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HTML5 Interaction Player Overview

The default inContact Workforce Optimization Web Player uses Microsoft Silverlight. The HTML5 Interaction Player offers customers a player option that does not require any third-party plug-ins.

The HTML5 Interaction Player includes a separate call list as well as the player itself. In Premises deployments, the HTML5 Recorded Interactions list can be configured to appear alongside the Silverlight Call List. Both appear as sub-tabs of the Interactions List tab in the inContact WFO Web Portal.

In Hosted deployments, customers can access only the Silverlight player and list, or the HTML5 Interaction Player and list; they cannot use both. The chosen player and list appear at WFO>Call Recording>Recorded Interactions.

The WebSocket Server service is required to support the HTML5 Interaction Player. Settings for this service can be configured in the inContact WFO Web Portal after the HTML5 Interaction Player has been configured (see Configure the HTML5 Interaction Player).

By default, the WebSocket Server service uses port 5650. If you are deploying a Premises system and the customer wants to use both the HTML5 Interaction Player and SSL, the customer's system administrator must bind the SSL certificate to the WebSocket Server port specified in the web.config file.

HTML5 Interaction Player Limitations

HTML5 playback does not offer full feature parity with the Silverlight player. The following are not supported or available in the HTML5 Interaction Player in 16.3:

  • Live monitoring
  • Speed-adjusted playback
  • Internet Explorer

Playback using the Silverlight player is not supported by Google Chrome or Mozilla Firefox. Therefore, each customer must decide which playback option to use based on their business needs and browser standards.

Related Tasks

  • Configure INI Files
  • Configure Services in the inContact WFO Web Portal
  • Configure inContact WFO Services in Windows
  • Add inContact WFO Services to the Service Manager

Related References