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WebRTC Episode of the Q&A Show

  • 1.  WebRTC Episode of the Q&A Show

    GENESYS
    Posted 04-15-2021 11:06
    Hey Everyone,

    Last month we had a community member write in to the Q&A Show to ask for an episode dedicated to the WebRTC call setup/stream/tear down process. We are going to be recording on this topic next week. Do you have any questions about this topic for our experts?

    We'll be talking about the following specifically and would love to hear any other questions you are curious about:

    Can I please make a suggestion for a future community cast/show to have one of the telephony team walk through the WebRTC call setup/stream/tear down process and to touch on the specific ports/protocols/destinations used at each step including the STUN stuff for both on premise and Cloud Edges?

    Drop your questions or ideas below and we'll try to get you some answers ASAP!

    Cheers,

    Matt

    #PureCloudQAEpisode

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    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------


  • 2.  RE: WebRTC Episode of the Q&A Show

    Posted 04-15-2021 11:18
    Questions:
    • What impact does VPN connections have on WebRTC?
    • Can WebRTC be used with VDI solutions?
    • How do you configure VDI WebRTC helpers?
    • What is STUN and why do I need to open STUN to Google?
    • What does TURN do and how does it affect WebRTC?
    • Can you explain the WebRTC data and voice paths for home workers and local Edge devices?
    • Can I use WebRTC in any supported browser on any device?
    • What happens to at-home workers if their local Edges are not accessible?
    • How does WebRTC on the Communicate app work?
    • What diagnostic tools are available for WebRTC?


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: WebRTC Episode of the Q&A Show

    GENESYS
    Posted 04-15-2021 11:22
    I've got you, Robert! Maybe you'll get your own segment. 🥳

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    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
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  • 4.  RE: WebRTC Episode of the Q&A Show

    Posted 04-15-2021 11:28
    That would be fun.  Glad to be a part anytime.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: WebRTC Episode of the Q&A Show

    Posted 04-15-2021 16:44
    Brilliant, thanks for organising this.  This will be a great resource for people coming into it for the first time.  I know when I did last year I had to gather info from multiple places which was both frustrating and confusing as there was some conflicting information out there.

    I think @Robert Wakefield-Carl has a great list of questions there - probably also to expand on the last one about diagnostic tools to include in that where to look for ICE candidates discovered.

    I can see this ​show being a long one - hope you'll be well rested :)

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 6.  RE: WebRTC Episode of the Q&A Show

    GENESYS
    Posted 04-15-2021 16:59
    May be a two parter. We'll see! I spoke with the two guys that will be doing the demo and really enjoyed meeting them, so I think it will be a great episode regardless. Cheers and thanks again for the suggestion!

    Best,

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 7.  RE: WebRTC Episode of the Q&A Show

    GENESYS
    Posted 04-16-2021 04:34

    Hi Matt, some questions for the upcoming Q&A Show around WebRTC.

    About the Opus codec and bandwidth usage. This is a variable bitrate codec. In theory it could use anywhere between 6 kbit/s and 510 kbit/s.

    1. What are the default upper and lower bitrate limits that we allow the Opus codec to use?
    2. Can the customer change these bitrate limits to get better audio quality / use less bandwidth?


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    Peter Grothauzen
    Genesys - Employees
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  • 8.  RE: WebRTC Episode of the Q&A Show

    Posted 04-19-2021 11:52
    We began using Persistent Connection on WebRTC phones to reduce latency when new incoming calls reach an agent. We are seeing improvements. The default Timeout is 10 mins when Persistent Connection is enabled. We are experimenting with 30 mins, 60 mins and 4 hrs.
    • What's the recommended Timeout?
    • We have on-premise Edge servers (BYOC premise). Is there an impact on network traffic?


    ------------------------------
    Kun Jin Rhee
    LifeCare Assurance Company
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  • 9.  RE: WebRTC Episode of the Q&A Show

    GENESYS
    Posted 04-20-2021 08:55
    Edited by Matt Lawson 04-20-2021 08:59
    Thanks Robert, Peter, and Kun Jin for the questions! Obviously, thanks for Vaun for the initial suggestion. We are recording today and will have the episode posted ASAP.



    Cheers!

