Dev Documentation

WebRTC Quick Start Guide

Updated

Getting Started

1. Users can launch their WebRTC client through the following link: https://aivaconnect.ai

2. Select "Login."

3. Enter your BluIP provided email address and password.

Contacts

The contacts tab displays a user's shared enterprise directory. From this tab, users can create their own local directory as well.

To view your enterprise directory:

1. Select the Contacts icon on the left menu.

2. From here, select "Enterprise Directory".

AIVA Connect Client - Google Chrome

By default, WebRTC displays contacts based at the group level. To view your full enterprise directory, including contacts outside of your group, you will need to enable it from the settings tab.

To toggle between Group Level & Enterprise Directory:

1. Select the Settings icon from the left menu.

2. From here, select, "Contacts Settings."

3. Under "Enterprise Directory" you may toggle between the Group level (default setting) or Enterprise level.

AIVA Connect Client - Google Chrome

To create a local directory contact:

1. From the Contacts tab, select the plus icon on "Add Contact".

Client - Google Chrome

2. You will now be prompted to create a new local contact. Fill out the user's First Name, Last Name, and Phone Number, and Extension if they have one, and select "Save".

Client - Google Chrome

To add an existing user from your enterprise directory to your contacts:

1. Search for the particular contact you would like to add to your favorites.

2. Once you've found the user that you would like to add, select the Star icon next to their entry.

Client - Google Chrome

3. This will automatically add the contacts to your personal directory.

Call Logs

To view your call logs:

1. Select the "Call Logs" icon from the left menu.

2. This will display the the user's call history. Users can choose to filter between viewing All of their call history, Incoming, Outgoing, or Missed calls. Simply select the corresponding button to change the view of your call logs.

Client - Google Chrome
Calling

To make a call:

  1. Enter a number into the dialpad. You can input numbers by pressing the buttons or by using your keyboard.
  2. Select the call button to begin calling. You can also press the ENTER key on your keyboard.
Client - Google Chrome

It is also possible to dial out directly from your Call Logs, or from your Quick Dial.

Call Logs display all of your inbound, outbound, and missed calls.

To call from your Call Logs:

  1. From the "Call Logs" screen, select the number of the user you would like to call. This will then populate the number entry field with the user's number.
  2. Press "ENTER" from your keyboard, or select the "Call" button to begin outbound dialing.
Client - Google Chrome

Contacts displays your shared enterprise directory of contacts.

To call from your Contacts page:

  1. Select the "Contacts" icon from the left menu.
  2. From here you can search in the directory for a contact. Once you've selected a contact select the phone icon next to the user you wish to call.
ContactsCall

3. This will then populate that number into the number entry field. Select the call button or press ENTER on your keyboard to begin calling that user.

 

It is also possible to call directly from your Personal Directory.

To call from your Personal Directory:

1. Navigate to the Contacts tab.

2. Select the phone icon on the contact of the user you wish to dial. This will then populate that number into the number entry field.

3. Select the call button or press ENTER from your keyboard to begin calling that user.

PersonalDirectory
Call Controls

Once you have established a call, there are a variety of controls available to the user.

To mute yourself:

  1. Select the "mute" button to mute yourself.
  2. To un-mute yourself, select the "mute" button again.
Client - Google Chrome

To hold or resume a call:

  1. Establish a call.
  2. Select "Hold". Your call will now be put on hold, and will display an orange "On Hold" in the Caller ID field.
  3. To resume the call, select "Resume".
AIVA Connect Client - Google Chrome

If you have a license that includes pause and resume call recording, it is possible to manually pause and then resume your call recording.

To pause call recording:

1. Establish a call.

2. Select "Stop Recording." This will prompt a green notification ribbon at the bottom of the client stating the Call Recording has been Paused.

3. When you want to resume recording, select "Resume Recording."

AIVA Connect Client - Google Chrome

Call Transfers

WebRTC 1.1.3 supports both blind and attended transfers.

