Call control for web calls

摘要

A system may include a contact center services system configured to receive a Web Real-Time Communication (WebRTC) call from a WebRTC caller device, and a WebRTC device configured to provide, to a customer web server, a control action application programming interface used to perform control actions for WebRTC calls in the contact center services system. The WebRTC device may be configured to receive an instruction to perform a control action for a WebRTC call from the customer web server via a WebRTC access server and forward the instruction to the contact center services system. The contact center services system may be configured to retrieve a Uniform Resource Identifier (URI) from the received instruction, identify that the WebRTC call is associated with the control action based on the retrieved URI, and execute the control action on the identified WebRTC call based on the instruction.

主权项

1. A method performed by a computer device, the method comprising:
providing, by the computer device, a control action application programming interface to a customer web server, wherein the control action application programming interface is used by the customer web server to translate commands into control actions for Web Real-Time Communication calls in a contact center services system in a private network; generating, by the computer device, a Web Real-Time Communication Uniform Resource Identifier (URI) for a Web Real-Time Communication call requested by the customer web server; receiving, by the computer device, an instruction to perform a control action from the customer web server via a Web Real-Time Communication access server, wherein the control action is associated with the Web Real-Time Communication call in the contact center services system, and wherein the instruction includes the generated Web Real-Time Communication URI; and forwarding, by the computer device, the instruction to perform the control action to the contact center services system.