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The XCALLY Motion WebRTC Bar (Web Real Time Communication Bar) is a native application embedded in the Omni Desktop Interface, that can be used by the Contact Center Agents, who have been configured as WebRTC Agents in order to make it appear on the desktop interface header, to manage incoming and outgoing calls.

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

Requirements 

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

  • The Agent PC has proper audio devices

  • You need a WebRTC specific license to make it work

  • 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: OS: MAC OS, MS Windows from 10 on, Linux OS, Chrome OS, Chromium OS

  • You must install a valid HTTPS certificate*  VERY IMPORTANT!!! (Please note that 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).

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

WebRTC Urgent Update

From Chrome Version 110.0.5481.78, it is required to configure the STUN Server on the XCALLY Networks Settings to make the WebRTC work properly.

You have the opportunity to use our public STUN servers.

Check which one is the nearest to your location:


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


WebRTC appears in this way:

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 it means that the local configuration is ok

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




Troubleshooting

To check if you are using a compatible browser with WebRTC services, many tools are available. 
We recommend to use the following tool to see if your browser is suitable or NOT for WebRTC use: https://test.webrtc.org/


Here you can find some examples of Troubleshooting, made through WebRTC Troubleshooter:

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.




In order 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:

 

and choose the Jabra Device Audio equipment:

Debugging in the browser

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

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

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

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

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