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The XCALLY Motion Web Real Time Communication Bar (WebRTC):

is a native application embedded in the Omni Desktop Interface

that can be used by the Customer Care Agents to manage incoming and outgoing calls.

The WebRTC Bar is an alternative to the Windows-based Phonebar application in those cases where:

the client platform is different from a Windows-based PC
no manual installation, configuration and upgrade is desired on workstations
bandwith is limited (the WebRTC bar supports auto-adaptive Opus Codec: for more information see here)

As using the Phonebar, the Agents that log into the system can only receive and manage the calls landed on the queues the agents belong to, and perform actions defined by the System Administrator: they can very easily set their status and pauses, share a conversation or forward it.

The Supervisor can (if allowed by the Administrator) use the Chanspy utility (to barge in or whisper during a conversation between Customer and Agent.

Only the Agents whose Typology has been set by the administrator as WebRTC, will be able to see the application on the Omnichannel Desktop.

The Phonebar or the External Typology prevents the application to appear on the screen.

From 2.5.23

Through the Security Suite, to completely or partially hide the telephone number and other personal information of the Customers from the Agent view.

About WebRTC:

WebRTC was born and is being developed as an open project, providing browsers (and mobile applications) with real-time communication (RTC) capabilities via simple APIs and allowing direct peer-to-peer communication, eliminating the need to install plug-ins or download native apps. WebRTC phone is supported by Google Chrome, Opera and Safari.

Developers can find the full set of WebBar APIs in the XCALLY Motion installation path:

https://^{YourMotionIpAddress}/apidoc

General Commands List

The following is the list of the command buttons available on the Motion WebRTC bar:

	Enable/Disable Ringtone
	Set Speakers OFF/ON
	Set Mute ON/OFF
	Agent Status, where green is registered and red is unregistered.
	Field used to type the number or the name of the contact to call (the special character + is allowed)
	Start working after being on pause, start a pause, choose the pause type
	shows two timers: the first indicates how long you have been connected to the system, the second since how long you have been paused (if on pause)
	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
	Show Settings and Info button example (the Agent's default avatar can be changed by the Administrator)
	Stop/Resume recording a call

Agents on pause

The Administrator can configure for each Agent the DND:

Settings and Info

Clicking on the Show Settings and Info button you can access to the Agent Settings

Click on Settings and you'll detect your local configuration in the Profile tab:

You can change the local configuration for the Audio settings:

In the Services section you can turn the Auto-answer feature on or off:

This will enable or disable the Agent to get a call without clicking on the start a call button

When the Auto-answer function is enabled, the Agent will see a special mark:

near the call entry field.

In the Requirements you can check if all the requirements are fulfilled: if one or more of them are not, the local WebRTC application cannot work:

If it is set, the autoanswer feature can be disabled by the agent only for the current session: it will be reactivated when the working session is restarted

How to use the WebRTC bar

Place a call

The simplest method to make a call is to enter the name or number into the call entry field

or to use the Dialpad shown clicking the icon :

Then click the Call button or press Enter to start the call and the in-call panel will appear:

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:

Internal agents can also be called using the Omni Desktop Agents Presence: this function allows you to find who is available to receive a call (within a team or queue or by specifying their name) and to call them directly. It is possible to address both Agents and a Queue.

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 on the call panel (the call must be active or on hold).

Handle Incoming Calls

As soon as incoming call is received, 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.

Transfer a Call

You have more than one way to transfer calls:

Blind (Unattended) Transfer: click the button and then the standard Transfer window will appear:

Enter the name or number for the transfer destination and click Transfer: the call is placed to the destination without speaking to the person you're transferring the call to.

Attended Transfer (Call then Transfer): If you want to speak to the callee before transferring the call, you just place the second call (the first one is authomatically put on hold)

and then select one of the possible recipients (one amongst the active calls) in the Attended Transfer window. At the end click on Transfer:

A call can also be transferred (blind transfer) using the Omni Desktop Agents Presence: this function allows you to find who is available to take the call (within a team or queue or by specifying their name) and to transfer the call directly. It is possible to address both Agents and a Queue.

3 Way Conference Call

this content is available from 2.3.0

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're ready click on the conference button to add the first call on hold to the conversation

now the 3 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

and the recording is started:

This will be possible only if the Administrator has enabled this function in the Agent's Advanced Setting.

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 clicking on (only 2 recordings per call will be possible):

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

This configuration is optional.

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 Phonebar.

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.

Special characters and spaces are not allowed

Incoming Calls pop-up notification on Google Chrome

If the browser used on the Agent desktop is Google Chrome, the following pop-up is displayed (even if the XCALLY Motion window is in background):

The Agent can simply Accept or Reject the incoming call.

Browser not supported