Configuring Nectar DXP for WebRTC

Introduction

Nectar DXP users can install the Nectar DXP WebRTC extension to capture WebRTC metrics from browser-based telephony platforms such as Genesys, Five9's and Amazon Connect and send them to Nectar DXP for troubleshooting, reporting and analytics. 

WebRTC users have to authenticate against Nectar DXP in order to send call records. This authentication is facilitated by the Nectar DXP SSO integration, which is a prerequisite for WebRTC. This document describes how to configure an existing Nectar DXP SSO configuration to work with WebRTC.

Accepted Domain Configuration

All email domains that are used by your WebRTC users have to be added to Nectar. These must be domains that are accepted by your SSO provider and are owned by your organization (ie. gmail.com is not an acceptable domain). To add to your list of accepted domains, follow these instructions:

1. Click on the ADMIN tab on the top-right. 
2. Click Domain Names in the left panel to open the Domain Names page.  
3. Click Add Domain Name. 
4. Enter the name of the new domain and click Add.

SSO Configuration

This section assumes you already have SSO configured for your environment. 

The Nectar WebRTC extension uses your existing SSO configuration for authentication. When a user signs into the WebRTC extension, the SSO provider sends a list of groups the user is a member of. This list is parsed by Nectar DXP to determine the role to assign to the user.  Select one or more groups that include all your WebRTC users and assign them to a Nectar DXP User role. Any role is acceptable, but for most customers, the Self-View role is sufficient. This gives just enough permissions to successfully authenticate to Nectar DXP without granting too many privileges. A user assigned to the Self-View role will be able to sign in with the WebRTC extension as well as the Nectar DXP web application to view their own call activity.

Assign one or more groups to WebRTC users by following the below instructions:

1. Click on the ADMIN tab on the top-right.
2. Click SSO Configuration in the left panel to open the SSO Configuration page.
3. Under User Role Mapping, pick the desired Tenant User Role (ie 'Self-View') and assign a group to the External User Role using the format required for your SSO provider.
4. Click UPDATE to save the configuration

WebRTC Extension Recommendations

By default, the Nectar WebRTC extension re-authenticates every 24 hours. For the most seamless user experience, it is recommended that users sign into their browser using the same email address that will be used for the WebRTC extension. In most cases, this will make the re-authentication experience seamless. Otherwise, users will likely be prompted to re-authenticate via a pop-up browser tab that may confuse users.