[PRODUCT FEATURE] Place calls via API with WebRTC phone

Announcements
1

With the resolution of PCDWEBK-3709, it is now possible for users to use a WebRTC station and handle calls placed via the API. This new feature must be enabled by the user each time they open the PureCloud UI. For more information, see the Resource Center article Select the PureCloud web-based phone as your phone, step 5.

2

Great! Does this mean WebRTC phones can also handle calls answered by the API as well?

3

Unfortunately, answering incoming calls using a WebRTC phone via the API is not a supported use case. I'm submitting the use case to Product Management for consideration though.

4

This is the same PCDWEBK-3709 we were discussing in these other two posts, right?:

How to receive an incoming call?

and

An alerting call cannot be placed on hold

5

Yes, that is correct.

6

What's the word, any plans to eventually support answering calls via API on a WebRTC phone? If that's not part of PCDWEBK-3709 could we submit a separate enhancement request for that?

Thanks

7

I submitted an enhancement request linked to your customer account when you brought this up originally.

8

Do you know if there are any plans to persist this setting so the user doesn't have to enable it manually each time they launch PureCloud?

9

Work is underway to allow for Persistent Connections with WebRTC stations so that agents can keep their connection up and swicth from calls to call without addtional ringing.

The exposure of additional APIs to work with WebRTC will come at a later stage and is most likely not a 2017 item at this point. We have identified this feature as an item we would like to develop, but it is not prioritized and will require some other dependencies to be completed first. I know this is a vague answer, but we're likely looking at 2018.

10

Possible nice to know:

  • If a user is using PureCloud Chrome Add-on with a webRTC station then there are no issues placing a outbound call with API.
  • If a user is using browser / windows app with a webRTC station then you can't place a outbound call with API / not working correctly.
11

Thanks for the responses, but I may not have been clear in my question. I was just referring to the already existing PureCloud setting Tim described at the start of this thread.

Under the Phone Selector screen you can turn on a setting called "Placing calls with another app?" That setting works just fine and it allows us to at least make outbound calls via API with a WebRTC phone. However, the user has to enable this setting each time they launch PureCloud. I was wondering if there are any plans to make that setting "stick" so the user only has to enable it once?

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