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• 5.3 • 5.8

WebRTC Considerations

WebRTC is an open-source project that allows secure (i.e., encrypted) real-time communications in web browsers. Starting from version 5.5.0, Bright Pattern Contact Center software includes the Secure phone via browser audio (Web RTC) phone device option.

If you will be using this option in your contact center, please note the following.

All Browsers

  • Your computer's speaker device may not be reliably reported by your web browser. Because of this, Bright Pattern Contact Center software uses your computer's microphone to indicate which audio device is being used.
  • If WebRTC is the only phone device option allowed in your contact center, the following functionalities are not supported unless the BPClient plugin is installed:
    • Screen monitoring (i.e., a user can monitor others, but they cannot be monitored)
    • Screen recording
    • The GUI popup for inbound interactions (i.e., outside of the web browser window)
    • Client-side diagnostic logging (i.e., BPClient.log)
    • Audio notifications through all audio devices (e.g., ringing on all devices)
    • The Simplified Desktop .NET API
    • Business user presence detection (i.e., system input activity tracking)
    • The G.729 codec
    • For Salesforce.com integrations, the CTI phone in Salesforce Classic
  • Note: In order to use screen monitoring, both users (i.e., the host of the monitoring and monitored user) should have the BPClient plugin installed.
  • Starting from Bright Pattern Contact Center version 5.5.0, the following codecs are supported:
    • For browsers that support WebRTC:
      • G.711 mu-law, a-law, G.722
    • If the Agent Desktop Helper Application plugin is used (i.e., both secure and regular mode):
      • Above + G.729

Firefox

  • The Firefox web browser cannot use a microphone if it was plugged in after the browser was started; however, it works if there is another microphone registered in the system. In other words, adding a second or third microphone is supported, but adding the first one is not. The only workaround is to restart the entire browser.
  • Events about audio device changes may be delayed if a frame with Agent Desktop is out of focus. Bringing it into focus enables the events.

Safari

  • The Allow All Auto-Play option must be enabled for your contact center's website; this setting is required to play ring tones as well as WebRTC audio. To enable this setting, take the following steps:
    • When you are at your contact center's website, from the Safari menu, select Settings for This Website.
    • In the pop-up window, locate the Auto-Play option.
    • From the pop-up window, select the Allow All Auto-Play option.
  • Note that audio may not start if a frame with Agent Desktop is out of focus. Bringing it into focus starts the audio.

Internet Explorer

  • The Internet Explorer (IE) web browser does not support WebRTC.



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