Using Both the WebRTC and Integrated OpenEye by the Agent

Context

After the WebRTC feature is enabled for the tenant space, an agent can use the WebRTC to register softphones and integrate the OpenEye.

Currently, only the voice and video workbench supports this function.

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.
• The OpenEye has been installed on the agent's local PC but has not been started.
• The agent has not set Fixed-Line Number/Agent Mobile.

Procedure

1. Sign in to the AICC as the system administrator.
2. Configure the IP address and port number of an SBC server for the call center.
   1. Choose Call Center > Call Center Config.
   2. Click Edit next to a call center to be configured.
   3. Select an SBC Server.
   4. Click Edit of the SBC server selected in 2.c.

      SBC Server IP Address: Set it to the IP address configured for the OpenEye.

      SBC Port Number: Set it to the port number configured for the OpenEye.

   5. Click Complete.

3. 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.

4. Sign in to the AICC as a tenant administrator.
5. Choose Configuration Center > System Management > Tenant Parameter.
6. Choose Tenant parameters > Connection Management > Call Control.
7. Set Whether the tenant supports both WebRTC and integrated OpenEye SoftPhones to Yes.
8. Set Default Sign-in Mode to WebRTC or OpenEye.
9. Set Integrate OpenEye in Web System to Yes.
10. Click Save, and then click Synchronize to make the configuration take effect immediately.
11. Sign in to the AICC as an agent, click the business account in the upper right corner, and select Personal Center from the drop-down list.
12. Click the Agent parameters tab.
13. Set Whether to integrate the OpenEye on the web page to Yes.

    The options are as follows:

    • No
    • Yes
    • Consistent with the tenant level

    If this parameter is set to Consistent with the tenant level, the value of the tenant parameter Integrate OpenEye in Web System is used, which must be set to Yes.

14. Click Save.
15. Click Sync.

Verification

1. Click on the right of to select a sign-in mode.
2. Click or .

   If the automatic registration fails, click or on the connection bar and click Register. After the softphone is manually registered, or is displayed.

3. Commission the voice or video call successfully.