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Persistent connections and watchRTC

Some contact centers use the same WebRTC peer connection for multiple calls. This is done in order to reduce the call setup time by having the connection persist. It makes sense when call center agents are “on the phone” most of the day. This feature is sometimes called nail up call or persistent connection.

If you are using such a thing, you can use the persistentStart() and persistentEnd() APIs in our JS SDK. By using them, you can instruct watchRTC to start a new logical call or to stop a logical call within a longstanding peer connection.

These separate logical calls will be treated by watchRTC as separate rooms for all analysis purposes.

This feature can also be used when you are conducting hours long or endless sessions and you wish to be able to analyze them. By using these APIs, you can split them up into smaller chunks of an hour for example.

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