WebRTC Configuration Guide

Recommendations

• Media Server and Expertflow CX Server Time should be synced.
  

System Configurations

• To update the CTI config variables added in the unified-agent config map, follow this guide.

• For user extension configuration, follow this guide.
  

Unified Admin Configurations

CX Voice Queue

• Create a Routing Attribute called CX Voice with the type of Boolean.
  

• Create a CX Voice Queue with the following settings.

• Once queue is created click on drop-down then click on Add Step and set the following steps.

• Open the Agent Attributes section and assign the CX Voice attribute to your desired agent.

Channel Manager Configuration

• The following variables need to be added in the channel provider for the WEB_RTC supported channel type on the unified-admin. 

  • The provider webhook is required. In this case, it is the callback URL exposed by the Voice connector in the format: http://VC-IP:VC-PORT/ccm-msg/receive
    
    

• Add a channel connector for the provider configured above for the WEB_RTC channel type on the unified-admin.

• Add a channel for WEB_RTC channel type on the unified-admin.

  • Add the desired channel name.

  • Add the configured DN(Dial Number) for the contact center(the same as that set in the Media Server for inbound IVR) as a Service identifier for the channel.

  • Select the configured Bot.

  • Select the configured channel connector.

  • Select Channel Mode i.e. HYBRID. (supported by the system as of yet.)

  • Select Agent Selection Policy i.e. LONGEST AVAILABLE (supported by the system as of yet.)

  • Configure the activity timeout.          

  • Set Routing Mode to PUSH
    

    

    
    

  • Select the queue that is associated with the CX VOICE MRD.

  • Configure the Agent Request TTL.

  • To configure Outbound conversation, enable Default Outbound Channel for the CX Voice channel being used.