call-center/docs/runbooks/track14-browser-softphone.md

Track 14 Browser Softphone Runbook

Preconditions

• ASTERISK_WEBRTC_ENABLED=1
• ASTERISK_WEBRTC_WS_URL points to the Asterisk WSS endpoint
• ASTERISK_BROWSER_SIP_MAP_JSON contains a mapping for the operator app user
• Asterisk http.conf, rtp.conf, and pjsip.conf from deployment/asterisk/ are applied on the lab VM
• The operator workstation trusts the QA certificate used by Asterisk WSS
• Chrome or Edge is used for /operator

Browser config contract

Bridge route:

• /proxy/asterisk-bridge/asterisk/browser-softphone/config

Expected config fields:

• enabled
• ws_url
• sip_uri
• authorization_username
• password
• display_name
• ice_servers
• operator_extension

If the logged-in app user has no browser SIP mapping, the route returns 403.

QA startup flow

1. Open /operator in Chrome or Edge.
2. Log in with a user that has:
   • operator role access
   • a browser SIP mapping in ASTERISK_BROWSER_SIP_MAP_JSON
3. Click Подключить browser softphone.
4. Allow microphone access.
5. Confirm the Browser Softphone block reaches Зарегистрирован.

Inbound QA call flow

1. Place a lab call from 1001 to 7000.
2. Wait for the incoming browser banner.
3. Click Answer.
4. The browser tries to auto-claim the live call.
5. If auto-claim does not happen because matching is ambiguous, click Принять в работу manually.
6. Click Hang up in the browser block or Завершить in the live-call block.
7. Confirm the call moves to Только что завершённые.
8. Confirm the recording is available in /supervisor.

Coexistence notes

• MicroSIP/Zoiper remains supported in QA.
• Browser softphone does not replace the accepted Track 11/12 control-path.
• Browser Hang up still uses the accepted bridge hangup route when a live call match exists.

Common failures

Browser softphone config missing

• Check ASTERISK_BROWSER_SIP_MAP_JSON
• Check that the app user name matches the mapping key exactly

WSS registration fails

• Check Asterisk http.conf
• Check that the workstation trusts the QA certificate
• Check ASTERISK_WEBRTC_WS_URL

Browser answer works but auto-claim does not

• The current rule requires exactly one active ringing call for the operator extension
• If more than one candidate exists, use manual Принять в работу