WebRTC Agent
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Overview
This guide explains how to install, configure, and use the WebRTC Bar in the XCALLY Motion OmniDesktop Interface.
To install the WebRTC Bar, refer to the Installation guide.
The XCALLY Motion WebRTC Bar is a browser-based, real-time communication application for Customer Care Agents. It allows handling of:
Inbound/outbound voice calls
Call transfer, hold, conference
Call recording
No desktop installation required
Auto-adaptive audio (Opus Codec) for limited bandwidth environments
Only agents (not standard users) with WebRTC Typology assigned by the Administrator can access this feature.
When to Use WebRTC Instead of the Phonebar:
You're not using a Windows-based PC
You want to avoid software installation and updates
Your environment has limited network bandwidth (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 (with appropriate permissions) can use the Chanspy feature to whisper or barge into live calls.
Log In
Access the Omni Desktop Interface via your browser
If the agent's typology is set to WebRTC, the WebRTC Bar appears at the top of the screen.
Learn more here about Agent Typology.
Commands and Functions List
Video tutorial
Icon | Function | Description |
|---|---|---|
| Toggle ringtone | Enable/Disable Ringtone, incoming call sounds |
| Toggle speaker | Mute/unmute speaker output |
| Toggle mic | Mute/unmute microphone |
| Registration Status | Green: webRTC correctly Registered |
| Number field | Enter number or contact name |
| Pause/ |
|
| Timers | Shows two timers: the first indicates connection time, the second indicates pause duration (if on pause + pause typology) |
| Partial pause option | 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. Agent views in the list only the enabled channels to manage interactions |
| Dialpad | Show/Hide the dial pad |
| Call | Start a call |
| Hold | Put current call on hold |
| End | Hang up the current call |
| Transfer | Transfer the call:
|
| Conference | Start a three-way conference |
| Record | Record the call: when recording, the button becomes red |
| Record | Stop/Resume call recording |
| Settings | Show Settings |
Agent Settings
The Settings section displays :
WebRTC Agent Settings: Profile, Services, Audio, Requirements.
Change Password: If the Security Suite is enabled by the Admin, at the first login or after the expiration date, the Agent must change the password and 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 switch the agent 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 from the Omni Desktop Interface.
Settings:
On Profile tab, agent can view full name, internal number, used browser and operating system. It is not possible to edit these information.
The Services section allows the Agent to set some call features like:
Auto Answer: automatically pick up calls after a set delay (i.e. 20 seconds). The Auto Answer red icon is shown on the WebRTC Bar
Messenger sound notification: if enabled, sound alert for internal messagesNotification position: to define the default position for displaying toast notifications (default: top-right)
In the Audio section you can set the audio devices, like speakers, microphones and ringtone volume.
Moreover, there is a specific button to associate a Jabra device. Once the device is connected, it is possible to accept an incoming call, mute the microphone, pause and end the call using the headphones buttons.
In Requirements tab, you can check if system prerequisites are met.
If any requirement fails, WebRTC Bar will not function properly. In this case agent has to contact the admin.
How to use the WebRTC Bar
Place a call
Enter a number or name in the call field 
digits 0-9
* #
+ -
.
( )
[ ]
{ }Valid characters
Or use the Dialpad, clicking the relative icon
Click the Call button 
Recent call history appears automatically when typing in the field.
If you insert digits matching a number already dialed, the list is filtered with this result:
Place New Calls
To place a new call without hanging up the current call, simply start another call — WebRTC will:
Open a second call panel
Put the current call on hold
End a Call
Click the End button 
Handle Incoming Calls
When a call arrive, a 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 green Answer button
To reject the call: click the red Reject button
To forward the call: click the purple Transfer button
. A transfer window will appear: Enter the name/number to transfer to and confirm
Incoming Calls pop-up notification (Google Chrome)
By using Google Chrome and enabled notifications:
A popup alert will appear when the browser is in the background
You can accept or reject directly from the popup
To view pop-ups correctly in Google Chrome (including those that may appear when the browser is in the background), you need to configure both the pop-up settings and certain features related to notifications and background:
Check your pop-up settings: open Chrome settings, go to the Pop-ups and redirects section, and add exceptions for specific sites so that pop-ups are only displayed from those sites.
Check your push notifications: in this case, you can still allow notifications from specific sites. Websites with notifications enabled can send messages even when Chrome is in the background.
Background execution: to receive pop-ups or notifications in the background, open Settings > System section and enable “Continue running background apps when Google Chrome is closed.”
This allows extensions and site notifications to work even when Chrome is not in the foreground.Check your extensions: some extensions block pop-ups or notifications (e.g. ad blocker)
Transfer a Call
Multiple transfer options are supported: click here to explore documentation about it.
In case of blind transfer (also known as a cold transfer) agent transfers the call directly to the other agent without consulting them first.
start/receive a call
click the purple transfer icon to directly transfer the call to an other agent
in case of attended transfer (also known as a warm transfer), the agent first places the caller on hold and contacts the agent to consult or confirm availability. After the consultation, the agent completes the transfer by clicking on this icon.
start/receive a call
click pause button to put on hold
place the new call and speak with the second recipient only
click transfer button to pass the conversation to the other agent
in case of 3-way Conference call, the agent can manage a conference by following this procedure:
start/receive a call
click pause button to put on hold
place the new call and speak with the second recipient only
when ready, click conference orange button
to merge both calls
now the three-way conference can take place
click transfer button to leave the conversation and let others continue
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 
The recording is started:
The call will be recorded until the Agent clicks on the Stop button:
To resume it, the Agent should press the start button:
This stop/start can be done as many times the Agent needs.
The Agent can start a new separate recording, by clicking on plus button 
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?
If you transfer the call via blind transfer, the recording stops immediately
If you transfer the call via attended transfer, the recording stops only if target is external
Click here to find out more
Automatic Call Recording
Admins can enable auto-recording for:
specific Agents (receiving a call)
specific Queues (all the calls received from that queue)
specific Outbound Routes (all the calls done on that specific route)
Agents are notified by a red record icon on the bar. They can pause/resume recording during the call as needed.
Clicking on this button, the Agent can also start a new recording. Each call can contain a maximum of two voice recordings.
All the Voice Recordings will be available for the Supervisor's review.
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