Making and receiving calls using WebRTC in Agent Workspace

Using Agent Workspace, you can receive an incoming call. You can make or receive calls using either a softphone — such as WebRTC — or a hardphone — such as a desk or mobile phone.

Making an outbound call using Agent Workspace with WebRTC

To make an outbound call, you must initiate the call in Agent Workspace in the usual way. For information about initiating a call in Agent Workspace, see Initiating a call (using a hardphone) in Agent Workspace.

When you make the outbound call, instead of your telephone handset ringing, additional buttons appear within Agent Workspace and you hear a tone through your configured headset or speakers.

• If you do not have auto-answer enabled for your account, Cancel and Accept buttons appear in the call bar.

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  • To cancel the call, click Cancel. The call ends.

  • To continue with making the call, click Accept. The Cancel and Accept buttons are replaced with a End call button.

• If you have auto-answer enabled for outbound calls for your account, the Cancel button appears in the call bar and you hear ringing until you are connected to the target number or agent.
  
  

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If you have turned on the feature and connected a compatible headset to WebRTC, you can alternatively accept the call using the controls on your headset. For information about controlling a call using a compatible headset, see Controlling a WebRTC call in Agent Workspace using a compatible headset.

If the contact you are calling answers their phone, you are connected to the target number. You can hear the person who answers the phone through the speakers that you have configured and that person can hear you when you speak into your microphone.

During your outbound call, you can control the call using the callbar in Agent Workspace. For information about controlling a call, see Controlling a WebRTC call in Agent Workspace.

Accepting an incoming call using Agent Workspace with WebRTC

To receive an incoming call using Agent Workspace with WebRTC, you must set your status in Agent Workspace to Ready. For information about setting your presence state, see Changing presence states in Agent Workspace.

Using Agent Workspace in the usual way, when you receive an incoming call, instead of your telephone handset ringing, you hear a tone through your configured headset or speakers and a call bar appears.

The call bar contains the following information:

• The display name, if known, of the initiator of the call (Joe Bloggs). Alternatively, Unknown number.

• The phone number of the initiator of the call (+441234567890).

• The direction of the call indicated by the icon: 

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• The name of the queue that the call was routed through (Interaction ...).

• The reporting group associated with interaction plan the call was routed through (Sales).

Buttons also appear in the call bar. You can use the buttons in Agent Workspace to accept the incoming call.

• If you do not have auto-answer enabled for your account, Reject and Accept buttons appear in the call bar.
  

  • To reject the call, click Reject. The call is returned to the queue.

  • To answer the call, click Accept. 

• If you have auto-answer enabled for inbound calls for your account you are automatically connected to the caller.

If you have turned on the feature and connected a compatible headset to WebRTC, you can alternatively accept the call using the controls on your headset. For information about controlling a call using a compatible headset, see Controlling a WebRTC call in Agent Workspace using a compatible headset.

When you are connected to the caller, you can hear the caller through the speakers that you have configured and the caller can hear you when you speak into your configured microphone.

During your outbound call, you can control the call using the callbar in Agent Workspace. For information about controlling a call, see Controlling a WebRTC call in Agent Workspace.

Receiving a queued callback