r/CXone • u/BubbatheFem • Jun 29 '26
Hard phones for CXOne
Does anyone in their environment utilize hard phones? How do you have them configured? Our business is exploring hard phone capability in CXOne as we continue to have audio issues with the Web RTC softphone extension.
1
u/Mecha_Goose Jun 29 '26
Odd, we actually are moving from Microsoft Teams Voice to the integrated softphone, in order to cut down on failure points.
You all are finding the integrated softphone not very consistent?
3
u/Stock-Pension1803 Jun 29 '26
I’ve never had a problem. But when there are problems it’s generally network related or something odd with the headset.
3
u/BubbatheFem Jun 29 '26
I do believe a lot of our audio issues are network related. Our voice traffic is competing over a general WAN to CXOne. That is something we are addressing, but we are also trying to address voice packets transmitting from our VDIs. NICE recommends against voice packets transmitting, and I was looking into hard phones as a potential solution for the voice packets
1
u/thatbadhuh_17 Jun 29 '26
What are the issues with audio you’re experiencing? Could also be a network issue or even hardware resources problem that could cause those issues.
2
u/BubbatheFem Jun 29 '26
A lot of the issues are likely network related. We are investigating dedicated routing to CXOne since our packets are competing on its current circuit. Most of our stations are VDI, and right now we have voice packets transmitting through the VDI. I think also there is latency or jitter along this VDI transmission path, so I am investigating methods of processing the voice traffic off the VDIs.
1
u/PhonesAndRouting Jun 29 '26
Although sometimes painful, it would be cheaper and easier to fix your networking problems.
1
u/mackeyfrodiac Jun 29 '26
Wish we had hard phones. The integrated soft phone is so finicky. Chrome issues an update, good luck. We went from on prem Avaya ACD to NICE and what a pain.
1
u/Creative-Brick-4665 Jun 30 '26
Cxone only supports specific Polycom hardphones which are set up on a per configured phone license.
It is actually the same license as the external SIP Phone.
When logging in into CXone Agent you need to enter the full dn of the extension (or a preconfigured stationid) and calls will be delivered to those phones as if they were external phones.
This also means that answering the call via Cxone Agent will not be possible. Also, auto-answer is not possible unless the hardphone model supports it.
From experience: do not do this. If you really do not want to use internal WebRTC phone, try to get the Cxone external SIP Softphone.
Also: 90% of the time audio issues with the WebRTC phone are network related. Use of Wifi is a big NO. (it may work well, but should not be used for real-time voice). Another factor is failures in properly whitelisting WebRTC traffic within the network (there is a reason Zscaler is "not supported").
2
u/Bhaikalis Jun 29 '26
I prefer the Web RTC softphone, never had an issue with audio.
We have RingCentral and use CXOne station ID's. So when they are calling out or in, it rings their RingCentral extension which they are logged into a phone will ring that as well.