Email: peter.dunkley@crocodilertc.

net
Twitter: @pdunkley
Taking Enterprise Telephony into the Web World
Peter Dunkley, Technical Director, Crocodile C! "td
Evolution on the web
#$$% #$$& #$$' (%%) (%##
Sir Tim Berners-Lee
creates HTML. Web
-pages are static
Microsoft and Netscape
introduce different
mechanisms for DHTML
W3C produces the
DM! specification
"oog#e uses $%a&
in "mai# 'W3C
re#eases !
st
draft in
())*+ , the da-n
of -eb-apps
WebSoc.et and
Web/TC
imp#ementations
become a0ai#ab#e
Revolution in telecoms
#*$( #'+* #'*& #$#$ #$&%s , #$$%s , (%##
WebSoc.et and
Web/TC
imp#ementations
become
a0ai#ab#e
The revolution
Before toda1 the operators 'big and sma##+ had
fu## contro# o0er rea#-time communications
because it -as hard to do and substantia#
infrastructure in0estment -as re2uired.
C#aude Chappe
in0ented the optica#
te#egraph
3irst commercia#
e#ectrica# te#egraph
created b1
Coo.e and
Wheatstone
$#e&ander
"raham
Be## patents
the te#ephone
/otar1 dia#
enters
ser0ice
3rom the !4*)s
on-ards digita#
e&changes start to
appear
!4*35 DTM3
enters ser0ice
3rom the !44)s on-ards
0oice started to be carried
on techno#ogies de0e#oped
for data net-or.s such as
$TM and 67
Demo #1: Crocodile Scrum

-pera and .oogle Chrome only /or now

Works on .oogle Chrome /or 0ndroid

1o2illa 3ire/o4 support coming soon

0nonymous ad5hoc con/erencing

1akes use o/ WebTC and Web!ockets

6oin the 7e4po8 scrum

http://www.crocodilescrum.com/
What is WebRTC?
There are a number of proprietar1 imp#ementations that
pro0ide direct interacti0e rich communication using audio8
0ideo8 co##aboration8 games8 etc. bet-een t-o peers9 -eb-
bro-sers. These are not interoperab#e8 as the1 re2uire non-
standard e&tensions or p#ugins to -or.. There is a desire to
standardi:e the basis for such communication so that
interoperab#e communication can be estab#ished bet-een
an1 compatib#e bro-sers.
eal5Time Communication in WE95
9rowsers :rtcweb; (%#+5%+5#+ charter
http://tools.ietf.org/wg/rtcweb/
The mission of the Web /ea#-Time Communications
Wor.ing "roup8 part of the ;bi2uitous Web $pp#ications
$cti0it18 is to define c#ient-side $76s to enab#e /ea#-Time
Communications in Web bro-sers.
These $76s shou#d enab#e bui#ding app#ications that can be
run inside a bro-ser8 re2uiring no e&tra do-n#oads or
p#ugins8 that a##o- communication bet-een parties using
audio8 0ideo and supp#ementar1 rea#-time communication8
-ithout ha0ing to use inter0ening ser0ers 'un#ess needed
for fire-a## tra0ersa#8 or for pro0iding intermediar1 ser0ices+.
Web eal5Time Communications
Working .roup Charter
http://www.w3.org/2011/04/webrtc-charter.html

TCWeb is the on5the5wire protocol as de/ined by the

<ET3 and may be used in many applications and
systems

Within =o<P phones

-n network ser>ers

<ncludes 1T< codecs /or audio and >ideo

WebTC is the browser 0P< as de/ined by the W+C

RTCWeb and WebRTC: not the same thing
RTCWeb
Voice Engine
..*##?-P@! Codec
AetEB /or >oice
Echo Canceller ?
Aoise eduction
Video Engine
C.(&)?=P' Codec
=ideo Ditter bu//er
<mage enhancements
Transport
!TP
1ultiple4ing
P(P
!T@A E T@A E <CE
0udio Capture?ender =ideo Capture Aetwork <?-
!ession management ? 0bstract signalling :!ession;
WebTC CEE 0P< :PeerConnection;
WebRTC !"
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Based on the diagram from http5<<---.-ebrtc.org<reference<architecture
The web
Four
browser
. . .
What does WebRTC provide?
WebRTC has a rich !"

1edia Capture and !treams

http:??www.w+.org?T?mediacapture5streams?

1edia!tream ecording

http:??www.w+.org?T?mediastream5recording?

WebTC

Data can be e4changed too

http:??www.w+.org?T?webrtc?
Available (to vari!g degrees" i! #hrome$ %irefo&$ a!d 'pera
What do these !"s let #ou do$

Capture audio and >ideo streams /rom microphone

and webcam

E4change the captured audio and >ideo with a peer in

real5time

ecord local and remote audio and >ideo streams

eliably e4change data with a peer in real5time

The DataChannel

The WebTC DataChannel uses !CTP o>er DT"!

