WebRTC: Why You Should Care and How Avaya Can Help You. Joel Ezell Lead Architect, Collaboration Environment R&D
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1 WebRTC: Why You Should Care and How Can Help You Joel Ezell Lead Architect, Collaboration Environment R&D
2 What is WebRTC? A set of standards being defined by the IETF (protocols) and the W3C (JavaScript API) Standard protocols defined at the media plane No standard defined for signaling plane The vision: ubiquitous, standard support of real time audio, video and data between all browsers without plugins / downloads Particular attention paid to: NAT / Firewall Traversal Internet-friendly codecs Privacy, Inc. 2014, All Rights Reserved. 2
3 Why You Should Care About WebRTC Integrated Communications, Inc. 2014, All Rights Reserved. 3
4 Different Ways that WebRTC Can Be Used in the Enterprise On-Ramp at the core Browser with WebRTC is used to originate calls into the core The focus of this presentation Built-In Multimedia conference bridge has native WebRTC capabilities No need to transition to before entering the bridge Off-Ramp at the core Browser with WebRTC acts as thin UC or agent client, Inc. 2014, All Rights Reserved. 4
5 Use Case Refrigerator Customer Support Journey (Google YouTube Aura Collaboration Environment: Enhanced Business Applications ) - Proprietary. Use pursuant to your signed agreement or policy. 5
6 Current Customer Journey 1 Enter information on website 2 Find customer support number and dial it 3 Navigate IVR maze 4 Play 20 questions to establish identity 5 Tell the agent what you entered on website 6 Get transferred to somebody that can help you, Inc. 2014, All Rights Reserved. 6
7 Customer Journey Enabled with WebRTC 1 Enter information on website 2 Click to Call 3 Expert agent greets you by name and knows exactly why you are calling. 2 Find customer support number and dial it 3 Navigate IVR maze 4 Play 20 questions to establish identity 5 Tell the agent what you entered on website 6 Get transferred to an expert, Inc. 2014, All Rights Reserved. 7
8 The Key Enabler of Enhanced Customer Journey: WebRTC with Context Hello Susan, my name is Gary. Let me see how I can help you with the fluctuating temperatures on you Coolomatic Support Website Agent Selection Agent Desktop Context, Inc. 2014, All Rights Reserved. 8
9 How to Implement this Use Case? Enter Collaboration Environment - Proprietary. Use pursuant to your signed agreement or policy. 9
10 How Do I Leverage WebRTC in My Web Application? WebRTC APIs make it (somewhat) easy to make 2 browsers pointed at the same website talk to each other In a contact center, this simple functionality isn t sufficient. STUN Collaboration Environment makes it easy to embed real time communications into any web experience, Inc. 2014, All Rights Reserved. 10
11 Collaboration Environment Bridges HTTP and HTTP Collaboration Environment STUN Support Website Agent Selection Agent Desktop Context (UUI), Inc. 2014, All Rights Reserved. 11
12 WebRTC Snap-in Architecture = Customer Developed / Provided DMZ Customer Facing Web Application = Developed = Either Customer Provided or Developed HTML 5 WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API HTTP Reverse Proxy ASBCE STUN/ TURN HTTP Signaling Collaboration Environment WebRTC Snap-In WebRTC Media Server Aura, Inc. 2014, All Rights Reserved. 12
13 Collaboration Environment = Customer Developed / Provided DMZ Collaboration Environment is a highly available, highly scalable HTML 5 platform for deployment of diverse Snap-Ins developed by, Business Partners and Customers. WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API HTTP Reverse Proxy Includes call control, J2EE HTTP, and SMS ASBCE capabilities. STUN/ TURN Customer Facing Web Application HTTP Signaling = Developed Collaboration Environment WebRTC Snap-In = Either Customer Provided or Developed WebRTC Media Server Aura, Inc. 2014, All Rights Reserved. 13
14 WebRTC Snap-in = Customer Developed / Provided DMZ Customer Facing Web Application = Developed = Either Customer Provided or Developed HTML 5 WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API Translates HTTP signaling to signaling, HTTP enforces Reverse authorization, Proxy engages AMS to translate WebRTC media to media ASBCE STUN/ TURN HTTP Signaling Collaboration Environment WebRTC Snap-In WebRTC Media Server Aura, Inc. 2014, All Rights Reserved. 14
15 WebRTC JavaScript Library (JSL) WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API DMZ HTML 5 Customer Facing Web Application Downloaded from WebRTC Collaboration Snap-in and invoked by Web HTTP Environment Application JavaScript. Reverse Proxy Interfaces HTTP to standard Signaling WebRTC WebRTC browser JavaScript interface and Snap-In ASBCE signals with WebRTC Snap-In using HTTP. STUN/ TURN = Customer Developed / Provided = Developed = Either Customer Provided or Developed WebRTC Media Server Aura, Inc. 2014, All Rights Reserved. 15
16 Media Server (AMS) = Customer Developed / Provided DMZ Customer Facing Web Application = Developed = Either Customer Provided or Developed HTML 5 WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API HTTP Reverse Proxy ASBCE HTTP Signaling Terminates STUN/ ICE, STUN, TURN TURN, DTLS. Translates WebRTC media stream to media stream. WebRTC Collaboration Environment WebRTC Snap-In Media Server Aura, Inc. 2014, All Rights Reserved. 16
17 SBC for Enterprise = Customer Developed / Provided DMZ Customer Facing Web Application = Developed = Either Customer Provided or Developed HTML 5 WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API HTTP Reverse Proxy ASBCE STUN/ TURN HTTP Signaling WebRTC Collaboration Environment WebRTC Snap-In Secure edge component for WebRTC. Includes STUN and TURN server as well as optional HTTP Reverse Proxy Media Server Aura, Inc. 2014, All Rights Reserved. 17
