Skip to end of metadata
Go to start of metadata

 

WebRTC reduces complexity of entering a call back number or downloading a browser plugin, and then authorizing that plug-in permission to access PC resources.

A customer or potential customer with a compliant browser can simply click on a link and be instantly audio/video connected to an enterprise. No software plugin is required to download. WebRTC makes it easy to add a video chat component to any contact center.

The user clicks the “communication” button (image, icon, link) on the website to get connected to the customer care agent.

The link connects the user to the web server, which then sends a webpage to the agent you are trying to communicate with. The receiver then accepts the communication, and an audio or video chat is started between the two browser sessions.

This section provides various browser to browser communication scenarios between customer and agent.

Customer Dashboard

Perform the following tasks as a customer to call or chat customer care agent.

  1. Type the Sonus Customer Care IP address on your supported browser.
    Sonus Customer Care dashboard appears.

    Figure : Sonus Customer Portal

  2. Click Customer button.

    The Customer Login page appears.

    Figure : Cloud Central Portal

     

  3. Provide the following details:

    • User name

    • Email Id

    • Server IP and click save

  4. Click Login.

    The Customer dashboard appears.

    Figure : Customer Login Page

    Select either of the following options based on your requirement:

    1. Audio or Video call option to call an agent

    2. Messenger option to chat with an agent.

    3. Screen share to share your screen with the agent.
    4. PSTN Call to dial the customer care number to call, message, or share the screen with the agent.

Audio Call

  1. Click Audio Call to call an agent. The following screen appears with a notification.

    Figure : Audio Call

    Latest agent logged in to the portal receives the call.

    Figure : Agent Receives the Audio Call

  2. The call is established once the agent attends the call by clicking icon.

    Figure : Call Established

    The call options available to manage an established call are as follows:

    • Voice Mute: this option will mute the microphone preventing any noise or disturbance during a call but allows the user to listen. Click  icon to mute a call and  icon to unmute.

    • Video Mute: this option will pause the video relay with the agent in a video call. Click  icon to pause the video relay and  icon to resume. When you mute the video the video display at the bottom right of the screen will go blank.

    • Call Hold: this option allows you to put a call on hold where the video and voice streams do not send or receive any data packets to the agent; click  icon to put a call on hold.

    • File Share: this option allows you to share a file with the agent; click  icon to share files.

      Enable the Data Channel option before initiating screen share.

    • DTMF: this option allows you to dial number to call the agent; click  icon to switch over to dial pad option.
    • Upgrade to Video Call: this option allows you to upgrade to a video call within an active session; click icon to upgrade to a video call.
    • Capture and Download Photos: this option allows to capture and download photos; click icon to capture the photo.
    • Full Screen: Click  icon for a full screen view.
    • End Call: this option ends an active call; click  icon to end the call.

Audio to Video Upgrade

Perform the following tasks to upgrade an audio call to video call within an active session.

  1. Click icon to upgrade an ongoing audio to video call.
    The following screens are observed on customer and agent pages.

    Figure : Upgrade from Audio to Video Call

    Customer Screen
    Agent Screen

Video Call

  1. Click Video Call to call an agent. The following screen appears.

    Figure : Video Call

    Latest agent logged in to the portal receives the call.

    Figure : Agent Receives a Video Call

  2. The call is established once the agent attends the call by clicking icon.

    The call options available to manage an established call are as follows:

    • Voice Mute: this option will mute the microphone preventing any noise or disturbance during a call but allows the user to listen. Click  icon to mute a call and  icon to unmute.

    • Video Mute: this option will pause the video relay with the agent in a video call. Click  icon to pause the video relay and  icon to resume. When you mute the video the video display at the bottom right of the screen will go blank.

    • Call Hold: this option allows you to put a call on hold where the video and voice streams do not send or receive any data packets to the agent; click  icon to put a call on hold.

    • File Share: this option allows you to share a file with the agent; click  icon to share files.

      Enable the Data Channel option before initiating screen share.

    • DTMF: this option allows you to dial number to call the agent; click  icon to switch over to dial pad option.
    • End Call: this option ends an active call; click  icon to end the call.

Messenger

  1. Click Messenger option to chat with an agent. The following Chat window appears.

    Figure : Message Screen

  2. Type your message and click Send.
  3. Latest agent logged in to the portal receives the chat message.

    Figure : Agent Receiving Message

Screen Share

  1. Click Screen Share option to share your screen with the agent. The following pop-up appears.

    Figure : Select Screen for Sharing

  2. Select the screen you want to share with the agent.
  3. Click Share
  4. The selected screen is shared with the agent.

    Figure : Selected Screen Shared with the Agent

PSTN Call

  1. Click PSTN Call option.
    The following screen appears.

    Figure : PSTN Option

  2. Type the customer care number to call, message, or share your screen with an agent.

Agent Dashboard

Perform the following tasks as an agent to receive a call or message customer care agent.

  1. Type the Sonus Customer Care IP address on your supported browser.
    Sonus Customer Care dashboard appears.

    Figure : Sonus Customer Portal

  2. Click Admin button.

    The Admin Login page appears.

    Figure : Agent Login Page

  3. Provide the following details:

    • User name

    • Email Id

    • Server IP and click save

  4. Click Login.

    The Agent dashboard appears.

    Figure : Agent Dashboard

  5. When a customer calls an agent or shares a screen with an agent, the incoming call is shown on the agent's dashboard.

    Figure : Agent Dashboard

  6. Click the  icon to receive an audio or video call, or screen share request from the customer.

The agent uses the Dialer to make audio or video call, send a message, or share a screen.

Figure : Dialer

The call options available to manage an established call are as follows:

  • Voice Mute: this option will mute the microphone preventing any noise or disturbance during a call but allows the user to listen. Click  icon to mute a call and  icon to unmute.

  • Video Mute: this option will pause the video relay with the agent in a video call. Click  icon to pause the video relay and  icon to resume. When you mute the video the video display at the bottom right of the screen will go blank.

  • Call Hold: this option allows you to put a call on hold where the video and voice streams do not send or receive any data packets to the agent; click  icon to put a call on hold.

  • File Share: this option allows you to share a file with the agent; click  icon to share files.

    Enable the Data Channel option before initiating screen share.

  • DTMF: this option allows you to dial number to call the agent; click  icon to switch over to dial pad option.
  • End Call: this option ends an active call; click  icon to end the call.

Call in Queue

The customer calls that are in queue appears on the agent dashboard.

Figure : Calls in Queue

Agent has the feasibility to choose the call from the queue based on the priority and place another call on hold.

Call Hold

The customer calls that are on hold appears on the agent dashboard.

Figure : Call on Hold