!CTP means reliable, in5order, /rame deli>ery

DT"! means @DP packets :so the same A0T tra>ersal

mechanisms can be used /or audio, >ideo, and data; that are
encrypted

There are already peer5(5peer /ile5sharing applications

implemented using the WebTC DataChannel
WebRTC applications

WebTC is not about making phone calls in a browser

H although this is one possible use case

WebTC allows you to communicate in a conte4tual

way

0 phone call is an acti>ity o/ its own H but thatIs not

how humans communicate /ace to /ace

0 phone call is a disrupti>e :rude; demanding e>ent

WebRTC is about conte%t

Talk to someone while collaborating on a document

0 better way to access customer ser>ices

0lready authenticated

@se a web5/orm instead o/ an <=

0 truly >irtual P9J

Web5based phone and operator console

1any gaming and entertainment related applications

3P! without centralised ser>ers :DataChannel; and where you can see and hear your
opponents

-nline gambling :/or e4ample, poker; where you can see your opponents

-nline dating, a/ter dinner speaking, and so on

<tIs not necessarily about the real5time audio and >ideo, but they enhance
the e4perience
You need (some form of)
signalling to use WebRTC
The WebRTC !"s are not enough

.oogle made a contro>ersial :but >ery wise; decision

not to speci/y how the signalling should work

!ignalling is reKuired

To disco>er who to communicate with

To e4change in/ormation on what the communication should

be :audio, data, >ideo, and codecs;

E>en the simplest, proprietary, E!T/ul e4change is signalling

<nteroperability may negati>ely impact the business

case

3or e4ample:

Document collaboration H you want to keep people in your application

-nline dating H you want to keep people on your site

-nline gaming H there is no point in di//erent games interoperating

"nteroperabilit# is not alwa#s re&uired
UA UA Media
Server
S
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n
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l
l
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g
S
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g
n
a
l
l
i
n
g
The signalling triangle

These are typically ones where the point o/ the

application is communication

3or e4ample:

Con/erencing H calls in and out o/ legacy networks are reKuired

Call Centres H calls in and out o/ legacy networks are reKuired

=irtual P9J H calls in and out o/ legacy networks are reKuired

"nteroperabilit# is sometimes re&uired
The signalling trape'oid
UA UA
Server Signalling
Media
Server
S
i
g
n
a
l
l
i
n
g
S
i
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a
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l
i
n
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Using WebRTC in the Enterprise
Enterprise use cases are o(ten trape'oid use cases

There are many WebTC opportunities within the enterprise

educe cap5e4 and op5e4 by using WebTC internally

eKuires interoperability with customers connecting /rom legacy networks

<mpro>e customer e4perience by using webTC e4ternally

eKuires interoperability with legacy eKuipment you already ha>e

E>en when WebTC is used internally and e4ternally

interoperability will be needed

!ome customers cannot use WebTC and some customers will not use
WebTC

Fou will need to handle calls /rom these customers /or many years to
come
)edia servers *li+e steris+, are needed

1any e4isting enterprise scenarios will continue to e4ist in

the WebTC world

Calls will be put on hold :music on hold;

Calls will be trans/erred :music during trans/er;

E4tensions will be una>ailable?busy :announcements and

>oicemail;

Callers may be asked to con/irm or enter in/ormation :DT13

collection;

.ood Kuality con/erence calls reKuire proper media mi4ing

steris+ is a good choice

The WebTC media pro/ile :TP?!0=P3; is supported

E4isting media ser>er con/igurations can be put straight

into use with WebTC

0sterisk contains support /or !<P

This will be the signalling protocol /or many interoperable

WebTC applications

0sterisk #( pro>ides the 0sterisk E!T <nter/ace :0<;

This makes it much easier /or web :and web5ser>ice;

based applications to interact with the media ser>er
steris+ in a WebRTC application
S"! !ro%#
Web-Service
RT!.SV!/
WebRTC
Client
0<
!<P o>er TCP
!<P o>er W!!
E!T
ecord
9ridge
Play
...
E!T
WebRTC in the call centre *internal bene(its,

1inimise cap5e4

Each station can be an ine4pensi>e computer or notebook

running Dust a browser :Chrome 9ook, "inu4 PC;

1inimise op5e4

@pgrades happen seamlessly H the call centre so/tware is in

the browser :not installed on each machine;

!ome calls will come straight o// the web

1ore e//icient call /low :reducing call times;

educed spending on telephony ser>ices

WebRTC in the call centre *e%ternal bene(its,

1uch better e4perience /or WebTC ready callers

Connect /rom the web H no need to call :or pay to

call;

Enhanced <= e4perience using web5/orms to

supplement or replace some >oice prompts

9etter Kueuing e4perience tailored to the callerIs

pre/erences

9ut donIt /orget you still need to support the canIt and
wonIt use WebTC callers
Demo #0: Web Communicator

0 /ully5/eatured uni/ied communications client

1akes use o/ WebTC and Web!ockets

1ultiple Web!ocket?DataChannel connections /or multiple

protocols

1!P :/ile5trans/er;, !<P :session signalling;, and J1PP :messaging

and presence;

Ao need to create a new application /or e>ery target plat/orm

9rowsers without WebTC support can still use Web!ocket

/or /ile5trans/er, messaging, presence, and other data
1uestions$
Email: peter.dunkley@crocodilertc.net
Twitter: @pdunkley