Overview
For Chronicall/ACR 4.0 we have added WebRTC (Real-Time Communication) support which only works over secure connections. This forces the browser to utilize https for all connections from the Contact Center Agent Client (CCAC), which means that Chronicall, Multimedia, and Recording Library need to be accessible from the browser over https. The way we have chosen to accomplish this is by automatically deploying a reverse proxy which provides a secure single point of entry for all services of the solution. This initiative will allow us to provide our users with https support and working WebRTC.
Notes:
- You cannot use WebRTC over a Public IP Address, it is only programmed to be useable over a Local IP.
- In order to configure WebRTC, Chronicall/ACR requires the use of ports 80, 443, and 8443. Please ensure that they are available on the server that Chronicall/ACR is installed on.
- If you have an IP 500 you must also have an Application Server in order to utilize Avaya's WebRTC Gateway
- In order to make/receive calls through WebRTC, the CCAC URL must be allowed permission to your microphone in your browser's settings.
Configuration Steps
- The Power User IPO License is needed on the PBX so we can assign the user a Power User profile
- Using the IP address of the server addition, you can put X.X.X.X:7071 into a browser to access the web portal and enable the setting WebRTC gateway
- Now we want to test the WebRTC handset before setting Chronicall/ACR up to use it on our side.
We do not need to verify ACR / MM is configured properly until we are able to log in and make a call with Avaya's WebRTC handset first. Otherwise, we lose time troubleshooting Chronicall/ACR when the PBX isn't ready yet
- Log into this URL to test https://10.0.1.10:9443/PhoneService/
- In this step, you will need to enter an IP address for testing
- The IP address must be the application server that has the Webrtc gateway, and you have to visit the URL from a machine that is going to be taking calls with a soundcard.
- Note: Ensure you use an outbound dial code when doing a test call from that machine.
- Log into this URL to test https://10.0.1.10:9443/PhoneService/
- Enable WebRTC mode
- Open Chronicall/ACR
- Go to Admin (System) > System Settings > Multimedia Voice Seat
- Under "Enable WebRTC" select either "All agents use WebRTC" or "Agents can enable WebRTC"
- Select "Save"
- Configure the SSL Proxy
- Go to Admin (System) > System Settings > Basic Settings
- Click on the ellipses next to "SSL Proxy Configuration"
- Switch “SSL Proxy Enabled” to “True”
- Type in the Chronicall/ACR's "Server IP" address in the blank field
- Copy the “DNS Record”
- You must enter an IP address in the WebRTC Gateway Override
- This should be the IP Address of the IP Office Server Edition or Application Gateway
- If you are using an Application Server with an IP 500 you would enter its IP Address in the "WebRTC Gateway Override" setting
- NOTE: In version 4.2.3 and above, you will see a new setting "Enable HTTP 1.1"
- If the customer is on IP Office 11.0.4.2 build 58 or higher, set to "True"
- If they are on IP Office 11.0.4.1 build 11 or older, set to "False"
- Hit “OK”
- Hit “Save”
- This may take up to five minutes to go into effect
- Go to Admin (System) > System Settings > Basic Settings
- Using WebRTC
- Open a compatible browser, either Chrome or Edge, on a computer that has a working microphone and speakers
- If you try to test without a working microphone, you will be unable to complete calls
- Paste in the "DNS Record" URL that you copied earlier, followed by “/ccagent”
- Example from above: w3zv124me.acr.ximasoftware.com/ccagent
- Once in effect, the “DNS Record” followed by “/ccagent” will be the new URL you will use to access the Contact Center Agent Client every time
- When running in WebRTC mode, in order to log into your extension you must first log into ccagent
- This is usually your extension and then the extension as the password
- Also, make sure to select "Enable WebRTC"
- Once logged in it will then ask you to enter the phone password created in IP Office Manager User Settings
- Hit enter, and you will now be taken to the Contact Center Agent Client
- Open a compatible browser, either Chrome or Edge, on a computer that has a working microphone and speakers
Note: Please reference our SSL/TLS troubleshooting guide if you run into issues
Agents: Please reference our WebRTC Not Logging In an internal article for further troubleshooting as well