What is the WebRTC Bar?

The XCALLY Motion Web Real Time Communication Bar (WebRTC) is a native application,used by the Customer Care Agents to manage incoming and outgoing calls, embedded in the Omni Desktop Interface

The Agents can access the functions set in their Profile, according to their skill levels or tasks in a teamwork: they will only receive and manage the calls landed on the queues the agents belong to and perform  actions defined by the Administrator or Supervisor.

Log In 

1. To access as an agent from a browser, just go to the domain of your XCALLY server (ask the support team in case you are not sure which one is yours).

2. In the page that will appear you will have to type the username and password that has been previously assigned by your administrator/ supervisor.

IMPORTANT: if you log in XCALLY from Google Chrome, it's important that you make sure that the browser is correctly selecting your audio input and output device. You can validate this by clicking on the microphone icon that appears in the search bar of your browser: Here it will tell you the device that is currently being used and, if it's not the correct one, you can click on MANAGE to modify the configuration.

Commands and Functions List

Settings 

Clicking on the Settings  button you can access to the Agent Settings:

This section displays : 

• WebRTC Agent Settings: Profile, Services, Audio, Requirements.

• Change Password button.

  • If the Security Suite is enabled by the Admin, at the first login or after the expiration date the Agent is asked to change the password and must follow the security rules about the password syntax:

1. 1.  

      1. Minimum length of 8 characters

      2. At least one lowercase letter

      3. At least one uppercase letter

      4. At least one digit

      5. At least one symbol in the range ~!@#$%^&-_=+[{]}

• Logout button.

The WebRTC Guide

Place a call

To make a call :

• Enter the name or number into the call entry field:

         

 

Here you can find a list of available accepted characters:

1. *
2. #
3. +
4. .
5. -
6. (
7. )
8. [
9. ]
10. {
11. }
12. digits 0-9

 

Or use the Dialpad shown clicking the icon

     

   

 

• Then click the Call button or press Enter to start the call and the in-call panel will appear: 

         

Anytime you click in the call entry field, if one or more calls have been already done during the same Agent work session, the list of them is proposed:

And if you insert digits that match a number already dialed, the list is filtered by these:

Place New Calls

To place a new call without hanging up the current call, simply do it the usual way: a second call panel will appear next to the other call and the previous call is automatically put on hold:

End a Call

Click the End button  on the call panel (the call must be active or on hold).

Handle Incoming Calls

As soon as incoming call is received, a call panel appears, showing information about the call:

You can use the icons and buttons of the panel to control the call:

• To answer the call: click the button  from the call panel

• To reject the call: click the button  from the call panel

• To forward the call: click the button from the call panel and a transfer window will appear: 

  Enter the name/number to transfer to and then confirm.

 

 

Incoming Calls pop-up notification (Google Chrome)

If the browser used on the Agent desktop is Google Chrome and notifications have been enabled, when the XCALLY Motion window is in background, the following pop-up is displayed:

The Agent can simply Accept or Reject the incoming call.

 

 

Transfer a Call

You have more than one way to transfer calls: 

• Blind (Unattended) Transfer: click  the. button and then the standard Transfer window will appear:

 

Enter the name or number for the transfer destination and click Transfer: the call is placed to the destination without speaking to the person you're transferring the call to.

 

• Attended Transfer (Call then Transfer): If you want to speak to the callee before transferring the call, you just place the second call (the first one is automatically put on hold)