Overview

Last Updated : Aug 24, 2021 |

Avaya Workspaces for Avaya Experience Platform® On-Prem supports WebRTC Connect enabled agents, allowing the agents to handle interactions using their browser, without physical phone or a softphone. Agents can handle voice interactions initiated from the customer web portal, smartphone application, or a PSTN device and video interactions initiated from the customer web portal or a smartphone application.

For WebRTC enabled Voice and Video communication, with Avaya Aura Elite platform, the following components must be installed and configured during deployment:

  • Avaya Aura® Device Services (AADS)

  • Avaya Aura® Web Gateway (AAWG)

  • Avaya Aura® Media Server (AAMS)

  • Avaya Session Border Controller (ASBCE)

  • Avaya Control Manager (ACM)

Remote Worker

Avaya Workspaces for Avaya Experience Platform® On-Prem supports the remote worker functionality for WebRTC Connect enabled agents. With this functionality, remote agents or supervisors who are physically not located in the contact center infrastructure can access Avaya Workspaces for Avaya Experience Platform® On-Prem applications and perform their tasks.