Desktop PC Audo Files to be able to be played between the Rainbow VoIP Computer users and their connected Party
I have a client who does Insurance Business. I'm rolling out Rainbow Enterprise licenses to their call centre operations. They are using an OXO for their telephony, they are not using the ACD engine only hunt groups. I'm going to replace the Alcatel Lucent 4029 desk phones with Rainbow Enterprise licenses using the VoIP Computer clients on their windows desktops. There is a webrtc gateway in place and networked, this all works.
However a requirement for this solution is to play previous recorded conversations, stored as audio files on their desktop PC. In a situation where there is disputes with policies with their clients, the agent wants to be able to play a previouse audio file for resolution disputes, this does not work. If you start playing the audio file on the PC, the agent can hear it from their end, but is muted to the client.
What I request is some type of an inclusive audio driver in Rainbow desktop app to allow audio files on the desktop to be played over the open channel between the Rainbow user (agent) and the connected party (client).
Can we have this feature?
This will be great enhancement and selling point for Rainbow enterprise service plans to our clients for use in call centre businesses, conference calls and many other situations.
People, it works, and I will tell you HOW!
(maybe it will NOT WORK in all computers, but for those that have 'internal mixer" device, it should work)
1 - Go to the 'player devices' (I do not know how it is called in English Windows versions), then select your output device, then properties, then levels, then unmute the microphone. Set the levels. In my experience, I set both (the upper and the bottom device) to the middle, as showed in the picture. Verify the best sets for your audio devices!
2 - Open your Rainbow (web or desktop). Go to your multimedia settings. In the first field, select CUSTOM CONFIGURATION. In the microphone field, select "mixer".
3 - Make an audio or video PtP call. Are you talking (and seeing each other)? Good! Now try to play a local multimedia video or audio file. The other peer(s) shall hear!
Hi Ruben and Brian,
I to could not get it to work on my desktop PC as per the screenshots. I however have a solution which I found googling. There is a freemium software called voicemeter, developed by VB-Audio. It's a virtual audio mixer with multiple inputs and an output. You install a virtual vb cable driver to allow audio from applications from you desktop as one input and your headset becomes another input, it mixers the 2 and out puts them. It works in a peer to per conversation in rainbow, where the audio file is heard playing. Recording conversations and playing them back on your PC desktop I have tested and it works. Its a bit fiddly to setup as you need to setup voicemeter audio mixer and the vb cable driver , I have attached the link to the install manuals but if you follow the case study on how to setup for Skype, just apply the same rules for Rainbow.
I hope this helps.
A great solution for this is in a call centre, where all agents are using Rainbow VoIP(Computer) enterprise licenses. The agents can play previous audio recordings to their clients or companies policies. They can record conversations and store on their PC or some cetral storage drive on their network. Opens up 3rd party record applications and you are not limited to the OXO record feature.
It seems a little bit weird being necessary install one more software, if the operating system has the "native devices/sfw"...
For the recording devices, my stereo mixer (in Recording devices panel) has also these settings that maybe will help you:
Maybe you need to unmute above. And below, a reset status of another config:
Good luck for you!
You may probably need to test the alternatives...
@Brian, have you seen this?
Yes, it can!
I just tested it, and doesn't matter if audio/video PeerToPeer, or an extension calling another extension, with both Rainbow users using their PCs/notebooks in Computer mode!
Here all my multimedia settings. Maybe it will help you.
Just for your information, my notebook is a HP 240 G6 with Windows 10.
Recording settings - main window:
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