Setting Computer Sleep Mode for Stable Softphone Use

Question

I frequently experience errors after returning from lunch or being away for more than 20-30 minutes while using the MatrixCloud WebRTC softphone. What is the cause, and is there a solution?

Answer

Typically, when sleep mode is activated, especially for laptop users, the sleep function is often used. Generally, when a computer enters sleep mode, the network connection is interrupted.

Since the MatrixCloud service is a CTI system, the agent's softphone must maintain a real-time connection with the CTI server to keep the agent's CTI status and phone status synchronized with the CTI server and PBX.

Entering sleep mode can cause an abnormal disconnection from the CTI and PBX, which may result in messages indicating that you are already logged in when trying to log into the softphone or errors such as buttons not functioning for answering calls due to a mismatch between the agent's softphone and the CTI server status.

For Windows 11 laptops, there is a network connection standby mode (S0 standby mode) that supports maintaining network connections in sleep mode. 

How to check if network connection standby mode is supported

If this feature is not supported, it is recommended to set only the screensaver or turn off the screen and adjust the power settings to avoid entering sleep mode.