To blind transfer a call:

1. Establish a call.

2. Select "Call Transfer".

Client - Google Chrome

3. Enter the number you wish to blind transfer the call to. Select "Transfer" or press ENTER on your keyboard to transfer the call.

Client - Google Chrome

It is also possible to blind transfer using your enterprise contacts directory.

To blind transfer using your contacts:

1. Establish a call.

2. Select "Call Transfer"

3. Select the Contacts icon from the keypad screen. This will bring up a directory of your contacts that you can search through. If you have listed any contacts as "Favorites", these will display at the top of your contacts list.

4. Search for the contact you would like to transfer to and select "Blind" next to their name.

AIVA Connect Client - Google Chrome

Warm (Attended) Transfer

To attended transfer a call:

1. Establish a call.

2. Select "Transfer" or "Add Call"

3. Search for the contact that you would like to make the attended transfer to.

4. Select "Attended" or enter the number under Line 2. This will place your first call on hold, indicated by a flashing orange button on Line 1. Once the user answers the call, a new call will be located on Line 2.

5. Select "Merge Calls" to begin a conference call. When ready to drop from the call, select "Complete Transfer" or "Transfer."

AIVA Connect Client - Google Chrome

Conferencing

WebRTC supports conferencing with up to 5 separate callers.

To start a conference call:

1. Establish a call.

2. Select "Add Call". This will place your call on hold while you search for a contact to add.

3. Once you've selected and called that contact, and they have accepted the call, you will be given the option to merge the calls. Select "Merge Calls" to begin a conference call.

AIVA Connect Client - Google Chrome

5. To end conferencing, select "Split Calls". This will keep you on an active call with the Line that you are currently connected to, and all other lines will have be placed on hold. You will then be able to hang up individually on each Line.

AIVA Connect Client - Google Chrome

Queue Calling

WebRTC supports calling out of queues. This functionality allows agents to call using their personal DID or to call out of a particular queue. Please note that if this setting is not enabled for the Call Center in BroadWorks, then it will not appear for the user.

To switch between calling out of queues or a user's personal DID:

1. Select the queue toggle icon on the call button.

Client - Google Chrome

2. This will open the list of available queues to call out of. Select the queue you would like to use to make outbound calls. When you make outbound calls, they will display the number that is displayed on your call button.

Client - Google Chrome

Audio Controls

It is possible to customize your audio input and output using the WebRTC Settings menu.

To select your audio input:

1. Select the "Settings" icon in the bottom left corner.

2. Select "Audio Settings".

AudioSettings

3. Select the Audio Input drop-down menu. It will display a list of available audio inputs.

4. Select your preferred device.

AudioInput

The steps for adjusting audio output is the same.

To select your audio output:

1. Open "Audio Settings" from the Settings icon.

2. Select the Audio Output drop-down menu. It will display a list of available audio outputs.

3. Select your preferred device.

 

It is also possible to adjust the volume of your audio output.

To adjust the volume of your Audio Output:

1. Open "Audio Settings" from the Settings icon.

2. Select the "Play" icon to begin playing the test audio.

3. Select and drag the adjustable meter to your volume preference.

AudioPlay

To change your ring tone:

1. Select one of the three ring tones (Happy, Synth, or Sonar).

2. Select the "Play" icon to begin playing the test audio. These settings will auto-save when you close the client.

AudioRingtone
ACD Agent Status

Users can change their ACD Agent Status at any time.

To change your Agent Status:

1. Select the Agent Status icon in the top right corner.

2. Select your Agent Status from the drop-down menu.

ACDStatus

To Sign In or Out of a Queue:

1. Select the Agent Status icon in the top right corner.

2. Select the Bell Icon on the Queue that you would like to sign in or out of.

QueueStatus

Disposition & Unavailable Codes

Disposition Codes and Unavailable Codes are set at call center level in BroadWorks. If your organization has Disposition Codes and Unavailable Codes assigned, they will automatically be associated to your WebRTC client.

