WebRTC Softphone

In today’s digital age, the need for fast and flexible communication is a top priority—especially in the hospitality industry, such as hotels, serviced apartments, hospitals, and public facilities.A browser-based WebRTC softphonesolution integrated with3CX PBXviaa WebRTC Gatewayallows users to make and receive calls directly fromtheirbrowser without installing any additional applications.

This solution is ideal for the following needs:

  • Hotel room phone (web-based room phone)

  • Public hospitality terminal / kiosk

  • Customer service via Android and iOS apps

  • Internal staff communication without physical IP phones.

What Is WebRTC?

WebRTC (Web Real-Time Communication) is a technology that enables real-time voice and video communication through browsers such as Chrome, Edge, or Safari without the need for plugins or additional installations.

WebRTC softphone

With WebRTC:

  • No need to install a softphone

  • No manual SIP client configuration is required

  • Can be accessed via a URL (for example: https://call.hotelanda.com)

  • Supports desktop, tablet, and mobile browsers

WebRTC Gateway Integration Architecture with 3CX

In this implementation, the WebRTC Gateway acts as a bridge between the WebRTC protocol (browser) and SIP (3CX).

Key Components:

  1. Browser User (WebRTC Client)

  2. WebRTC Gateway (SIP Bridge)

  3. 3CX PBX Server

  4. Extension / Queue / IVR

Simple Flow:

  1. The user opens the softphone webpage using a QR code.

  2. The browser establishes a WebRTC connection to the gateway.

  3. The gateway translates WebRTC into SIP.

  4. The SIP call is routed to 3CX as an extension or trunk.

  5. The call was transferred to:

    • Room extension

    • Customer Service Queue

    • IVR

    • External call (if permitted)

Integration with 3CX

3CX is a modern IP PBX system that supports:

  • Extension

  • Call Group

  • Call Queue

  • IVR (Digital Receptionist)

  • Reporting & Recording

  • Desktop & Mobile Softphones

With WebRTC Gateway, we can create a custom web-based softphone that acts as:

  • SIP Extension in 3CX

  • Or as an internal SIP trunk

Advantages:

  • Continue to use all of 3CX's routing and call management features

  • Does not change the existing telephony infrastructure

  • Can be integrated with the call center module

Hospitality Use Case

1️⃣ Browser-Based Room Phone

Instead of using a physical IP phone in every room:

  • The in-room smart TV or tablet can open the softphone page

  • Guests can:

    • Call Reception

    • Call Room Service

    • Call Housekeeping

  • Without additional devices

Benefits:

  • Reducing IP phone costs

  • Maintenance is easier

  • Can be customized with the hotel's branding

2️⃣ Public Hospitality / Kiosk Communication

Example:

  • Hospital

  • Mall

  • Building lobby

  • Airport

  • Campus

Users simply need to tap the button on the screen:

  • “Call Information”

  • “Call Security”

  • “Call Customer Service”

Incoming calls go directly into the queue in 3CX.

3️⃣ Integration with Android & iOS Apps

WebRTC softphones can be embedded into:

  • Hotel app

  • Customer service app

  • Membership app

Without the need to use a native SIP stack.

Benefits:

  • Reducing development complexity

  • There is no need to publish the softphone on a separate Play Store or App Store

  • Lighter and more flexible

Security & Access Control

This solution can be combined with:

  • HTTPS & SSL

  • Token-based authentication

  • Session timeout

  • IP restriction

  • User role access

So it is still safe to:

  • In-house staff

  • Public device

  • Guest room device

 

Further Development

Some areas for improvement:

  • Click-to-call from the hotel's website

  • CRM Integration

  • Recording & monitoring

  • Call analytics dashboard

  • WhatsApp & Omnichannel Integration

  • WebRTC-based AI receptionist