Stefan_Eyckmans | 2019-12-13 12:05:16 UTC | #1
Hi all,
We have the problem that sometimes the WebRtc connection is lost and users cannot answer calls anymore through the ConversationsAPI (no error message is received, the call just isn't picked up).
Is it possible to check the status of the WebRtc connection and if it is closed, reinitialize is through an API? I found a reference to WebRTC Softphone SDK in the Java forum, but couldn't seem to find a reference to the underlying API.
I would believe it is possible since the Purecloud webinterface knows when the softphone is initialized, since the phone icon has a circle around it which is partially highlighted in blue
many thanks for any input!
kr,
Stefan
tim.smith | 2019-12-13 16:13:52 UTC | #2
If you're experiencing issues with the WebRTC softphone in the official PureCloud UI, please open a case with PureCloud Care to investigate. The WebRTC Softphone SDK is for implementing your own softphone in your own web app when agents aren't using the official UI.
Stefan_Eyckmans | 2019-12-13 16:26:40 UTC | #3
Hi Tim,
In the PureCloud UI it is working, we are using an internal application (CRM) to answer the phonecalls. It works, but not when the WebRtc connection is not initialized. For unkown reasons atm sometimes the connection is lost, I would need to be able to check when the connection is lost so I can take action.
kr,
stefan
tim.smith | 2019-12-13 16:57:21 UTC | #4
Stefan_Eyckmans, post:3, topic:6727
we are using an internal application (CRM) to answer the phonecalls
Do you mean using PATCH /api/v2/conversations/{conversationId}/participants/{participantId} or similar? The PureCloud UI is what's hosting the WebRTC Softphone. If you're using the official UI as your softphone, the Care team can investigate those issues.
Stefan_Eyckmans | 2019-12-13 17:11:25 UTC | #5
Hi Tim,
We are indeed using the ConversationsApi in our CRM to answer the phone and the Purecloud UI serves as our softphone. Would you have a link for me where I can pose my question?
thanks!
kr,
Stefan
tim.smith | 2019-12-13 17:13:07 UTC | #6
https://help.mypurecloud.com/articles/contact-purecloud-care/
system | 2020-01-13 17:25:51 UTC | #7
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This post was migrated from the old Developer Forum.
ref: 6727