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Integrate New Salesforce Connector with WebRTC

Please use the following credentials to complete the tasks:
Control Hub https://admin.webex.com
Salesforce https://login.salesforce.com/

Note

Legacy (Version-1) Salesforce connector does not need any additional steps to use WebRTC.

Task Objectives

  • Login with WebRTC on New Salesforce Connector (Version-2).
  • Troubleshoot and configure the steps needed to enable WebRTC login

1. Using WebRTC Option

Attention

Please use the Firefox browser to access, configure, and test within the Salesforce portal.

  • Navigate to Agent Desktop and select the Avatar on the top right

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  • Navigate to 'Profile Settings > Desktop > Save' (or type Call Centers in the search bar above the left-hand menu).

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  • Once the Save button is hit, the error message pops up "WebRTC domain is not configured"

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2. Steps to Correct and Enable WebRTC Login

  • In order to mitigate this issue, in Salesforce, navigate to 'Setup' by clicking the gear icon in the top-right corner and selecting 'Setup'.

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  • On the Salesforce portal, navigate to 'Feature Settings > Service > Call Center > Call Centers' (or type Call Centers in the search bar above the left-hand menu).

  • Click 'Edit' on the the call center definition file WxCC Call Center

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  • Enter 'rtw.prod-us1.rtmsprod.net' in the 'WxCC WebRTC Domain'

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Note

The region defined here should match your Webex Contact Center region. Please refer to the Call Center configuration customizations section for the list of the domains for other regions

  • Click 'Save'.

  • Logout and log back in to salesforce.

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3. Testing

Attention

Please use the Firefox browser to access, configure, and test within the Salesforce portal.

  • Open the Webex Contact Center phone widget (bottom left) and login to Webex Contact Center Agent Desktop using the selected Webex Contact Center user credentials (e.g., labuserID@wx1.wbx.ai):
  • Enable the microphone option as show below if prompted.

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  • Navigate to Agent Desktop and select the Avatar on the top right

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  • Notice the agent is now setup with WebRTC

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  • Congratulations! You have complete the task.