UCM6300 Series WebRTC Trunk - Guide

OVERVIEW

WebRTC (Web Real-Time Communications) is a technology that allows establishing calls from a web browser. It is supported by all the major web browsers like Mozilla Firefox, Chrome and other Chromium based web browsers. WebRTC supports peer-to-peer infrastructure which makes it a very flexible technology to deploy and expand.

The UCM6300 series offers creating a WebRTC trunk. After the creation, an html code of the call button is generated, and the user can embed the code into the website/web application from which calls will be initiated. Once the call reaches the UCM, it will be forwarded according to the destination set in the inbound route. E.g., the destination can be set to a call queue, if you wish to use this feature for pre-sale and after-sale customer service.

Important

Please note that this feature is offered only when a UCM RemoteConnect plan is purchased. For more information please refer to https://ucmrc.gdms.cloud/plans

WEBRTC TRUNK CONFIGURATION

First, create a WebRTC trunk, and to do that please access the web GUI of the UCM and then navigate to Extension/Trunk → WebRTC Trunks then click on “Add”.

Disable This Trunk	Enable this option to create the trunk but to keep it disabled.
Auto Record	When enabled, all the calls coming into the trunk will be recorded.
Monitor Concurrent Calls	If enabled, the number of concurrent calls on this trunk will be monitored. If the “Trunk Concurrent Calls” system alert is enabled, alert notifications will be generated if the number of concurrent calls exceeds this trunk’s configured concurrent call thresholds.
Incoming Concurrent Call Threshold	Threshold of all incoming concurrent calls passing through this trunk.
WebRTC Inbound Link Address	This link can be embedded onto a web page. Clicking the link will connect to a pre-configured WebRTC trunk destination. You can also enter this link in the browser address bar to directly access and test WebRTC calls.

After the creation of the WebRTC trunk, it will be displayed as follows.

INBOUND ROUTE CONFIGURATION

Now that the WebRTC Trunk is created, let’s configure an inbound route for the trunk so we can route all our calls to a specific destination of our choice.

To create an inbound route, please access the web GUI of the UCM and navigate to Extension/Trunk → Inbound Routes then click on “Add”.

On “Trunks” select the WebRTC trunk that has been created, then specify a name for the Inbound Route.
Scroll down to “Default Destination” and select the default destination to which the inbound calls will be forwarded.

For more information about other option in “Inbound Route” please refer to the table below

