WxCC Agent Desktop: Login Using The Desktop (WebRTC) Station Credentials

This instructional article will help Contact Center Agents and Supervisors understand WebRTC, configure their Webex Contact Center Agent/Supervisor Desktop for WebRTC, and utilize the feature. An Agent or Supervisor license and configuration are required to access the Webex Contact Center Agent/Supervisor Desktop (WxCC Agent/Supervisor Desktop). Administrator's Note: WebRTC use requires that a Desktop Profile with the Desktop Voice Channel Option be assigned to the Agent or Supervisor in the Webex Contact Center. Otherwise, the Desktop Telephony option will not be available as a Station Credential at login. 

Table of Contents

1. Overview: What is WebRTC?
2. Webex Agent Desktop URL/Address
3. Sign In to Webex
4. Choosing Desktop as the Station Credentials
5. Accepting microphone use in the Chrome browser
6. Confirmation of successful connection and synchronization 
7. Accepting An Inbound Call
8. Confirm microphone use settings
9. Confirm State Synchronization and Desktop Telephony Notifications
10. Frequently Asked Questions (F.A.Q.s)
     

1. Overview: What is WebRTC?

WebRTC (Web Real-Time Communication) is a technology that enables real-time voice (and video) communication directly through web browsers, without requiring plugins or downloads. In the Station Credentials, WebRTC is named “Desktop” in the Telephony option. 
The advantage of using WebRTC is that it eliminates multiple networks and carriers in the call between the caller and the Agent, including the ACC network and VPN. When using WebRTC/Desktop mode in the WxCC Agent Desktop, the Agent does not need the Webex App (and Phone Services). All calls will connect through the Chrome browser. 

2. WxCC Agent Desktop Login Instructions

1. Open the Chrome browser and enter the following URL/address: https://desktop.wxcc-us1.cisco.com
2. Sign in to Webex 
   1. Enter your full ACC email address (e.g., somebody@austincc.edu)
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   2. Use your ACCeid, password, and Multi-Factor Authentication to authenticate through Okta and sign into the WxCC Agent Desktop
3. When the Station Credentials window opens, select Desktop as the Telephony Option
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4. Read and accept the Emergency Service Notification by checking the box next to “I have read the notification.” Select Continue.
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5. Important! Accept microphone use in the Chrome browser.
   1. A pop-up window will open for “Use of microphones” for the desktop.wxcc-us1.cisco.com website.
   2. Select “Allow while visiting the site”
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6. Important! Remain in the Idle-Login state until the following Notifications arrive:
   1. State synchronization successful
   2. Desktop telephony connected successfully
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7. When ready, toggle the WxCC Agent Desktop State to Available and begin taking calls.

3. WxCC Agent Desktop Accepting An Inbound Call

Note: If you had been using the Webex App's Phone Service to accept calls for the Call Center, calls will now ring to the Chrome browser rather than the Webex App. 

1. The call will appear in the upper left corner of the WxCC Agent Desktop (see screenshot below).
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2. Press the green Answer button to accept the incoming call. The timeout for RONA (Re-route on No Answer) is 18 seconds (this is a system setting).
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8. Confirm permission to use the microphone in the Chrome browser.

1. In Chrome, select the 3 vertical dots in the upper-right corner of the Chrome browser (this opens a menu)
2. Scroll down to Settings (gear icon) and select
   1. A tab will appear
3. Select Privacy and Security (left side menu)
4. Select Site Settings
5. Scroll to Permissions and select Microphone
6. Scroll to the section “Allowed to use your microphone” and ensure that the following URL/address is listed…
   1. https://desktop.wxcc-us1.cisco.com:443
7. Selecting https://desktop.wxcc-us1.cisco.com:443 will open up a Permissions list
   1. The microphone, by default, will be set to Ask
   2. If the microphone is set to Block, toggle this to either Ask or Allow
      1. Ask will require accepting microphone use at each login
      2. Allow should allow microphone use for this website and will no longer ask for permission, until this setting is changed

9. Confirm notification of State Synchronization and Desktop Telephony

1. To view current and recent notifications, select the bell icon (Notifications) in the WxCC Agent Desktop (to the left of the Agent State field)
2. Review the Notifications
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3. Optional: select the Mark All as Read button at the bottom.

10. F.A.Q.s (Frequently Asked Questions)

1. Do I still need to sign into the Webex App if I use Desktop Telephony (WebRTC) for the WxCC Agent Desktop? 
   1. You do not need a phone of any kind, including the Webex App’s Phone Service, if you select Desktop (WebRTC) in the Station Credentials.
2. Can I still stay signed in to the Webex App if I’m using Desktop Telephony (WebRTC) for the WxCC Agent Desktop? 
   1. You can still use the Webex App, but it is a separate system, and the Webex App will not ring if you select Desktop (WebRTC) in the Station Credentials.
3. I would like the ring notification for the Desktop Telephony (WebRTC) to ring to my laptop’s speakers rather than through my headset. How can I do that? 
   1. Cisco has received requests for this from customers. When it becomes available, I will post instructions here.