WebRTC WildIX Integration

Technology Limitations

• If you register with an extension, this allows for 8 to 10 simultaneous calls, depending upon the license type
• For some customers, this is fine, but it can limit the size of the Contact Center volumes this integration would be compatible with

Technology Workarounds

• Within WildIX, we can register as a SIP trunk the same way you register a SIP extension
  • Here is what it looks like within WilidIX:
    
    
    
    
    
    
    
    • Advanced Tab:
      
      
      
      
      
      
      
  • As an example of the successful registration on a site in the UK:
    
    
    
    
    
    
    
    
    
    
    
    
  • To allow outbound calls on a trunk you will need to set up a dial plan to be successful in the calls leaving the system
    • NOTE: This applies to both WebRTC outbound calls and Queue Call Backs but once set up, this isn’t a problem
      
      

SIP Header Routing

• A big benefit of trunk registration is that you can do pretty much whatever you want to the inbound and outbound traffic
• WildIX allows us to add arbitrary SIP Headers, so as an example, I’m able to route directly to the Sale or Support skills by adding a custom header, X-XIMA-SKILL
  • Here is a Wildix dial plan entry for this:
    
    
    
    
    
    
    
  • Here is what it looks like on the CCaaS side:
    
    
    
    
    
    
    
  • Outbound Dialplan Example:
    
    
    
    
    
    
    
    • NOTE: Any number starting with a + or longer than 2 digits will be dialed as if it is a user dialing it
      
      
  • Inbound DialPlan Example:
    
    
    
    
    
    
    
    • This will call the Xima trunk and forward the called number in the To header (blurred out above for privacy)
    • It’s also adding a custom header, X-XIMA-SKILL and setting the value to “sales”
    • We could add many customer headers here and also manipulate the To header very easily