Enabling WebRTC multi-tab experience

The Web Real-Time Communication (WebRTC) multi-tab experience allows agents to use the CTI connector across multiple browser tabs without the risk of calls disconnecting if the page is refreshed. It also helps bypass Chrome’s autoplay restrictions by moving call controls to a separate window, ensuring that media, such as the engagement ringtone, plays without being blocked. This article explains how to enable WebRTC multi-tab experience for a seamless calling experience and uninterrupted audio alerts.

Requirements for enabling WebRTC multi-tab experience

Account owner or admin privileges
Zoom Contact Center license

How to enable WebRTC multi-tab experience

Before enabling WebRTC, ensure that your Zoom Contact Center is properly set up and up-to-date by following these steps:

Verify your Zoom Contact Center is on V3:
- V3 includes enhanced functionality and UI features, which will be available to all clients starting in February.
Download and install the Zoom Contact Center CTI Extension:
- To interact with the system, you'll need the Zoom Contact Center CTI Chrome Extension. Install it from the Chrome Web Store.
Enable WebRTC for your agents:
- You can enable WebRTC in two ways:
  - Contact Zoom Support to request WebRTC enablement for your organization.
  - Agents can manually enable WebRTC through the Settings page in the CTI interface.
Log out and log back in:
- After enabling WebRTC, agents must log out and then log back into the CTI connector for the changes to take effect.
Ensure the WebRTC window remains open:
- Once WebRTC is enabled, a new window will appear containing all active call connections. This window must remain open to avoid call disruptions.
  - When the window opens, click the Start button to ensure the media index score has been met.
    Important: If the window is closed, the CTI will attempt to reopen it. Agents must click the Start button again.
  - If this window is closed during a voice engagement, the engagement will automatically end, and the CTI will display the post-engagement wrap-up screen.

Now that everything is enabled, the browser will allow incoming engagement audio to play smoothly, without being blocked by Chrome’s autoplay restrictions.