WebRTC Installation
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Overview
The XCALLY Motion WebRTC Bar (Web Real-Time Communication Bar) is a native application embedded within the Omni Desktop Interface.
It enables Contact Center Agents — configured as WebRTC Agents by the XCALLY Administrator — to handle both inbound and outbound calls directly from their browser, without the need for external softphones or additional installations.
WebRTC is not available for Users (i.e. Supervisors)
Requirements
To use WebRTC, please check the below requirements:
WebRTC has to be active on your license
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
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 Chrome
OS must be one of the following: MAC OS, MS Windows from 10 on, Linux OS, Chrome OS, Chromium OS
XCALLY Public STUN servers
How to check the Agent’s PC requirements
This is how the WebRTC displays:
To check if Agent's PC local requirements are met:
Access into XCALLY from the WebRTC Agent PC
Click on the Agentname: from the drop-down menu, select Settings
Check the Requirements section:
If all of the Requirements 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
Client Logs
From the Client Logs section of the single Agent, you can enable client-side logging for debug and issue troubleshooting.
This feature is available for Omni Desktop Interface activities only, web client only. Phonebar Logs can be retrieved from the Agents' pc.
Click on the toggle button to enable all Client scopes
Select the minimum logging level:
There are 4 levels available. Below, the basic information in this regard:
DEBUG_LEVEL | DEBUG | LOGS |
ERROR | The ERROR level designates error events that might still allow the application to continue running | error log |
WARNING | The WARNING level designates potentially harmful situations | error log, warn log |
INFO | The INFO level designates informational messages that highlight the progress of the application at coarse-grained level. | error log, warn log, info log |
DEBUG | The DEBUG Level designates fine-grained informational events that are most useful to debug an application. | error log, warn log, info log, debug log |
As logs are enabled, the Agent receives a corresponding notification, as in the following example:
This feature allows the logs file output on the server (i.e. client/role-username folder), for the Agent/User logs have been enabled.
This feature generates high data traffic. So, it’s recommended to disable it when not needed.
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:
Install a Driver on all the PCs used by the Agents that you can find in the following links:
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
Go to the Settings of the WebRTC Bar:
and choose the Jabra Device Audio equipment:
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:
The folder is created automatically when a client log is activated.
By default, WebRTC logs nothing to the browser console. 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 in the browser LocalStorage. To disable it, run the following command in the browser console and reload the page:
JsSIP.debug.disable('JsSIP:*');
FAQ
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