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.
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Create a CX Voice Queue with the following settings.
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Once queue is created click on drop-down then click on Add Step and set the following steps.
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Open the Agent Attributes section and assign the CX Voice attribute to your desired agent.
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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
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Add a channel connector for the provider configured above for the WEB_RTC channel type on the unified-admin.
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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.
The recommended value for the customer inactivity timeout and Agent Request TTL should be greater than the configured for a call in the contact center if any, otherwise, 1 hour (3600 sec) should be set as a minimum value, after which the session expires in our system.