Making Calls Using the WebRTC Phone

Context

The web real-time communication (WebRTC) uses a web browser to transmit texts, files, videos, and voices in real time.

Currently, the WebRTC feature supports voice and video calls.

Prerequisites

• The tenant status is normal, and the WebRTC feature is not enabled.
• You have allowed the browser to obtain the microphone permission by performing the following steps:
  1. Choose Start > Settings > Privacy > Microphone.
  2. In Allow access to the microphone on this device, click Change and enable Microphone access for this device.
  3. Enable Allow apps to access your microphone.
• (Optional) You have allowed the browser to obtain the camera permission. If video calls are required, perform the following operations:
  1. Choose Start > Settings > Privacy > Camera.
  2. In Allow access to the camera on this device, click Change and enable Camera access for this device.
  3. Enable Allow apps to access your camera.

Procedure

1. Sign in to the AICC as the system administrator.
2. Enable the intelligent agent function for a tenant administrator.
   1. Choose Call Center > Tenant Management.
   2. Select a tenant for whom the WebRTC function is to be enabled and click Edit.
   3. Click the Virtual Call Center tab and enable WebRTC in the Feature Selection area.
   4. In the Allocate Resource area, set Agent registration server type to webRTC and set Agent registration server.
   5. After the configuration, click Save.

NOTE:

The WebRTC is supported for the CTI pool mode. If the selected call center is in pool mode, you need to add more than one WebRTC gateway for provisioning agents. In addition, more than one WebRTC gateway needs to be configured for agents.

Verification

1. Sign in to the AICC as an agent for whom the WebRTC feature is enabled.
   NOTE:

   The agent must meet the following requirements:

   • The agent has not been bound to a fixed-line phone or mobile phone.
   • The agent has been bound to voice-related skill queues (including voice, video, voice click-to-dial, and video click-to-dial skill queues).

2. On the connection bar, click and click Register. is displayed after the softphone is manually registered.
   NOTE:

   • When you sign out, the two phones sign out at the same time.
   • After you sign out, the softphone status changes to unregistered.
   • If the softphone number unified authentication feature is enabled for the tenant and Authentication Mode is set to Unified authentication for the agent, the agent cannot click to perform registration. If Authentication Mode is set to UAP Authentication for the agent, the agent can click to perform registration.
   • After you click Sign In, the softphone is automatically registered.
   • In pool mode, there are two phones that share the same password. If the registration is successful, the status of the two phones is registered. If either of them fails, you can click the phone to register again.
   • is displayed if the WebRTC phone fails to be registered, or the WebRTC phone is registered successfully and then deregistered.

3. Initiate a voice call.
   1. Click , enter a softphone number, and make a call. The call can be a voice call.
      NOTE:

      • A WebRTC phone can make outbound calls only when it is registered and the agent has signed in.
      • When you dial the number for the first time, the message "xxx.xxx.xxx.xxx wants to use your microphone" is displayed. Click Allow.
   2. Click Answer to answer a ringing call as an agent. The customer's phone then rings and waits for the customer to answer the call.

      The WebRTC phone is in talking state and displayed in green, and the agent is in occupied state.

4. Initiate a video call.
   1. Click , enter a softphone number, and make a call. The call can be a video call.
      NOTE:

      • A WebRTC phone can make outbound calls only when it is registered and the agent has signed in.
      • When you dial the number for the first time, the message "xxx.xxx.xxx.xxx wants to use your microphone" is displayed. Click Allow.
   2. Click Answer to answer a ringing call as an agent. The customer's phone then rings and waits for the customer to answer the call.

      The WebRTC phone is in talking state and displayed in green, and the agent is in occupied state. The following figure shows a video call.

      

      Only the local video window is displayed.

      Click on the connection bar to share a specified area, which can be:

      • Entire screen
      • Application window
      • Browser tab page
      NOTE:

      • In pool mode, either of the two phones is used randomly.
      • Pay attention to personal privacy protection during desktop sharing.
   3. (Optional) After the video call is connected, check whether the following page is displayed.

      

      : Disable the camera.

      : Zoom in the window.

      : Hide the video window and display the call duration ().

      : Display the fullscreen video window.

      : Switch to a voice call or resume a video call. Click the button for switching between voice and video calls on the connection bar and select a video call.

      : Mute yourself and click again to unmute yourself.

      : Hang up the current call.

5. Answer a call from a user.
   1. When a user dials the access code of a skill queue, the agent waits for about two seconds and automatically answers the call.
   2. When a user dials the access code of an IVR device and the call is transferred to an agent, the agent automatically answers the call 2 seconds after the user hears the announcement.
      NOTE:

      In pool mode, an agent talks with a phone randomly. The agent enters the busy state and does not answer other calls.

      If a user directly makes a call to an idle phone, the call is directly disconnected.

Follow-up Procedure

Click to monitor the call quality.

For details about the call quality, see Table 1 and Table 2.

NOTE:

The lowest network level determined based on the packet loss rate, jitter, and one-way delay is used as the network level.

If the tenant parameter Whether to send internal messages when the WebRTC network is abnormal is set to Yes, an internal message is sent to notify the OU manager when the network quality is poor. Only one internal message can be sent within 60 minutes.