Genesys Cloud - Main

Hello everyone

We plan to use WEBRTC for two of our contact centers.

Both these offices will be high volume calls with around 70 agents in each.

Does anyone have any feedback or suggestions about using webRTC as a solution for a entire contact center.

I have ran a few tests using PureCloud webRTC diagnostic and got the following results





#Telephony

#GenesysWebRTCService

------------------------------
Richard Dib
Employsure
------------------------------​​

Hi Richard,

We are using WebRTC in two call centers with about 30-50 agents each. Some of these agents work remotely (from home). This works well, but you want to watch out for a few things:

• Network: Make sure your network is solid (cabled ethernet recommended, Wifi causes the majority of our issues especially for remote agents)
• Compute resource: If the machine is running short on RAM or CPU, or the disk is slow, call quality will be impacted
• Headsets: Good quality headsets make a large difference. While this is true no matter what transport technology you use, you want to test the interaction between the headset, Windows (or whatever OS), and the PureCloud app
• Test the entire flow from ringing to hanging up. We had trouble with chat notifications interrupting the call on the headset, ringing only in the headset, or only in the speakers, etc.

Overall, our agents are working well with WebRTC now.

------------------------------
Sven Schiller
Kognitiv
------------------------------

Thanks Sven

This is very helpful.

Would you know about "your network appears to be a symmetric NAT, this can cause problems for WEBRTC connectivity"

will this be on the network level?

------------------------------
Richard Dib
Employsure
------------------------------

Original Message:
Sent: 03-08-2019 14:38
From: Sven Schiller
Subject: WebRTC

Hi Richard,

We are using WebRTC in two call centers with about 30-50 agents each. Some of these agents work remotely (from home). This works well, but you want to watch out for a few things:

• Network: Make sure your network is solid (cabled ethernet recommended, Wifi causes the majority of our issues especially for remote agents)
• Compute resource: If the machine is running short on RAM or CPU, or the disk is slow, call quality will be impacted
• Headsets: Good quality headsets make a large difference. While this is true no matter what transport technology you use, you want to test the interaction between the headset, Windows (or whatever OS), and the PureCloud app
• Test the entire flow from ringing to hanging up. We had trouble with chat notifications interrupting the call on the headset, ringing only in the headset, or only in the speakers, etc.

Overall, our agents are working well with WebRTC now.

------------------------------
Sven Schiller
Kognitiv
------------------------------

We use a symmetric NAT for our internal client devices (most NATing works this way) and don't see any problems. Remote agents would likely also run this way using a home router/firewall/AP box. Our edges have a direct internet address and are also reachable on the internal subnet for devices in our company LAN (we use both the LAN and WAN ports of the edge). 

I'd recommend setting up a test bed to get actual experience with your individual setup.

------------------------------
Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 03-11-2019 01:45
From: Richard Dib
Subject: WebRTC

Thanks Sven

This is very helpful.

Would you know about "your network appears to be a symmetric NAT, this can cause problems for WEBRTC connectivity"

will this be on the network level?

------------------------------
Richard Dib
Employsure
------------------------------


Original Message:
Sent: 03-08-2019 14:38
From: Sven Schiller
Subject: WebRTC

Hi Richard,

We are using WebRTC in two call centers with about 30-50 agents each. Some of these agents work remotely (from home). This works well, but you want to watch out for a few things:

• Network: Make sure your network is solid (cabled ethernet recommended, Wifi causes the majority of our issues especially for remote agents)
• Compute resource: If the machine is running short on RAM or CPU, or the disk is slow, call quality will be impacted
• Headsets: Good quality headsets make a large difference. While this is true no matter what transport technology you use, you want to test the interaction between the headset, Windows (or whatever OS), and the PureCloud app
• Test the entire flow from ringing to hanging up. We had trouble with chat notifications interrupting the call on the headset, ringing only in the headset, or only in the speakers, etc.

Overall, our agents are working well with WebRTC now.

------------------------------
Sven Schiller
Kognitiv

Thanks for that very helpful

How would you go about doing shadowing? from time to time we have sales trainers / service trainers shadowing a call with the agent.