18 WebRTC Trust / Security Model Something Different than We ve Ever Seen Before - Proprietary. Use pursuant to your signed agreement or policy. 18
19 Generation / Validation of Authorization Token WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API DMZ HTTP Reverse Proxy ASBCE STUN/ TURN HTML 5 Customer Facing Web Application HTTP Signaling = Customer Developed / Provided Web Application provides Authorization = Developed Token to Snap-In telling it that any given call is valid. = Either Customer Provided Optionally or asserts Developed caller identity. Snap-in validates Authorization Collaboration Token Environment WebRTC Snap-In WebRTC Media Server Aura, Inc. 2014, All Rights Reserved. 19
20 Generation / Propagation of Browser ICE Candidates WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API DMZ HTTP Reverse Proxy ASBCE STUN/ TURN HTML 5 Customer Facing Web Application HTTP Signaling = Customer Developed / Provided Browser generates IP address / = Developed port pairs (ICE Candidates). Sends to Snap-In in SDP Offer. = Either Customer Provided or Developed Snap-in relays SDP Offer (including Collaboration ICE Candidates) to AMS. Environment WebRTC Snap-In WebRTC Media Server Aura, Inc. 2014, All Rights Reserved. 20
21 Sending of Browser Address to TURN Server = Customer Developed / Provided DMZ Customer Facing Web Application = Developed WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API HTTP Reverse Proxy ASBCE STUN/ TURN HTML 5 HTTP Signaling = Either Customer Provided or Developed Media Server performs ICE negotiation with browser. Sends selected Collaboration browser IP address / port pair to Environment TURN server in SBCE for Enterprise. WebRTC TURN server Snap-In only allows incoming UDP (audio / video) packets from specified addresses. WebRTC Media Server Aura, Inc. 2014, All Rights Reserved. 21
22 Establishment of SRTP key DMZ HTML 5 Customer Facing Web Application = Customer Developed / Provided = Developed = Either Customer Provided or Developed WebApp HTML / JavaScript WebRTC JavaScript (JSL) Standard WebRTC API HTTP Reverse Proxy ASBCE STUN/ TURN HTTP Signaling Collaboration Browser Environment and Media Server establish DTLS (Datagram Transport Layer WebRTC Security) session Snap-In and establish SRTP key over this session. WebRTC Media Server Aura, Inc. 2014, All Rights Reserved. 22
23 Why did choose this model? Embrace the Web in WebRTC! Customers have already invested in a secure, scalable HTTP infrastructure. Reverse Proxies and Application Delivery Controllers protect against DoS / DDoS, enforce policies sends WebRTC signaling through existing infrastructure, embracing the customer s investment On-premises TURN server (as part of SBC for Enterprise) allows secure media relay across enterprise firewall A cloud based service may be offered in the future This would mean NO new DMZ elements for WebRTC Conspicuous in its absence: VPN, Inc. 2014, All Rights Reserved. 23
24 Peeling the Customer Journey Onion A Suite of Snap-ins Working Together - Proprietary. Use pursuant to your signed agreement or policy. 24
25 The Snap-ins Behind Enhanced Customer Journey The WebRTC snap-in make it easy to add click to call capabilities from any web application to any Aura endpoint Collaboration Designer provides graphical design environment for implementing workflows Context Store is a highly scalable, highly available in-memory data grid with a web service interface Work Assignment selects the best resource (e.g. Agent) to handle a work request (e.g. call) based on a customizable set of attributes. Real-Time Speech enables immediate detection of spoken phrases in two-party calls, Inc. 2014, All Rights Reserved. 25
26 Putting the Snap-ins Together to Create a Seamless Support Experience Web Appliance Application Support Web Site Collaboration Environment Context Store HTTP(S) Collaboration Environment WebRTC Snap-In Collaboration Designer Real Time Speech Collaboration Environment Work Assignment Internet Session Manager Agent Desktop Web Application WebRTC Media /MSML AMS 7.5** AMS 7.5** Media Server Contact Center Elite Media, Inc. 2014, All Rights Reserved. 26
27 In Conclusion WebRTC: a powerful start with a bright future - Proprietary. Use pursuant to your signed agreement or policy. 27
28 Additional Use Cases for Collaboration Environment 3.0 WebRTC Click to call from enterprise directory web page Click to call me URL in signature Click to Call Me, Inc. 2014, All Rights Reserved. 28
29 Enhancements coming in the near future Video One and two way video between browsers, mobile devices and Aura endpoints such as Communicator. Mobile Native ios and Android SDKs to incorporate real-time Audio / Video into custom mobile apps Unified Communications and Agent SDK Ability to create full-fledged browser-based UC and Agent clients No download, install, plugin or VPN required!, Inc. 2014, All Rights Reserved. 29
30 WebRTC brings a change of paradigm helps make it happen Dedicated Communication Clients Communications Integrated into Fit for Purpose Experiences, Inc. 2014, All Rights Reserved. 30
31 Sample WebRTC Enterprise Use-Cases Opportunities for both the UC and CC aspects of communications Browser UC Client Audio, Video, IM, Collaboration UC client for cloud based service Tailor User-Client to Work-duties Web Assistance Web customers voice / video / collaborate with contact center agents without a download One-Touch Video Call me from an link. Click-to-discuss from application Web Agent Desktop Thin client agent position without VPN Web Video Conferencing Browser-based video conferencing No downloads, greater usage VDI Communication Voice and video to a VDI brick. Media on brick, Virtual desktop., Inc. 2014, All Rights Reserved. 31
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