WebRTC Solution Overview

QMS can record agent’s WebRTC based calls in an Enghouse Interactive Contact Center installation using the WebRTC via Freeswitch PBX type or the Microsoft Teams via WebRTC PBX type. Both integrations have QMS collecting call control information via the Freeswitch Event Socket Library (ESL), including the start and end of calls to be recorded as well as the party metadata for each recorded call. Freeswitch provides the audio for a recorded call via the mod_audio_fork module with QMS requesting the audio fork and hosting the web socket endpoint where the real-time audio is delivered for aggregation by QMS. Either of the two PBX types require configuration as outlined in WebRTC QMS Configuration. QMS user definitions are treated differently between the two, with users in a WebRTC via Freeswitch PBX requiring a numeric extension and users in a Microsoft Teams via WebRTC PBX requiring an alphanumeric extension and a Sip Uri.

Solution diagram for a WebRTC via FreeSwitch on CC integration.