• 5.3 • 5.8

ウェブRTCについて

ウェブRTCは、ウェブブラウザーで安全な（つまり暗号化された）リアルタイム通信を可能にするオープンソースプロジェクトです。バージョン5.5.0以降、Bright Pattern コンタクトセンターのソフトウェアには、 ブラウザーオーディオ (ウェブRTC)を介する安全な電話 という電話デバイスオプションが含まれます。

コンタクトセンターでこのオプションを使う場合は、次の点にご注意ください。

全てのブラウザー

• お使いのコンピュータのスピーカーデバイスについては、ウェブブラウザーによって正確に通知されない場合があります。このため、Bright Pattern コンタクトセンターのソフトウェアは、使用されているオーディオデバイスを指すためにコンピュータのマイクを使います。

• 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.< 前へ