Trunks	Select the trunk to configure the inbound rule.
Inbound Route Name	Configure the name of the Inbound Route. For example, “Local”, “LongDistance” etc.
Pattern	All patterns are prefixed with the “_”. Special characters: X: Any Digit from 0-9. Z: Any Digit from 1-9. N: Any Digit from 2-9. “.“: Wildcard. Match one or more characters. “!“: Wildcard. Match zero or more characters immediately. Example: [12345-9] – Any digit from 1 to 9. Notes: Multiple patterns can be used. Each pattern should be entered in a new line. Example: _X. _ NNXXNXXXXX /* 10-digit long distance */
Disable This Route	After creating the inbound route, users can choose to enable and disable it. If the route is disabled, it will not take effect anymore. However, the route settings will remain in UCM. Users can enable it again when it is needed.
CID Source	Configures the source of the CID to match with the configured CallerID Pattern. None: CID is not obtained from any source. Only applicable if no CallerID Pattern is configured. DiversionID: CID is obtained from the Diversion header. Only applicable to SIP trunks. CallerID: If the call is from a SIP trunk, the CID is obtained from the From header. Otherwise, the CID will be obtained from other related signaling.
Seamless Transfer Whitelist	Allows the selected extension to use this function. If an extension is busy, and a mobile phone is bound to that extension, the mobile phone can pick up calls to that extension.
Ringback tone	Choose the custom ringback tone to play when the caller reaches the route.
Auto Record	If enabled, calls using this route will automatically be recorded.
Block Collect Call	If enabled, collect calls will be blocked. Note: Collect calls are indicated by the header “P-Asserted-Service-Info: service-code=Backward Collect Call, P-Asserted-Service-Info: service-code=Collect Call”.
Alert-Info	Configure the Alert-Info, when UCM receives an INVITE request, the Alert-Info header field specifies an alternative ring tone to the UAS.
Fax Detection	If enabled, fax signals from the trunk during a call will be detected.
Fax Destination	Configures the destination of faxes. Extension: send the fax to the designated FXS/SIP extension (fax machine) or a FAX extension. Fax to Email: send the fax as an email attachment to the designated extension’s email address. If the selected extension does not have an associated email address, it will be sent to the default email address configured in the Call Features->Fax/T.38->Fax Settings page. Note: please make sure the sending email address is correctly configured in System Settings->Email Settings.
Auto Answer	If enabled, the UCM will automatically answer calls and receive faxes through the inbound route. If disabled, the UCM will not receive a fax until after the call has been answered. Enabling this option will slow down the answering of non-fax calls on the inbound route. The alert tone heard during the detection period can be customized.
Block Collect Calls	If enabled, collect calls will be blocked. Note: Collect calls are indicated by the header "P-Asserted-Service-Info: service-code=Backward Collect Call, P-Asserted-Service-Info: service-code=Collect Call". Note: This is affected by Block Set Calls on the SIP Settings -> General Settings page.
Prepend Trunk Name	If enabled, the trunk name will be added to the caller id name as the displayed caller id name.
Set Caller ID Info	Manipulates Caller ID (CID) name and/or number within the call flow to help identify who is calling. When enabled two fields will show allowing to manipulate the CalleID Number and the Caller ID Name.
CallerID Number	Configure the pattern-matching format to manipulate the numbers of incoming callers or to set a fixed CallerID number for calls that go through this inbound route. ${CALLERID(num)}: Default value which indicates the number of an incoming caller (CID). The CID will not be modified. ${CALLERID(num):n}: Skips the first n characters of a CID number, where n is a number. ${CALLERID(num):-n}: Takes the last n characters of a CID number, where n is a number. ${CALLERID(num):s:n}: Takes n characters of a CID number starting from s+1, where n is a number and s is a character position (e.g. ${CALLERID(num):2:7} takes 7 characters after the second character of a CID number). n${CALLERID(num)}: Prepends n to a CID number, where n is a number.
CallerID Name	The default string is ${CALLERID(name)}，which means the name of an incoming caller, it is a pattern-matching syntax format. A${CALLERID(name)}B means Prepend a character ‘A’ and suffix a character ‘B’ to ${CALLERID(name)}. Not using pattern-matching syntax means setting a fixed name to the incoming caller.
Enable Route-Level Inbound Mode	Gives uses the ability to configure inbound mode per individual route. When enabled two fields will show allowing to set the Inbound mode and the Inbound mode Suffix. Note: Global inbound mode must be enabled before users can configure route-level inbound mode.
Inbound Mode	Choose the inbound mode for this route. Note: Toggling the global inbound mode will not affect routes that have Route-level Inbound Mode enabled. If all routes have the option enabled, toggling the global inbound mode via BLF will trigger a voice prompt indicating that none of the routes will be affected by the global inbound mode change.
Inbound Mode Suffix	Dial “Global Inbound Mode feature code + Inbound Mode Suffix” or a route’s assigned suffix to toggle the route’s inbound mode. The BLF subscribed to the inbound mode suffix can monitor the current inbound mode.
Inbound Multiple Mode	Multiple mode allows users to switch between destinations of the inbound rule by feature codes. Configure related feature codes as described in [Inbound Route: Multiple Mode]. If this option is enabled, the user can use feature code to switch between different modes/destinations.
CallerID Name Lookup	If enabled, the callerID will be resolved to a name through local LDAP. Note, if a matched name is found, the original callerID name will be replaced. The name lookup is performed before other callerID or callerID name modifiers (e.g., Inbound Route's Set CallerID Info or Prepend Trunk Name). Note: Name lookup may impact system performance.
Dial Trunk	This option shows up only when “By DID” is selected. If enabled, the external users dialing into the trunk via this inbound route can dial outbound calls using the UCM’s trunk.
Privilege Level	This option shows up only when “By DID” is selected. Disable: Only the selected Extensions or Extension Groups are allowed to use this rule when enabled Filter on Source Caller ID. Internal: The lowest level required. All users are allowed to use this rule, checking this level might be risky for security purposes. Local: Users with Local level, National or International level are allowed to use this rule. National: Users with National or International Level are allowed to use this rule. International: The highest level required. Only users with an international level are allowed to use this rule.
Allowed DID Destination	This option shows up only when “By DID” is selected. This controls the destination that can be reached by the external caller via the inbound route. The DID destination is: Extension Conference Call Queue Ring Group Paging/Intercom Groups IVR Voicemail Groups Dial By Name All
Default Destination	Select the default destination for the inbound call. Extension Voicemail Conference Room Call Queue Ring Group Paging/Intercom Voicemail Group DISA IVR External Number By DID When “By DID” is used, the UCM will look for the destination based on the number dialed, which could be local extensions, conference, call queue, ring group, paging/intercom group, IVR, and voicemail groups as configured in “DID destination”. If the dialed number matches the DID pattern, the call will be allowed to go through. Dial By Name Callback
Strip	Specify the digits to be prepended before the call is placed via the trunk. Those digits will be prepended after the dialing number is stripped.
Prepend	Specify the digits to be prepended before the call is placed via the trunk. Those digits will be prepended after the dialing number is stripped.
Time Condition
Start Time	Select the start time “hour:minute” for the trunk to use the inbound rule.
End Time	Select the end time “hour:minute” for the trunk to use the inbound rule.
Date	Select “By Week” or “By Day” and specify the date for the trunk to use the inbound rule.
Week	Select the day in the week to use the inbound rule.
Destination	Select the destination for the inbound call under the defined time condition. Extension Voicemail Conference Room Call Queue Ring Group Paging/Intercom Voicemail Group DISA IVR By DID When “By DID” is used, the UCM will look for the destination based on the number dialed, which could be local extensions, conference, call queue, ring group, paging/intercom group, IVR, and voicemail groups as configured in “DID destination”. If the dialed number matches the DID pattern, the call will be allowed to go through. Configure the number of digits to be stripped in the “Strip” option. Dial By Name External Number Callback

Now that the WebRTC and the inbound route are configured, calls can be initiated using the embedded call button.

First, access the UCM6300 web UI and navigate to Extension/Trunk → WebRTC Trunks and copy the Inbound Link.

Paste the link in your web browser, then click the calling button.

Since we set the default destination to “Call Queue” in the inbound route rule, the call will be router to one of the agents in the call queue, and the call will be displayed on Wave as follows.