Primas CX User Guide
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Summary

This document guides how to configure and login to a Web RTC extension, handle an incoming call, make an outbound call.

Configure WebRTC extension

Step by step

  • Login to Primas CX Web Application by an admin account: https://your-server-url/LinkScopeWeb/ 
  • Navigate to Configuration > Screen Pop > Agent Extension
  • Edit the extension which needs to be enabled Web RTC function.
  • Make sure the Registered, Allow Remote Login, Enable WebRTC boxes are selected.
  • Click the Update button

Login Web RTC extension

Step by step

  • Login to Primas CX Web Application by an agent account: https://your-server-url/LinkScopeWeb/ (it has to be HTTPS - the secure connection for WebRTC to work)
  • Navigate to Dashboard > Agent
    • If you are logging in with a non-agent account, the navigate path will be Dashboard > Queue Info
  • Click Login button
  • Enter the required information:
    • Extension: Avaya Station
    • Agent ID: Avaya Agent Login ID
    • Remote Extension (or Cell Phone): The Asterisk Extension which mapped to the Avaya Station.
    • PAssword: Asterisk Extension Password (Default is 123456)
    • Click the Remote Login or Login button

Handle incoming call

Make sure the Softphone connection icon from the top-left corner of the agent page is green (connected). If it is red, please try to refresh the page or contact your supporter.

When an incoming call delivered to the Avaya extension, the call control will notify a new call. It may take a few seconds for Avaya to forward the call to Asterisk and send it to the WebRTC web page. This time, the call control will say "Connecting...", it means the WebRTC is waiting for the call from Asterisk. When the call delivered to WebRTC, it will display the Accept button for the agent to accept the phone call.

If you use Avaya EC-500, when accepting the phone call, the call control automatically sends the required key configured from Avaya EC-500 to accept the phone call (e.g the pound key). This key is configured from the Agent Feature page.


After accepting a phone call

Transfer

Click the Transfer button, enter an extension or queue number, click the Call button.

Make an outbound call

From the Primas Call Control, click the Call button, enter a phone number, click the Dial button

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