Browser Softphone & Audio Setup

Last updated · fulliautomatix 1.0.33 · panoramix 3.1.10 · telefonixsip 3.4.4

Sirius Telefonix includes a built-in WebRTC browser softphone inside the Desk (https://desk.<domain>). There is no browser softphone dock in the Admin Console (https://ui.<domain>); all browser calling takes place on the Desk.

1. Browser & Audio Requirements

  • Supported Browser: Google Chrome (desktop) is recommended and verified for WebRTC calling and supervisor live monitoring.
  • Microphone Permission: On your first visit to https://desk.<domain>, Chrome will prompt you to allow microphone access. Click Allow while visiting the site.
  • Headset: Use a wired or USB headset with a microphone to prevent acoustic echo during calls.
  • Keep the Desk Tab Open: Closing or reloading the Desk tab unregisters your browser softphone. If you are on a live call, the Desk will prompt for confirmation before allowing the tab to close or reload.

2. Verifying Your Softphone Registration

Immediately after you sign in to the Desk:

  1. Your browser connects over secure WebSocket (wss://desk.<domain>/ws) and registers your assigned SIP phone line.
  2. Within a few seconds, the status line on your Agent Desk should read ready on extension <XXXX> (for example, ready on extension 1001).
  3. Click the Availability pill in the top header (Off duty / Available) to open its popover:
    • If your account has multiple phone lines assigned, you can pick which line to use while Off duty.
    • Once joined to the call center, the popover displays your line's real-time health: SIP device idle · endpoint online.

Important — Allow 2 Minutes After First Registration: When a browser softphone or hardware SIP phone registers for the first time, the PBX runs a reachability check (qualify) before delivering queue calls to it. Wait about 1–2 minutes after opening the Desk and going Available before testing your first inbound queue call; otherwise, the queue may treat your endpoint as not yet qualified and route callers to voicemail.

What if "No phone" is shown?

If the Desk shows no softphone status line:

  • Verify with your administrator that your user account has a 4-digit Extension assigned and a Phone Line created for that extension under Settings → Phones.
  • Verify that the platform's browser softphone feature is enabled for your environment.

3. Using a Hardware SIP Phone or External Softphone

In addition to (or instead of) the Desk's built-in browser phone, you can register a physical desk phone (Yealink, Cisco, Fanvil, Grandstream) or a desktop/mobile SIP client (Linphone, Zoiper):

  1. Ask your Company or System Administrator for your line credentials from Settings → Phones → Edit Phone Line:
    • SIP Domain / Realm: sip.<domain>
    • Outbound Proxy / SBC Host: sbc.<domain> (UDP/TCP :5060 or TLS :5061)
    • SIP User Name: Always formatted as <companyId>_<extension> (for example, acme_1001).
    • SIP Password: The 8–50 character alphanumeric password configured on the Phone Line.
  2. Keep Call Waiting Disabled on agent lines used with the Desk — the Desk displays a single active call card at a time.

Warning — Avoid 1-Hour Automatic IP Bans: The Session Border Controller (panoramix) enforces strict security policies on SIP traffic:

  • Username Pattern Check: Every SIP registration and call must use a username matching <companyId>_<4-digit-extension>. Attempting to register with a bare extension (1001) or an invalid username format immediately bans your public IP address for 1 hour (Pattern Match Failure).
  • Failed Password Ban: Repeated failed password attempts (401/403) within 10 minutes also ban your office IP address for 1 hour.
  • If your phone stops getting any response from the server, ask a System Administrator to lift the ban under Settings → System Tools → Current bans in the Admin Console.