Handle WebRTC Calls
Allows agents to manage customer-initiated WebRTC interactions initiated directly through standard web browsers, ensuring smooth, real-time communication.
The WebRTC call is always a multi-channel call because the web session is always initiated first, and one can initiate audio or video calls.
The browser microphone and camera permissions should be enabled on the agent’s browser before responding to the calls.
Audio Calls
An agent can only respond to the customer request when one’s status is available with a global state Ready, and the MRD state for CX Voice is also Ready.
Upon receiving a new WebRTC audio call, the agent will see an incoming call notification with a button to Accept the request. The notification contains appropriate details of the customer, with a channel type icon to determine the channel through which the request was received (such as Web)
Answer a conversation
As the agent accepts the call, the call controls such as (answer, hold, resume, end) appear to handle the call.
The conversation view opens with WebRTC. The WEB session starts and is active in the conversation view. The Channel Session data for the active channel is also available under the Active Channels dropdown in the conversation view.
Video Calls
Upon initiating a WebRTC video session, the agent responds to the request as follows:
The agent sees an incoming call notification with a button to Accept the request. The notification contains appropriate details of the customer, with a channel type icon to determine the channel through which the request was received.
As the agent accepts the video call, the call controls and the customer video stream appear as the main view, along with a small view to represent the agent’s local video stream.
The conversation view opens with the WebRTC and WEB session active.
The wrap-up window does not appear when a WebRTC audio call is ended. Agents are unable to submit wrap-up codes or notes post-call for WebRTC audio interactions.
Silent Monitoring & barge-in during ongoing conversations are not allowed.
Assistance Controls, such as Agent consult/conference/transfer, are not supported as of now.
Call Timer Freezes on Maximized View when Navigating Away During WebRTC Video Call in Minimized Mode
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To see WebRTC configurations, please check this guide.