📞 Documentation: Telephony
Softphone, queues & presence. What it is, how it works and how to use it — explained step by step.
📞 Definition — Telephony module
The Telephony module is the company IP telephony on the TelHarbor PBX: softphone, queues, agent presence and call control, plus call (CDR) and queue reports. The desktop app registers over VPN and speaks SIP to the PBX.
Facilities: Call Center, Contacts, Video, Collaboration and Call History — built into the Softphone App (TelHarbor UCaaS Desktop).
🗺️ Diagram
The Softphone App connects over an encrypted VPN to the PBX (fail-closed: no VPN, no service). The Click-to-dial API reaches UCaaS over HTTPS with an API Key, and UCaaS originates the call on the PBX via AMI. The PBX routes through the TelHarbor Provider to the public network (PSTN).
The portal reads live PBX state via AMI/ARI (presence, queues, wallboard) and the reports (CDR and Call Center) from the call records — without exposing the PBX to the Internet.
📘 Explanation (step by step)
- The desktop app brings up the VPN and registers the SIP extension to the PBX. Fail-closed rule: without a validated VPN the softphone does not start.
- The agent calls, answers and transfers; may belong to one or more queues.
- Presence (available, busy, on call) is reflected in the portal and the live wallboard.
- Reports include CDR (call detail) and Call Center (queue and agent performance), with date filters and drill-down.
- Click-to-dial API: originate calls from your system with
POST /v1/dial/call— it rings the agent and, on answer, dials the destination. See the API Documentation. - The Softphone App also includes Call Center, Contacts, Video, Collaboration and Call History.
Security: the PBX is never exposed to the Internet. Access is only through the company VPN; softphone, chat and remote support do not start without it.