Wildix WebRTC Kite - Admin Guide - English

Watch the video tutorial (registration is required): 

Introduction

Wildix Kite is a professional solution for business communication based on the WebRTC technology that brings Unified Communications to the corporate website. With Wildix Kite a website visitor can communicate with the company call agents via chat, audio and video, desktop and data sharing, all this with just one click.

Features supported:

• Chat
• Audio call
• Video streaming
• Desktop sharing
• File exchange

Wildix WebRTC Kite can be added to the website in the form of:

• Customizable Call button (simple HTML template) with customer authorization or without
• Customizable Widget (embedded into the website or into a separate web page) with customer authorization or without
• HTML email signature with call button, with customer authorization or without

An example of Kite implementation can be found here: www.wildix.com/contacts.

Wildix Kite is fully integrated into the Wildix telephony system:

• Chat requests are managed by PBX users via Wildix Collaboration interface
• Audio calls can be managed from all Wildix devices
• Wildix Kite uses a separate Dialplan which makes it easy to customize the service
• Chat requests from Kite service can be routed to separate call agents or to call groups

Configuration

Configuration of Kite service consists of two steps:

• Dialplan configuration – done by PBX administrator
• Implementation on the website – carried out by website webmaster / softhouse

Requirements

Browser compatibility:

• Google Chrome
• Mozilla Firefox
• Safari

We recommend to use the latest stable version of a browser.

Licenses:

• UC-Business, more information: https://www.wildix.com/licensing/
  • note: one UC-Business is needed for each user that must be contacted via Kite service

Check the ports to open on Firewall: Ports used by Wildix services.

Instructions for PBX admin

Dialplan configuration

• Edit “kite” Dialplan procedure in WMS -> Dialplan -> Dialplan rules (in case “kite” Dialplan procedure is not present, you should create it first)
• Add “internalcalls (Users dialplan)” to Included procedures
  
  

Now all the users registered to your PBX can receive calls via Kite service. In case you need to limit the numbers that can be dialed via Kite, refer to Limit access to Kite service chapter.

Create Kite link

• Open supported web browser and type in URL bar: https://kite.wildix.com/PBX_Name/Extension_Number, where
  • PBX_Name is the PBX Name (use only PBX domain name in Kite links (do not use PBX serial)
  • Extension_Number is the extension number of user registered to this PBX or Call Group Number

Example: https://kite.wildix.com/ucit/324

• Enter your name and email (optional) and click Connect (it is also possible to sign in via your social networks account):
  
  

After connection:

• In case the extension entered into the URL exists, chat with this user starts automatically:
  
  

PBX user receives a chat request via Wildix Collaboration interface. In addition to the usual options, available in Collaboration web interface, in chat dialog with another PBX user, the following options are available for kite user:

• 1 – Transfer chat to another PBX user
• 2 – Send chat transcript to two email addresses (Operator email/ Customer email)
• 3 – Close chat

Kite user can initiate a call, start video streaming or screen sharing with the PBX user using the icons situated in the upper part of the screen, click the Paperclip icon to send a file or simply drag the file into the input field (support to send files only in JPEG / PDF format), click Options to:

• End chat (log out)
• Send chat transcript to email
• Make an audio echo test

• Adjust call settings by changing audio output (available only for Chrome), microphone and webcam:

  
  
  
• Change the language

Resizing video during streaming for Kite users: 

Kite user can:

• Place mouse at the bottom of video block  -> mouse cursor should change to “Resize (↓)“
• Hold and drag the video to the bottom/ top of the screen to increase/ decrease its size 

Or

• Right-click on video -> click Show Controls -> click Fullscreen button

Screen sharing for Kite users:

Kite user has two options to launch screen sharing: 

• Screen sharing (WebRTC screen streaming): no need to install the component; select a screen or window and share it right away: 

  
  
  

  Note: Supported browsers: Chrome v. 72+; Firefox v. 66+; Edge v. 17+.
  

  
  

• Screen sharing with control: in this case Kite user is invited to install the component: 

  
  

  Note: detailed information about installation and usage can be found in Collaboration Use Guide.

Create Kite link for Auto-call (call starts after clicking on Kite link)

To enable auto-call (call starts automatically after clicking on Kite link, chat remains available), you should add “?autocall” to your Kite link. So create Kite link in the following format:

• audio call: https://kite.wildix.com/pbx_name/extension?autocall
• video call: https://kite.wildix.com/pbx_name/extension?autovideocall

Where

• pbx_name is the *.wildixin.com domain name of your Wildix PBX
• extension is the extension number or a call group ID

Create Kite link for DIRECT call (without entering chat)

To enable direct call without entering chat, create Kite link in the following format:

• https://kite.wildix.com/pbx_name/phone_number

Where

• pbx_name is the *.wildixin.com domain name of your Wildix PBX
• phone_number is the called number present in the “kite” Dialplan procedure (known issue: letters are not currently supported, only digits)

Create Kite link to allow actions only after PBX user sends a message

It is possible to allow chat & screen sharing only after PBX user sends a message. 

To enable the option, you should add “?waitMessageFromOperator” to the Kite URL.

Example of the URL: “https://kite.wildix.com/ucit/324?waitMessageFromOperator”. In this case Kite user can send a message, start a call and screen sharing, only after the PBX user sends the first message.
The following values are supported by the parameter:

• call
• screensharing
• chat

You can specify several values separated by comma, example: “https://kite.wildix.com/ucit/324?waitMessageFromOperator=chat,screensharing”

Create Kite link to prevent from asking geolocation

It is possible to prevent Kite from asking geolocation.

To disable the option of asking Kite user's geolocation, you should add "?geolocation=no" to the Kite URL.

Example of the URL: "https://kite.wildix.com/eugeniocloud/448?geolocation=no". 

Create Kite link with disabled notifications

It is possible to disallow notification permission.

To disable sending HTML5 notifications about new chat messages, incoming calls etc, you should add "?notifications=no" to the Kite URL.

Example of the URL: "https://kite.wildix.com/eugeniocloud/448?notifications=no".

How you can use Kite link

In this Guide we provide information for website webmaster and explain how to:

• Add a Kite contact-me button to a website
• Display additional agent information (status, picture, geolocation)
• Add a Kite widget to a website

Email signature with Kite contact button 

You can also use Kite in your email signature, and you don’t need web developer skills, to be able to do it, just follow this link: Generate the HTML signature for email.

Example: