WebRTC Installation
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.
It’s not possible to use webRTC as Users
If you need to enable your Agents to use the WebRTC feature, please contact the XCALLY Sales Team.
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
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: 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).
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.
XCALLY Public STUN servers
You have the opportunity to use our public STUN servers.
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:
Hostname Port Period Retries Status ExternAddr ExternPort
eu-stun.xenialab.com 15349 30 3 OK 35.178.170.143 43745
WebRTC appears in this way:
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 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.
You can for instance use this tool to see if your browser is suitable or not for WebRTC use: 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:
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
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:*');