What is the best way to do this via WebRTC?

------------------------------
Richard Dib
Employsure
------------------------------

Original Message:
Sent: 03-12-2019 10:05
From: Sven Schiller
Subject: WebRTC

We use a symmetric NAT for our internal client devices (most NATing works this way) and don't see any problems. Remote agents would likely also run this way using a home router/firewall/AP box. Our edges have a direct internet address and are also reachable on the internal subnet for devices in our company LAN (we use both the LAN and WAN ports of the edge).

I'd recommend setting up a test bed to get actual experience with your individual setup.

------------------------------
Sven Schiller
Kognitiv
------------------------------


Original Message:
Sent: 03-11-2019 01:45
From: Richard Dib
Subject: WebRTC

Thanks Sven

This is very helpful.

Would you know about "your network appears to be a symmetric NAT, this can cause problems for WEBRTC connectivity"

will this be on the network level?

------------------------------
Richard Dib
Employsure


Original Message:
Sent: 03-08-2019 14:38
From: Sven Schiller
Subject: WebRTC

Hi Richard,

We are using WebRTC in two call centers with about 30-50 agents each. Some of these agents work remotely (from home). This works well, but you want to watch out for a few things:

• Network: Make sure your network is solid (cabled ethernet recommended, Wifi causes the majority of our issues especially for remote agents)
• Compute resource: If the machine is running short on RAM or CPU, or the disk is slow, call quality will be impacted
• Headsets: Good quality headsets make a large difference. While this is true no matter what transport technology you use, you want to test the interaction between the headset, Windows (or whatever OS), and the PureCloud app
• Test the entire flow from ringing to hanging up. We had trouble with chat notifications interrupting the call on the headset, ringing only in the headset, or only in the speakers, etc.

Overall, our agents are working well with WebRTC now.

------------------------------
Sven Schiller
Kognitiv

Our call center monitors calls regularly. I believe this works with WebRTC like any other transport mechanism:
https://help.mypurecloud.com/articles/monitor-in-progress-interactions/

------------------------------
Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 03-18-2019 19:53
From: Richard Dib
Subject: WebRTC

Thanks for that very helpful

How would you go about doing shadowing? from time to time we have sales trainers / service trainers shadowing a call with the agent.

What is the best way to do this via WebRTC?

------------------------------
Richard Dib
Employsure
------------------------------


Original Message:
Sent: 03-12-2019 10:05
From: Sven Schiller
Subject: WebRTC

We use a symmetric NAT for our internal client devices (most NATing works this way) and don't see any problems. Remote agents would likely also run this way using a home router/firewall/AP box. Our edges have a direct internet address and are also reachable on the internal subnet for devices in our company LAN (we use both the LAN and WAN ports of the edge).

I'd recommend setting up a test bed to get actual experience with your individual setup.

------------------------------
Sven Schiller
Kognitiv


Original Message:
Sent: 03-11-2019 01:45
From: Richard Dib
Subject: WebRTC

Thanks Sven

This is very helpful.

Would you know about "your network appears to be a symmetric NAT, this can cause problems for WEBRTC connectivity"

will this be on the network level?

------------------------------
Richard Dib
Employsure


Original Message:
Sent: 03-08-2019 14:38
From: Sven Schiller
Subject: WebRTC

Hi Richard,

We are using WebRTC in two call centers with about 30-50 agents each. Some of these agents work remotely (from home). This works well, but you want to watch out for a few things:

• Network: Make sure your network is solid (cabled ethernet recommended, Wifi causes the majority of our issues especially for remote agents)
• Compute resource: If the machine is running short on RAM or CPU, or the disk is slow, call quality will be impacted
• Headsets: Good quality headsets make a large difference. While this is true no matter what transport technology you use, you want to test the interaction between the headset, Windows (or whatever OS), and the PureCloud app
• Test the entire flow from ringing to hanging up. We had trouble with chat notifications interrupting the call on the headset, ringing only in the headset, or only in the speakers, etc.

Overall, our agents are working well with WebRTC now.

------------------------------
Sven Schiller
Kognitiv