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\uD83D\uDCCB What’s about?

Info
You can find how to install the Agent's WebRTC Here.

The XCALLY Motion Web Real Time Communication Bar (WebRTC) is a native application, used by the Customer Care Agents to manage incoming and outgoing calls, embedded in the Omni Desktop Interface

Note
It’s possible to use WebRTC only as Agents and not as Users

The WebRTC Bar is an alternative to the Windows-based Phonebar application when:

The client platform is different from a Windows-based PC
No manual installation, configuration and upgrade is desired on workstations
Bandwidth is limited (the WebRTC bar supports auto-adaptive Opus Codec: for more information, see here)

The Agents can access the functions set in their Profile, according to their skill levels or tasks in a teamwork: they will only receive and manage the calls landed on the queues the agents belong to and perform actions defined by the Administrator or Supervisor.

The Supervisor can (if allowed by the Administrator) use the Chanspy feature to barge in or whisper during a conversation between Customer and Agent.

Open the Omni Desktop Interface
The WebRTC Bar automatically appears on top of the screen.

Only the Agents, whose Typology has been set by the administrator as WebRTC, will be able to see the application on the Omnichannel Desktop.
Click here to better understand the Agent Typology.

🔌 Commands and Functions List

🎬 Video tutorial

Icon	Function
	Enable/Disable Ringtone
	Set Speakers OFF/ON
	Set Mute ON/OFF
	Status, where green indicates that the webRTC is correctly registered and red as unregistered (if this happens, ask your administrator to verify your installation prerequisites)
	Field used to type the number or the name of the contact to call
	Start working after being on pause, start a pause, choose a pause type among created pause Moreover, by clicking on pause icon while you are busy in call, you book a pause to result in pause status at the end of the current call (without receiving new interactions)
	Shows two timers: the first indicates how long you have been connected to the system, the second indicated since how long you have been paused (if on pause + pause typology)
	If partial pause option is enabled on Settings → General, agent can decide to end pause on individual channels by clicking on little arrow near play icon and choose channels on which he/she wants to turn back in ready status. In this case agent will see his pause status with a * Agent can see in the list only the channels on which he/she is enabled to manage interactions
	Click to show the dial pad
	Start a call
	Hold a call
	End a call
	Transfer a call
	Start a three-way conference
	Record the call: when recording, the button becomes red
	Stop/Resume recording a call
	Show Settings

⚙️ Agent Settings

Clicking on the Settings button, you can access to the Agent Settings:

This section displays :

WebRTC Agent Settings: Profile, Services, Audio, Requirements (see below).
Change Password: If the Security Suite is enabled by the Admin, at the first login or after the expiration date the Agent is asked to change the password and must follow the security rules about the password syntax:
- Minimum length of 8 characters
- At least one lowercase letter
- At least one uppercase letter
- At least one digit
- At least one symbol in the range ~!@#$%^&-_=+[{]}
Change Profile: You can change the profile with another associated to that agent
Manage MFA: This function is important to enable multifactor authentication, download a multifactor authenticator app like Microsoft Authenticator for Android and iOS or Google Authenticator for Android and iOS. You can either scan a QR code or insert a provided key into your authenticator app.
Logout: Exit and leave the Omni Desktop Interface.

Settings:

The Services section allows the Agent to set some call features like:

Auto Answer: if enabled, the calls will be automatically answered after the default delay (i.e. 20 seconds) and the Auto Answer red icon is shown on the WebRTC Bar
The Agent can disable/enable the Auto Answer function for the current work session.
Messenger sound notification: if enabled, agent will receive a sound notification when a new internal message arrives
Notification position: to define the default position for displaying toast notifications throughout the application (default: top-right)

💡 The WebRTC Guide

Place a call

Enter the name or number into the call entry field

Code Block
digits 0-9 * # + - . ( ) [ ] { }

This is the list of available accepted characters

Or use the Dialpad shown clicking the icon

Then click the Call button or press Enter to start the call and the in-call panel will appear:

Anytime you click in the call entry field, if one or more calls have been already done during the same Agent work session, the list of them is proposed:

and if you insert digits that match a number already dialed, the list is filtered by these:

Place New Calls

To place a new call without hanging up the current call, simply do it the usual way: a second call panel will appear next to the other call and the previous call is automatically put on hold

End a Call

Click the End button on the call panel (the call must be active or on hold).

Handle Incoming Calls

As soon as an incoming call is accepted, a call panel appears, showing information about the call:

You can use the icons and buttons of the panel to control the call:

To answer the call: click the button from the call panel
To reject the call: click the button from the call panel
To forward the call: click the button from the call panel and a transfer window will appear:

Enter the name/number to transfer to and then confirm

Incoming Calls pop-up notification (Google Chrome)

If the browser used on the Agent desktop is Google Chrome and notifications have been enabled, when the XCALLY Motion window is in background, the following pop-up is displayed:

The Agent can simply Accept or Reject the incoming call.

Transfer a Call

You have more than one way to transfer a voice call: you can click here to explore documentation about it.

Three Way Conference Call

The Agent can manage a 3 way conference call as follows:

start/receive a call

click on the pause button and place the new call
start the second call and speak with the second recipient only

and when you are ready, click on the conference button to add the first call on hold to the conversation

now the three-way conference can take place

click on the transfer button
if you want to abandon the conversation and let it go ahead between the two other participants

Record a Call

The Agent can start recording a call during the conversation, clicking on the Record button

This can be possible only if the Administrator has enabled this function in the Agent's Advanced Setting.

The Recording window appears:

Click on the button, eventually enter the file title and select Start:

The recording is started:

The Agent can start a new separate recording, by clicking on :

The two recordings can be started and stopped individually:

All the Voice Recordings will be available for the Supervisor's review.

What happens if you transfer a call during the recording?

This feature can be configured by the Administrator in a way that:

If you transfer the call via blind transfer, the recording will be stopped
If you transfer the call via attended transfer, the recording will be stopped only if the second call is external

➡️ Click here to find out more

Automatic Call Recording

The Administrator can set an automatic recording feature to:

specific Agents (receiving a call)
Queues (all the calls received from that queue)
Outbound Routes (all the calls done on that specific route)

that will be activated whenever the call is taking place in one of these contexts.

Unlike a normal call display, the Agent in this case will be notified the call is being recorded by the record button becoming red on the bar.

Clicking on this button, the Agent can pause the recording and start it again as many times as needed, or start a new recording.

All the Voice Recordings will be available for the Supervisor's review

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\uD83D\uDCCB What’s about?