Configure the PureCloud WebRTC phone


Prerequisites

  • Telephony Admin role

Configuring a PureCloud WebRTC phone, is a two-step operation. First you create and configure the base settings. Second, you create and configure the phone. 

If the base settings for the PureCloud WebRTC phone have already been configured, all you have to do is create and configure the phone.

Notes:
  • When configuring a PureCloud WebRTC phone for use under PureCloud Voice, keep in mind that the PureCloud Voice configuration includes enabling the external trunk by default. So, all you need to do is create the base settings and phone settings for your PureCloud WebRTC phones.
  • QoS for WebRTC phones is only available in the PureCloud Desktop Application. For more information, contact PureCloud Customer Care.


Create the base settings

The base settings configuration contains a group of settings that defines how the PureCloud WebRTC phone is to operate in PureCloud. Once you create a base settings configuration, you can save it with the default settings or you can customize the settings.

To create the base settings:

  1. Click Admin.
  2. Under Telephony, click Phone Management.
  3. Click the Base Settings tab.
  4. Click Create New and the Base Phone tab appears. WebRTC_Base_Settings
  5. Type a name in the Base Settings Name field.
  6. From the Phone Make and Model list, select PureCloud WebRTC Phone.
  7. Perform one of the following:
    • To use the default base settings, click Save Base Settings and proceed to the Create the phone section of this article.
    • To customize the base settings, proceed to the Customize the base settings section of this article.

Customize the base settings

In the Phone Configuration section of the Base Phone tab, there are four expandable sections: General, Media, Network, and Custom that will allow you to change the base settings for the PureCloud WebRTC phone. Each expandable section contains controls that you can use to customize the base settings for the phone

To customize the base settings:

  1. Select the appropriate settings from each expandable section.

Setting Description

Persistent Connection Settings

This feature requires Edge and Media Tier version 1.0.0.6662 or later.

When the persistent connection feature is disabled, PureCloud must create a connection for every call.

When you enable the persistent connection feature and set a timeout value, you improve PureCloud’s ability to process subsequent calls. More specifically, calls that come in while the connection is still active are immediately alerted via the UI or are auto answered if the Auto Answer feature is configured for the user.

Note: It is a best practice to enable the persistent connection feature for WebRTC phones outside of normal business hours to ensure proper configuration. If you enable the persistent connection feature for WebRTC phones, either in the base settings or on individual phones, after the agents using those phones have already logged in to PureCloud, their phones will not receive the persistent connection feature – unless they log out and then log back in.

For more information, see Use the persistent connection feature with a PureCloud WebRTC phone.

Enable Persistent Connection

Disabled (Default): Do not use persistent connection feature.

Enabled: Turn on persistent connection feature.

Persistent Connection Timeout

Sets the amount of time, in seconds, that the open connection can remain idle before being automatically closed.

The default timeout setting is 600 seconds, which is 10 minutes.

Setting Description
DSCP

Use the drop-down to choose the Differentiated Services Code Point (DSCP) value of Quality of Service (QoS) for RTP packets.

The system places this value in the upper 6 bits of the TOS (Type Of Service) field. The TOS field is in the IP header of every RTP packet. The range of values available is 00 (0,000000) through 3F (63, 111111). 

Preferred Codec List

Use the controls in this section to Opus codec.

Note: WebRTC will only work with the Opus codec.

Setting Description
Signaling
DSCP

Use the drop-down to choose the Differentiated Services Code Point (DSCP) value of Quality of Service (QoS) for SIP packets.

The system places this value in the upper 6 bits of the TOS (Type Of Service) field. The TOS field is in the IP header of every SIP packet. The range of values available is 00 (0,000000) through 3F (63, 111111). 

The Custom option is designed to allow PureCloud Customer Care personnel to alter a phone configuration for troubleshooting or special circumstances. You should only enter custom property settings as directed by PureCloud Customer Care.
Setting Description
Property Name The name to assign to the custom property.
Data Type  The data type for the custom property.
Value The value to assign the custom property.

  1. Click Save Base Settings.
  2. Proceed to the Create the phone section of this article.

Create the phone

Once you have created, configured, and saved the base settings for the PureCloud WebRTC phone, you can create the phone and assign it to a user.

To create the phone:

  1. Select the Phones tab.
  2. Click Create New.
  3. The Phone tab appears.
  4. In the Phone Name field, type a name.
  5. From the Base Settings list, select the base setting configuration you created for your PureCloud WebRTC phone.
  6. From the Site list, select your site.
  7. From the Person list, select the name of the person to whom you want to assign this PureCloud WebRTC phone.
  8. Perform one of the following:
    • To use the default phone settings, click Save Phone.
    • To customize the phone settings, proceed to the Customize the phone section of this article.

      WebRTC_Phone_Setting


Customize the phone

In the Phone Configuration section of the Phone tab, there are four expandable sections: General, Media, Network, and Custom. Each expandable section contains controls that you can use to customize the settings for the PureCloud WebRTC phone. These settings are inherited from the base settings. However, you can customize a particular phone by altering any of the settings that it inherited from the base settings configuration-without effecting the original base settings configuration. See Inherited settings.

To customize the phone:

  1. Select the appropriate settings from each expandable section.

Setting Description

Persistent Connection Settings

This feature requires Edge and Media Tier version 1.0.0.6662 or later.

When the persistent connection feature is disabled, PureCloud must create a connection for every call.

When you enable the persistent connection feature and set a timeout value, you improve PureCloud’s ability to process subsequent calls. More specifically, calls that come in while the connection is still active are immediately alerted via the UI or are auto answered if the Auto Answer feature is configured for the user.

Note: It is a best practice to enable the persistent connection feature for WebRTC phones outside of normal business hours to ensure proper configuration. If you enable the persistent connection feature for WebRTC phones, either in the base settings or on individual phones, after the agents using those phones have already logged in to PureCloud, their phones will not receive the persistent connection feature – unless they log out and then log back in.

For more information, see Use the persistent connection feature with a PureCloud WebRTC phone.

Enable Persistent Connection

Disabled (Default): Do not use persistent connection feature.

Enabled: Turn on persistent connection feature.

Persistent Connection Timeout

Sets the amount of time, in seconds, that the open connection can remain idle before being automatically closed.

The default timeout setting is 600 seconds, which is 10 minutes.

Setting Description
DSCP

Use the drop-down to choose the Differentiated Services Code Point (DSCP) value of Quality of Service (QoS) for RTP packets.

The system places this value in the upper 6 bits of the TOS (Type Of Service) field. The TOS field is in the IP header of every RTP packet. The range of values available is 00 (0,000000) through 3F (63, 111111). 

Preferred Codec List

Use the drop-down to select and build a list of preferred media codecs in mime format.

Note: Genesys recommends using the Opus or G.722 codec with the PureCloud WebRTC phone.

Setting Description
Signaling
DSCP

Use the drop-down to choose the Differentiated Services Code Point (DSCP) value of Quality of Service (QoS) for SIP packets.

The system places this value in the upper 6 bits of the TOS (Type Of Service) field. The TOS field is in the IP header of every SIP packet. The range of values available is 00 (0,000000) through 3F (63, 111111). 

The Custom option is designed to allow PureCloud Customer Care personnel to alter a phone configuration for troubleshooting or special circumstances. You should only enter custom property settings as directed by PureCloud Customer Care.

Setting Description
Property Name The name to assign to the custom property.
Data Type  The data type for the custom property.
Value The value to assign the custom property.

  1. Click Save Phone.