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 10.  RE: WebRTC Episode of the Q&A Show

    GCAP Member
    Posted 20 days ago
    Hi @Matt Lawson, please post the links to the videos. ​

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    Vincent Sabolboro
    ATB Financial
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  • 11.  RE: WebRTC Episode of the Q&A Show

    Posted 20 days ago
    Edited by Vaun McCarthy 20 days ago
    Here you go Vincent

    Part 1

    Part 2

    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 12.  RE: WebRTC Episode of the Q&A Show

    GCAP Member
    Posted 20 days ago
    Thank you @Vaun McCarthy


    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------



  • 13.  RE: WebRTC Episode of the Q&A Show

    Posted 05-07-2021 16:38
    Edited by Vaun McCarthy 05-09-2021 01:15
    Thanks again for organising this, and for taking time on your vacation @Matt Lawson

    Thanks also to Alan for his time.

    In the part two session, can we please have Alan screenshare some of the troubleshooting tools - specifically using things like webrtc-internals, WireShark etc so that we know where to look and confirm ICE candidates and confirm whether or not the session has fallen back to using TURN?

    It's also my understanding that in the case of a failure to reach STUN services, WebRTC client and Edge will have already exchanged host IP addresses and will try to use those ​IPs for media.  Can we please confirm this?

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 14.  RE: WebRTC Episode of the Q&A Show

    Posted 06-12-2021 06:29
    Hi Matt,
    Would be very much interested in covering:
    • WebRTC phone connection using Communicate mobile app. How do you manage to keep the ws connection when the mobile app is not running in foreground?
    • How is the detailed WebRTC flow when using media satellites?
    • How to force WebRTC over MPLS
    • More insights into how WebRTC would work with MediaFabric
    Also a side question for Alan and other API experts. Would Genesys consider sharing access to the XMPP chat APIs used for Collaborate?
    Thanks

    ------------------------------
    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
    ------------------------------



  • 15.  RE: WebRTC Episode of the Q&A Show

    Top 25 Contributor
    Posted 22 days ago

    @Matt Lawson

    Hi Matt
    I am looking for any reference or case studies where WebRTC with Edge Chromium browser & Genesys Desktop App is being used in Proxy environment.
    Is there any documentation or reference which says that WebRTC works in Proxy environment ?

    We are trying to use WebRTC along with Proxy PAC & Proxy but we were not able to use it. The WebRTC says that it can not reach to Edge servers.
    On the troubleshooting what we understood is that WebRTC is not understanding the Proxy PAC settings. It is not referring to Proxy PAC & trying to reach the Genesys URLs directly. Because of this the tests are failing.

    Any help or information regarding this will be useful & helpful.
    Do any of Genesys customers have used WebRTC with Proxy ?



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    Rajeev Srikant
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  • 16.  RE: WebRTC Episode of the Q&A Show

    Top 25 Contributor
    Posted 22 days ago

    @Vaun McCarthy

    @Robert Wakefield-Carl

    ​Any one if you have any inputs or details regarding the above could you please share it ?

    I am urgently looking for the answers to the above queries.​



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    Rajeev Srikant
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  • 17.  RE: WebRTC Episode of the Q&A Show

    GENESYS
    Posted 21 days ago
    Hey Rajeev,

    I asked a group of WebRTC experts on Genesys' side and they said we do not have any documentation that discusses WebRTC working with a Proxy PAC since that is not a standard configuration.

    I would recommend starting a new discussion with that as the title. Maybe you can find someone in the community using that combination setting and connect.

    Wish I had more info.

    Cheers!


    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 18.  RE: WebRTC Episode of the Q&A Show

    Top 25 Contributor
    Posted 21 days ago

    @Matt Lawson

    Hi Matt

    Thanks for your revert.

    1 more clarification. It is same for both Web App & the Desktop App for WebRTC.
    If I use Desktop App for WebRTC will it work with Proxy PAC or is it same like Web App for WebRTC.
    Does Desktop App has any settings or configurations where I can define the Proxy settings ?

    I tried to find the details in resource center but no information available.

    Also is there any plan in future roadmap to have WebRTC work in Proxy environment.



    ------------------------------
    Rajeev Srikant
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