The WebRTC Bar is an alternative to the Windows-based Phonebar application in those cases where:

• the client platform is different from a Windows-based PC
• no manual installation, configuration and upgrade is desired on workstations
• bandwith is limited (the WebRTC bar supports auto-adaptive Opus Codec: for more information see here)

As using the Phonebar, the Agents that log into the system can only receive and manage the calls landed on the queues the agents belong to, and perform actions defined by the System Administrator: they can very easily set their status and pauses, share a conversation or forward it. 

The Supervisor can (if allowed by the Administrator) use the Chanspy utility (to barge in or whisper during a conversation between Customer and Agent.

Click on Settings and you'll detect your local configuration in the Profile tab:

You can change the local configuration for the Audio settings: 

In the Services section you can turn the Auto-answer feature on or off: 

This will enable or disable the Agent to get a call without clicking on the start a call button

When the Auto-answer function is enabled, the Agent will see a special mark:

near the call entry field.  

In the Requirements you can check if all the requirements are fulfilled: if one or more of them are not, the local WebRTC application cannot work:

How to use the WebRTC bar

Place a call

The simplest method to make a call is to enter the name or number into the call entry field 

or to 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.

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 authomatically put on hold) 

and then select one of the possible recipients (one amongst the active calls) in the Attended Transfer window. At the end click on Transfer:

3 Way Conference Call 

The Agent can manage a 3 way conference call as follows:

• start/receive a call 

• click on the pause button and place the new call 

• start the second call and speak with the second recipient only

and when you're ready click on the conference button  to add the first call on hold to the conversation

• now the 3 way conference can take place

• click on the transfer button  if you want to abandon the conversation and let it go ahead between the two other participants

Record a Call

The Agent can start recording a call during the conversation, clicking on the Record button  

and the recording is started:

The call will be recorded until the Agent clicks on the Stop button:

To start it again the Agent should press the start button: 

and this stop/start can be done as many times the Agent needs.

The Agent can start a new separate recording clicking on  (only 2 recordings per call will be possible):

The two recordings can be started and stopped individually:

All the Voice Recordings will be available for the Supervisor's review (see here about this topic).

Automatic Call Recording 

The Administrator can set an automatic recording feature to:

• specific Agents (receiving a call)
• Queues (all the calls received from that queue)
• Outbound Routes (all the calls done on that specific route)

 that will be activated whenever the call is taking place in one of these contexts.

Unlike a normal call display, the Agent in this case will be notified the call is being recorded by the record button becoming red on the Phonebar.

Clicking on this button the Agent can pause the recording and start it again as many times as needed, or start a new recording.

All the Voice Recordings will be available for the Supervisor's review (see here).