Configuring a Current Call Details Widget for WebRTC

The following describes how to access and modify various options for enabling a Current Call Details widget to handle WebRTC calls.

For this to work, the configuration will also need a WebRTC VoIP Phone widget.

Implementation

  1. Access the list of configurations for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the CC4Web Configurations hyperlink.
  1. Launch the intended configuration.

    When viewing the list of available configurations:

    1. If you don't want the configuration to appear in a new window, un-tick the first check box.
    2. Use the first drop-down to select the name of an Agent to simulate when you launch the configuration.
    3. Locate the configuration you want to access, and click its Launch button.

    Always remember to save any intended changes before exiting this mode.

  1. Click Enter Design Mode.
  2. Locate the intended widget and click its Properties button. This will open the Properties page for the widget.
  3. Select the VoIP tab.
  4. Make the necessary changes to the WebRTC VoIP Controls section.
    OptionDescriptionFurther Reading
    Option: WEBRTC_AUDIO_CONTROL

    Displays a button within the widget labeled AUDIO. When clicked, this button presents the Agent with a dialog for selecting which of their available audio devices should be used for their microphone during WebRTC calls, and which device should be used for playing the call audio. Each selection has a button for testing the audio levels of the respective device.

    All device selections will default to the Agent's own operating system settings. Changing the options here will not affect those wider settings.

    The dialog also allows the Agent to choose a personal hotkey for answering and hanging up WebRTC calls received by this widget. By default, no hotkey is selected.

    A default hotkey can be set for every user of the configuration via the WEBRTC_ANSWER_END_HOTKEY option described below. This default hotkey is ignored if a personal hotkey is also applied.

    		 
    Option: WEBRTC_CONNECTION_STATE

    Displays a 'signal strength' indicator within the widget, summarising the current status of the servers providing WebRTC connectivity.

    While using the configuration, hovering the mouse cursor over this indicator will display a graphical list of available servers, including a connection summary based the respective status of each server.

    		 
    WEBRTC_ANSWER_END_HOTKEY

    Applies a hotkey to the widget, which Agents can then use to answer and hang up WebRTC-based calls. This can either be a function key (e.g. F7) or a standard key.

    For as long as a hotkey is applied to the widget, that key's usual behaviour (e.g. activating certain browser features) will be ignored.

    Whatever is chosen here will become the default hotkey for all Agents using this widget; however, if Option: WEBRTC_AUDIO_CONTROL is also enabled, Agents can use the resulting dialog to apply a personal hotkey that will override the default one selected here.

    		 
  5. Click Save Changes.
  6. To return to the configuration, click Return to the Cxp Agent Experience; otherwise, you can now safely close the current window or tab.