Can you please explain the difference between the “phone” and “secure phone” device options?
Per our documentation found here: https://help.brightpattern.com/5.3:Contact-center-administrator-guide/CallCenterConfiguration/PhoneDevices
Allow the following phone device options in Agent Desktop applications
Phone via soundcard/headset (Agent Helper Application)
This option is a softphone application working as a phone in user computers. When selected, the extension number assigned to users in configuration will be their phone number for the duration of the login session.
Secure phone via soundcard/headset (Secure Agent Helper Application)
This option, while similar to the Agent Helper Application option, provides encrypted audio. When this option is selected, the extension number assigned to users in configuration will be their phone number for the duration of the login session.
While both devices are similar, the Secure phone via soundcard/headset (Secure Agent Desktop Helper Application) provides an encrypted audio session. Basically, when used, this option encrypts voice communications between the Agent Desktop application and the Bright Pattern platform and can be recommended for remote/home-based connections without VPN. With these secure phone device options, communications are encrypted with AES-128.
Hi @greg.luttbrightpatte I only have the above options in the configuration screen on tenant side. How can I enable Secure or Webrtc for softphones. Is it done on sysmgmt portal?
Hi Cem, yes, in system management, go to tenants, select the tenant of your choice, then select features, om the bottom of the features tab you will be able to select your options. apply, log out of the agent desktop, go back in and select settings, phone device.