WebRTC Agent
- XCALLY Knowledge (Unlicensed)
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On this page |
What’s about?
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
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.
Log In
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 | |
| |
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. 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:
On Profile tab, you'll detect your local configuration with indication of your full name, internal number, used browser and operating system
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)
In the Audio section you can set the audio devices, like speakers and microphones, or the 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 all the requirements are fulfilled.
If one or more of them are not checked, the local WebRTC application cannot work.
The WebRTC Guide
Place a call
Enter the name or number into the call entry field 
digits 0-9
* #
+ -
.
( )
[ ]
{ }This is the list of available accepted characters
Or use the Dialpad shown clicking the icon
Then click the Call button 
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 
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 
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 
The recording is started:
The call will be recorded until the Agent clicks on the Stop button:
To start it again, the Agent should press the start button:
And this stop/start can be done as many times the Agent needs.
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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