WebRTC Video Call Using Expertflow Platform & Its Integration with Cisco Contact Center & any Recording System

[hashmat.ullah]

@ismail.khawaja@expertflow.com Can we discuss and respond to below queries from one of our customer related to WebRTC:

1. How to organize a videocall via WebRTC, using Expertflow platform
2. How to integrate with CCX functionality of call via WebRTC
3. How to record this videocall with Voice and Video recording system – in this specific case – Zoom CallREC and Zoom ScreenCapture.

[muhammad.ismail]

@hashmat.ullah

c

@hashmat.ullah

How to organize a videocall via WebRTC, using Expertflow platform

We will integrate a web-widget in the website where a customer can come in and click on the call button which will initiate a WebRTC call with the agent. This can be a video or an audio call.

@hashmat.ullah

How to integrate with CCX functionality of call via WebRTC

We can have the Webrtc call converted into a SIP call and send it to the UCCX through cube. The UCCX will then be responsible for call routing to an agent.

[muhammad.ismail]

@hashmat.ullah

How to record this videocall with Voice and Video recording system – in this specific case – Zoom CallREC and Zoom ScreenCapture.

In the scenario where the call is coming from WebRTC to UCCX, it would be a simple SIP call landing on the agent phone. Recording on the Cisco phones is beyond our scope in this regard. Generally Zoom should be able to record a call coming in to an agent extension.