JavaScript
Background Sync
Sound
Microphone
Motion Sensor
Notification
Users can also view or edit the VoIP settings by navigating to:
Click on the initials on the top right-hand side of the page > Profile > Edit > VoIP Information
Important note:
Two connection methods are supported:
1. WebRTC through WebSockets: This mode allows you to interact directly with your PBX system
through WebSockets using the RFC7118 protocol (https://tools.ietf.org/html/rfc7118).
2. WebRTC through SIP Gateway:
a. This mode allows you to interact with your PBX system through a SIP Gateway. The latter is
responsible for acting as a SIP client on behalf of the Web phone. Currently, the Janus SIP Gateway
is supported.
b. You should use this mode when the PBX does not support the SIP protocol through WebSockets.
c. In order to use SIP the SIP proxy needs to be available under
Settings > Portal Settings > Integrations
The selection of the VoIP mode depends on the PBX you are using.
For example, the Impact PBX supports both SIP and Websocket mode.
3 status phases of the phone icon that the user may find:
Phone Icons | Phone Status |
|---|---|
Registered | |
Registering to Server | |
Could not Register |
Potential issues:
a) Wrong configuration e.g Wrong credentials may have been entered
b) Browser permission such as Microphone may be blocked
Features on the CRM phone
Call
Call direct a VoIP extension or external phone number using the dialer.
Easy call CRM contacts ( Leads, Customer, Contact ) by clicking on the phone number.
c. Auto dialer feature that supports selecting multiple contacts and the phone will call them
automatically one by one. Once the call is ended, failed or not answered the web phone will dial the
next one automatically. You can pause and resume the auto dialer mode by using the play and pause
button.
2. Contacts (Leads/Customers)
a. Shows the lead/customers list that are shown on CRM. Note that leads/customers that appear on the
dialer contact section depending on the filters selected. If no filters are entered then all
leads/Customers will be displayed
b. To call a contact the user can click on the phone button.
c. To start the auto dialer mode, the user will need to select multiple contacts and then press on the play
icon ’' ▶ ''. (To see the contacts that did not answer press on‘' ↪ '')
d. To see the contacts that did not answer press on‘' ↪ ''
3. History- Shows all the calls made in the past
a. To open the dialer press on the phone icon on the button right-hand side
b. To close the dialer press on the phone icon on the button right-hand side of the page or the ‘' x’'
Users permissions Required | |
|---|---|
To Setup a User | Users: View Users View All Users Update Users |
To View call History | Leads: View all Leads Calls: View all Calls Users: View all Users |
For the phone to read the recordings that are shown on the leads/customers table | Leads: View Leads Customers: View Customers |