Any web browser is capable to handle microphones and web cameras, making voice and video chat become available. This leads to numerous new possibilities: fast, effective and easy-to-use availability (results in higher income) for companies, great quality communication and also fast, effective and easy-to-use accessibility for the customer.
Webphones can be created like this: there is a given webpage where phoning functionalities are integrated, so the webphone is built in. This can be opened with any of the web browsers (Explorer, Firefox, Chrome, Opera, etc.) and the application can be run. (Figure 1)
Figure 1 - Method of phone embedding
One of the most important factors of a company's effective
work is the troublefree communication with the customers.
Customers expect a company to have a customer service available
fast and easy, so companies should choose the most reliable and the most comfortable communications solutions
for their customers as well. When expanding a business, in order
to achieve the maximum level of the service's quality and availability, the existing and potentail customers'
demands must be estimated.
Webphoning is a very comfortable way of communication with the customers, being directly accessible from the website.
In order to make a call through a website, a webphone is required: the webphone is a so-called client-server application. The "client" is a program that can be integrated into the company's website. This client is connected to the webphone server, and this server will forward the call to the other party of the dial. The other party can be another webphone, a softphone, a traditional IP phone or a call center.
This webphone will operate on the company's website, being part of the page(s), the customers can access any time the phone numbers/extensions shown in the website while browsing. The Ozeki Phone System XE software builds up the communication channels:
The SIP protocol is needed only in the build-up and break-up of the connection, so as soon as the connection is built up between the webphoning customer and the company, the so-called RTP protocol replaces the SIP protocol until the call ends. The RTP protocol is required for every internet based chat and this protocol carries the video and sound packages. After finishing the dial, the SIP protocol gets the control back and breaks up the connection.Types of WebPhone Application
Depending on the service you intend to provide, you can choose
between two solutions of webphoning.
The simpler version is called as "click-to-call webphoning": it means that next to the phone numbers shown in the webpage a small "CALL" icon will be put. The webpage visiting customer can make a call with clicking on this icon.
The other possible solution is the so-called full feature webphone, what is a standard softphone application. In this case the visitors of the web page are allowed to call any phone numbers - the phone line is provided by the webphone system. This is useful when more than one phone number or extension can be found in a webpage. Of course the owner of the webpage can restrict the available phone numbers in order to avoid the misuse of the free lines.
The calls made from the webpage will be connected by the TCP protocol to the Ozeki Webphone server. The server will forward it to the proper direction, independently from your choise between the click-to-call or the full feature webphone. (Figure 2)
Figure 2 - Ozeki Webphone Server forwards the call to the appropriate device
Your customers will need to fulfill these basic requirements to start a webphone dial:
Before beginning the dial, both the company and the customer can set what types of data can be given to the other party. They must allow the use of camera, microphone and speaker/earphone. This way it can be set e.g. that the customers can start a voice dial if there is no need for a video dial. Customers can also restrict the camera using if he/she does not want to dress up in his/her own home or just intend to watch the company's offer but does not want to be observed.How to Build a Telephone Into a Website
In order to make the webphone application available in your company's website, it must be built in the webpage(s). You can do it this way:
PLEASE NOTE that it is useful to save the phone numbers into a separate document and prepare the program's settings to use this exterior source. It is useful in the case of the change of the numbers: it is easier to correct the numbers in the document than the whole program.
After being ready with the procedures listed above, your homepage is set to receive calls from your customers. As a following step it is useful to build up the customer service center. You can read about its how-to here.