It is only possible to set a Disposition Code once your call has ended. Once your call ends, you will move into Wrap-Up, and you will be able to select the code from that menu.

To set a Disposition Code:

1. Establish a call.

2. End a call.

3. Click on "Disposition: Not Set".

4. This will open a pull-down menu of your available codes. Select a code to set your Disposition Code.

Client - Google Chrome

It is only possible to set your Unavailable Code while on the "Unavailable" ACD Agent status.

To set your Unavailable Code:

1. Set your ACD Agent Status to "Unavailable."

2. Select "Code: Not Set".

Client - Google Chrome

3. This will open a pull-down menu of your Unavailable Codes.  Select a code to set your Unavailable Code.

Client - Google Chrome
Supervisor

If you are a supervisor, the call center administrator tab allows you to set the shift time of the different queues or properties you are responsible for. You can also view the statistics for each property and set the statistics range for yourself and for all the agents assigned to you. Lastly, you can customize the type of statistics shown to your agents for each queue or property you are responsible for.

To log in to a queue:

1. Select the Call Center icon from the left menu.

2. Select the desired queue. This will unlock the remainder of the page.

CallCenterAdmin

To set your shift time:

1. Select the start time and end time of the shift.

2. Select the "Update" button.

ShiftTime

To change the statistics range for yourself and the agents in the queue:

1. Select the statistics range for yourself (Shift, Real Time, 10 Hours, 24 Hours, 7 Days, 30 Days)

2. Select the statistics range for agents (Shift, Real Time, 10 Hours, 24 Hours, 7 Days, 30 Days)

StatisticsRange

To send an announcement to the agents in the queue:

1. Enter your desired announcement.

2. Select the "Update" button. The message will appear under the "Close Settings" button.

Announcement

To customize the statistics the agents in the queue can view:

1. Hover over the statistic card you would like to be hidden.

2. A toggle button will appear in the top right of the statistic card.

3. Toggle the button off to hide the statistic for all agents in the queue. If successful, the hidden icon will appear in the background of the statistic card.

StatisticsCards
Integrations

Integrations are an add on feature to the WebRTC client console. They include property management systems, central reservation systems, and phone systems. With integrations, users can utilize all of their necessary systems without the need to download any software and all under one single-pane-of-glass console. They are simply added as a menu icon on the left side of the screen and can be accessed at any point.

Network & QoS Tests

QoS Test

The WebRTC client has a built in QoS test that you can use to determine that your client is properly supported.

To access the QoS Test:

1. Open "Network | QOS" from the Settings icon.

Network | QoS

2. Select "QoS" Test.

QoS Test

3. This will open a new pop up window that will allow you to take the QoS Test. Follow the onscreen prompts to complete the test.

https://devwebrtcvdedicated.blob.core.windows.net/static/qos.html?originWebRTC=dGVzdEBibHVpcC5jb20= - Google Chrome

4. Once the test is complete you will be notified whether or not your test was successful. In the example below, the user successfully passed the QoS Test.

https://devwebrtcvdedicated.blob.core.windows.net/static/qos.html?originWebRTC=dGVzdEBibHVpcC5jb20= - Google Chrome

Speed Test

The WebRTC client has a built in Speed test that you can use to calculate your real-time speed to the AIVAConnect server.

To access the Speed Test:

1. Open "Network | QOS" from the Settings icon.

2. Select "Speed" Test to view your real-time connection speed.

SpeedTest

3. Select "Results".

SpeedResults

4. This will open up a table containing the last 20 Speed Tests performed.

SpeedTable
Support

Submit a Bug

To submit a bug:

1. From the settings icon, select "Help & Support".

2. Select the Priority level of your bug, as well as the Frequency.

Help & Support

3. Select "Submit" when you are ready to submit.

Submit Bug
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