Enable Single Session WebRTC
To ensure seamless call connectivity and stable audio during your shift, your contact center utilizes the Single Session WebRTC Mode.
Because your Exotel Agent toolbar is embedded within your CRM, your web browser requires you to take a few brief steps to allow audio (like your incoming ringtone) to play correctly. Follow the steps below to successfully log in and connect your audio.
📝 Prerequisites
Before starting your shift, ensure that your web browser allows pop-ups for your CRM URL. If pop-ups are blocked, the essential WebRTC connection window will not appear.
Step-by-Step Login Workflow
Step 1: Perform a Fresh Login
If your admin has requested for this feature to be enabled, completely log out of your current session and log back in.
Step 2: Watch for the WebRTC Pop-up
Immediately after logging in and selecting the campaign( if not auto-selected), a small, separate window will automatically pop up on your screen. This window is dedicated entirely to managing your live audio connection.
Step 3: Wait for the Green Signal
When the window first opens, you may see a red dot indicating WebRTC OFF. Wait a brief moment until the indicator turns to a green dot stating WebRTC ON.
Step 4: Click "Engage Media"
Once the indicator is green, click the Engage Media button exactly once.
- Why do I need to do this? Modern web browsers block audio from playing automatically. Clicking this button grants the browser permission to play your call ringtones.
- Confirmation: You will hear a short "beep" confirming that your audio is successfully connected.
Step 5: Minimize the Window
Once you hear the beep, simply minimize the pop-up window and proceed to handle your calls in your main CRM tab.
⚠️ Important Connection Rules
To prevent dropped calls or audio issues, please strictly adhere to the following guidelines:
- Do NOT close the pop-up window: This window must remain open in the background for the entire duration of your shift. If you accidentally close it, your media connection will drop, and you will need to refresh your main CRM page to trigger the pop-up again.
- Only click once: You only need to click the "Engage Media" button one time after the indicator turns green.
- Keep it minimized: You do not need to actively look at this window. Once activated, minimize it to keep your workspace clear.
Troubleshooting
Issue | Solution |
|---|---|
The pop-up window never appeared. | Check your browser's URL bar for a "Pop-up blocked" icon. Click it, select "Always allow pop-ups from this site," and refresh your page. |
I don't hear a beep when I click Engage Media. | Ensure the indicator says "WebRTC ON" (Green) before clicking. Check your computer's system volume and ensure your headset is properly plugged in and selected as the primary output device. |
I accidentally closed the window. | Immediately refresh your main CRM tab. The pop-up will reappear, and you will need to click "Engage Media" again. |