If the media is handled by the default Amazon Connect CCP, leave this parameter un-checked (disabled)

If media is handled by a custom softphone then check this parameter.

How can I tell?

If Connect RTC JS is used and parameter allowFramedSoftphone is set to False then media is handled by a custom softphone.

What changes in Operata?

We need to know where the media is handled is so we know where to inject our scripts in order to collect stats.

On custom softphones with media handled by custom softphone ticked Operata code is injected onto the parent page.

How can I confirm?

The simplest way to check is to make a test call and ensure you can see network stats for the call.

If you don’t, then listen out for audio issues during the first 10 seconds of the call and a Failed to extract MediaRtpStats from RTCStatsReport for stream type audio_input in the Chrome Console.

What if I get it wrong?

  • Audio issues for the first 10 seconds of a call.

  • Operata will not be able to collect stats on your call.

  • You may see Failed to extract MediaRtpStats from RTCStatsReport for stream type audio_input in the Chrome Dev Console.

Typical configurations:

  • Native CCP - media handled by the default Amazon Connect CCP

  • Local Measure client - media handled by the default Amazon Connect CCP

  • Salesforce clients - media handled by the default Amazon Connect CCP

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