Avaya WebRTC Snap-in Webinar

Latest Release: 3.8.1 (November 2021)

WebRTC: Why You Should Care and How Avaya Can Help You

Get the inside scoop on WebRTC in the enterprise by watching this replay of the first of two webinars, organized by DevConnect and originally presented by Joel Ezell, Lead Architect, Engagement Development Platform R&D, on 10th September 2014. Below the video you will find answers to questions asked by attendees, including those that there was insufficient time to address during the webinar. A replay of the second webinar is available here.

Questions and Answers

Q: When will the Avaya WebRTC Snap-in be made generally available?

A: It already is.

Q: What is the difference between SRTP (Opus or WP8) and WebRTC plus SIP?

A: SRTP is the same. The Engagement Development Platform solution does not yet support Opus or VP8.

Q: What about the bandwidth requirements? Is codec OPUS available to be use without problems to improve it?

A: Opus is not yet supported but support for it is coming in the near future. This is an adaptive codec that can provide superior audio quality if there is sufficient bandwidth yet can operate well in low bandwidth environments as well.

Q: Which codecs do you support?

A: Only G.711 is supported. There are plans to support Opus in the near future, and VP8 video will eventually be supported in addition to H.264.

Q: What about integration with H.323 video conferencing ?

A: If an MCU supports SIP, or if the call traverses Communication Manager, then this should work. There would of course have to be an HTML5 Web site though providing the user experience.

Q: Is Websocket used? If yes, where is it terminated?

A: Currently long polling is being used, but we will likely include support for Websockets soon as well. This will be terminated in the Engagement Development Platform.

Q: Is there a hosting service for this solution to embed a WebRTC-based service through a public Website of an enterprise?

A: There is no hosted offer at this point. However, a premises-based Engagement Development Platform deployment would be able to provide WebRTC services to a public website even if that website itself was hosted.

Q: Is the Avaya Session Border Controller required? Can other SBCs support this?

A: The Avaya SBC is currently required. If another SBC had a standard TURN server implementation, Engagement Development Platform would likely be able to leverage it but this is not officially supported in our 3.0 release.

Q: Is it possible to integrate this solution outside of an Avaya Aura environment? With a different SBC for example?

A: For this release, only Avaya Aura is supported.

Q: Is desktop sharing currently included?

A: Not yet.

Q: If WebRTC clients are deployed within an enterprise how does one account for how many clients are able to be used. Sort of like an inventory.

A: Once full UC/Agent clients are supported, they will appear to the infrastructure as SIP endpoints and be counted as such. With the current 3.0 functionality, it looks like a SIP trunk.

Q: From a network standpoint can the WebRTC audio/signaling stream be added to a Class of Service in a switch similar to normal audio (H.323/SIP) traffic.

A: Once the traffic exits from Collaboration Environment, it looks like a SIP trunk and would be accounted for in CoS as such.

Q: Does the Avaya WebRTC Snap-in solution support Call Control functionality from headsets?

A: Not at this point.

Q: Does this solution include DOD detection -- automated WebRTC calls flooding a contact center?

A: Two things help here: 1) A robust reverse proxy or application delivery controller, 2) The Authorization Token that must be generated for each call.

Q: Does Avaya do transcoding using DSP or software based processing?

A: The Avaya Media Server is completely software based.

Q: Can you explain the functions of Real-time Speech Snap-in?

A: The Avaya Real-time Speech Snap-in is really very ancillary to WebRTC. It works equally well with traditional SIP calls. Its purpose is to search for specified phrases to be spoken in a two-party conversation and notify applications in real time when one of those phrases is spoken.

Q: Can you demonstrate the real demo?

A: Yes! This will be part of the second webinar, next week.

Q: Are customizable attributes same as skill groups?

A: They’re similar, but can be much finer grained. An agent can be associated with any number of attributes rather than just one skill. Something to note: like all of the other snap-ins aside from the WebRTC snap-in, Work Assignment works equally well with SIP calls as it does with WebRTC.

Q: Any limitations when WebRTC is initiated from a mobile device (WiFi)?

A: Yes, Avaya doesn’t yet support mobile apps using WebRTC. It does work fine from Chrome running on an Android device though.

Q: Aside from Aura support, will IP Office be supported?

A: IP Office will have its own WebRTC offer, separate from the Engagement Development Platform.

Q: I recently saw a demo from CafeX. How does this differ from their offering?

A: Avaya’s offer has deeper integration into Aura (e.g. the ability to send context in a way accessible to Engagement Designer, Experience Portal and AE Services applications). Avaya also has a strong authorization model with the web application acting as a gatekeeper. CafeX has a head start in some areas such as mobile and video, but Avaya will be closing that gap in the very near future.

Q: Could you tell where the Web and IVR integration is taking place? Also please mention where this WebRTC is available such as new Avaya Aura version or some other.

A: The primary goal is to avoid the IVR as much as possible. Since context will be available to an Engagement Designer or Experience Portal application, voice self-service should not be started. Instead the context should be analyzed with the caller then sent to the appropriate skill or agent based on Work Assignment attributes. This offer does require Avaya Aura 6.3, Feature Pack 4.

Q: What will be the licensing scheme for this? Per channel? Just one license?

A: There are small, medium and large license types based on Busy Hour Call Capacity (BHCC). Small is < 2000 BHCC. Medium is 2000-5000 BHCC. Large is> 5000 BHCC.

Q: How do you handle non WebRTC browsers (IE, Safari, etc.)?

A: These browsers are not yet supported.

Q: What kinds of APIs are available for third party vendors?

A: The WebRTC offer / API is generally available for third party vendors to use.

Q: Is Work Assignment Snap-in generally available?

A: Not yet, but it will be available before the end of 2014.

Q: Is there a plugin for WebRTC, like Webchat, email, social media for Avaya Aura Contact Center?

A: Not at the moment.