WebRTC on the agent side
WebRTC enables audio communication in a compatible browser. The softphone integrates mute, hold, transfer and hangup into the customer workspace. Headsets, network quality and browser permissions matter.
The SIP trunk on the carrier side
A trunk connects the platform to a carrier to route calls. Authentication and configuration depend on the provider. Before production, validate inbound and outbound calls, codecs and agreed capacity.
Capacity is more than concurrency
Distinguish two limits: CPS controls initiation rate, while CC controls concurrent calls. A campaign may reach one limit before the other. Monitoring both helps explain rejections and size traffic.
Prepare continuity scenarios
Document routes, priorities and fallback carriers. Test failover in a controlled environment and review trunk reports. Understand expected behavior before an incident occurs.
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