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📋 What’s About

The XCALLY Motion WebRTC Bar (Web Real Time Communication Bar) is a native application embedded in the Omni Desktop Interface.

The WebRTC can be used by the Contact Center Agents, who have been configured as WebRTC Agents, and so able to manage incoming and outgoing calls.

If you need to enable your Agents to use the WebRTC feature, please contact the XCALLY Sales Team.

Warning

It is impossible to use WebRTC as Users

(blue star) Requirements

You don't need to install any software on the Agent workstation, but you must meet the following requirements:

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  • You must install a valid HTTPS certificate: you need a VALID SSL certificate provided by an official Certification authority (the use of a Self-Signed certificate is not enough and will not make the WebRTC working)

  • From Chrome Version 110.0.5481.78, it is required to configure the STUN Server on the XCALLY Networks Settings to use the WebRTC properly

  • The Agent PC has proper audio devices

  • You need a WebRTC specific license to make it work

  • If your Motion Server is behind NAT, remember to configure the STUN server

  • The Agent who logs in must be configured as WebRTC Typology

  • The Web Socket Service Port 8089 must be open on your server 

  • UDP: ports 10000 up to 20000 must be open

  • The Browser on the Agent Desktop must be: Opera, Chrome or Safari

  • OS must be one of the following: MAC OS, MS Windows from 10 on, Linux OS, Chrome OS, Chromium OS

(blue star) XCALLY Public STUN servers

You have the opportunity to use our public STUN servers.

Info

Please note, this service is public and free without any warranty or support.

Note

Stun server is necessary if you use Chrome

Check which one is the nearest to your location:

To verify correct communication with the stun server, you must execute this command on root user: asterisk -rx "stun show status"

If successful, the following message will be displayed:

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Hostname Port Period Retries Status ExternAddr ExternPort

eu-stun.xenialab.com 15349 30 3 OK 35.178.170.143 43745

This is how the WebRTC displays:

To check if Agent's PC local requirements are met:

  1. Access into XCALLY from the WebRTC Agent PC

  2. Click on the Agentname: from the drop-down menu, select Settings

  3. Check the Requirements section:

  • If all of them are tagged with a green checkmark, the local configuration is ok

  • If one or more of them are tagged with a red checkmark, the corresponding requirement is not properly configured/working.

🔧 Troubleshooting

To ensure that you are using a compatible browser with WebRTC services, there are many tools available. 
For example, you might use this tool to see if your browser is suitable or not for WebRTC use:
WebRTC Troubleshooter

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🎧 Jabra USB Headphones

This section is dedicated to Agents using Jabra USB Headphones on the WebRTC bar (only for MAC/Windows using Chrome).

All professional Jabra headsets and Jabra speakerphones are supported. (i.e. Jabra Evolve series, Jabra Pro series, Jabra Biz series, and Jabra Speak series).

Your Agents can use Jabra Headphones remote control to perform the actions usually executed clicking the WebRTC Bar buttons like: Accept, Hold, Hang-up, Volume up/down, Mute on/off.

To configure this device, you have to do the following activities in sequence for all the PCs involved:

  1. Install a Driver on all the PCs used by the Agents that you can find in the following links:

    1. for MAC: https://github.com/gnaudio/jabra-browser-integration/raw/master/downloads/JabraChromeHost2.0.0.dmg

    2. for WINDOWS: https://github.com/gnaudio/jabra-browser-integration/raw/master/downloads/JabraChromeHost2.0.0.msi

  2. Install the Chrome extension: using the Browser Chrome, go to https://chrome.google.com/webstore/detail/jabra-browser-integration/okpeabepajdgiepelmhkfhkjlhhmofma?hl=en-US  and click on the button Add to Chrome 

  3. Go to the Settings of the WebRTC Bar:

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     and choose the Jabra Device Audio equipment:

(blue star) Debugging in the browser

For debugging purposes you may enable different levels of debugging, these logs will be located on the server in /var/log/xcally/client/ in a folder named as the agent username:

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By default, WebRTC logs nothing to the browser console. To enable debugging, run the following command in the browser console and reload the page:

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JsSIP.debug.enable('JsSIP:*');

Note that the logging settings get stored in the browser LocalStorage. To disable it, run the following command in the browser console and reload the page:

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JsSIP.debug.disable('JsSIP:*');

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