Re: [rtcweb] Use Case draft

"Jim Barnett" <Jim.Barnett@genesyslab.com> Fri, 27 April 2012 16:36 UTC

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Date: Fri, 27 Apr 2012 09:35:55 -0700
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From: "Jim Barnett" <Jim.Barnett@genesyslab.com>
To: "Ted Hardie" <ted.ietf@gmail.com>, <rtcweb@ietf.org>
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Subject: Re: [rtcweb] Use Case draft
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I would like to see a corporate call center use case.  Specifically, a
user downloads a web page from a corporate web site, clicks a 'call us'
button and is connected to a gateway server that is controlled by the
corporation.  The communication up to the corporate boundary cannot be
eavesdropped, but, inside the corporate boundary:  1) the corporation
can route the call to whoever it wants (meaning that the caller can
verify that he is connected to the corporation, but is not necessarily
assured of the identity of the person he is speaking to within the
corporation) 2) the corporation can eavesdrop/record the call (n.b. this
is mandatory in financial institutions, and common in most others). 

This corresponds to a very common current PSTN use case (except that
with webRTC the call is more secure up to the corporate boundary).  I
think that corporations will be eager to add webRTC support to their
call centers - as long as it doesn't mess up their existing operations
(call routing, recording, etc.)  They will most likely want to put in a
gateway, and treat it as the webRTC endpoint.  Inside the gateway the
call should look just like one that came in from the PSTN (via a SIP
trunk or PSTN/SIP gateway.)

I think others have suggested use cases involving outbound calls from
corporations, but I think that those should probably be treated
separately.  

- Jim 

-----Original Message-----
From: rtcweb-bounces@ietf.org [mailto:rtcweb-bounces@ietf.org] On Behalf
Of Ted Hardie
Sent: Friday, April 27, 2012 12:15 PM
To: rtcweb@ietf.org
Subject: [rtcweb] Use Case draft

The chairs would like to ask the working group to focus on the use case
draft.  If you have use cases that need to be added to the document or
text changes you'd like to suggest, please send them in for discussion
before May 15th.  After this round, we will look toward having a working
group last call on the document (hopefully before the interim meeting).

regards,

Ted, Magnus, Cullen
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