Desktop application binary

Visual QA is a call quality auditing software for contact centers. The application is aimed to assist QA personnel by providing a recording of the agents desktop as they take calls

Major Contact Center Solutions

• Ring Central

• Genesys

• 8x8

• Zoho

• SalesForce

• Zendesk

• Twilio

 TwilioPayload{Payload:TilioData{CallID:""}, Action:"connected"}
 TwilioPayload{Payload:TilioData{CallID:""}, Action:"ready"}
 TwilioPayload{Payload:TilioData{CallID:"CA9ee066be506de4c22683de9928fb62d5"}, Action:"ringing"}
 TwilioPayload{Payload:TilioData{CallID:"CA9ee066be506de4c22683de9928fb62d5"}, Action:"answer"}
unexpected end of JSON input
 TwilioPayload{Payload:TilioData{CallID:""}, Action:""}
 TwilioPayload{Payload:TilioData{CallID:"CA9ee066be506de4c22683de9928fb62d5"}, Action:"hangup"}
 TwilioPayload{Payload:TilioData{CallID:""}, Action:"connected"}
 TwilioPayload{Payload:TilioData{CallID:""}, Action:"ready"}
 TwilioPayload{Payload:TilioData{CallID:"CAf802f554888562f0fdad15c561741aeb"}, Action:"ringing"}
 TwilioPayload{Payload:TilioData{CallID:"CAf802f554888562f0fdad15c561741aeb"}, Action:"answer"}

• Platform28

• Five9

• Nice InContact

• DialPad

How this plays out

The idea is identify each platform websocket payload like it was done with Twilio to determine when an agent is on a call. This should be used to create an PhoneStatus interface.

POC - Requirements

[x] Application needs to be able to capture websocket packets based on Chromium Devtools

[x] Application must be able to digest JSON messages and determine phone status

[ ] Application must be tested against major contact center solutions (see below)

[ ] Application must be able to parse SIP messages and determine phone status

[ ] Application must address multiple browsers spawned from different places of a system

[ ] Application must be able to determine Edge or Chrome binary path