RingCentral calls supervision demo

Create a RingCentral app

Login your RingCentral developer account at https://developers.ringcentral.com and create an app with the following requirements:

• App type: "Web Server"
• Authorization: "Only members of my organization/company" (a.k.a password flow)
• Permissions: Call Control - ReadAccounts - WebhookSubscriptions

Clone the project and Setup

git clone https://github.com/PacoVu/ringcentral-supervision-demo
cd ringcentral-supervision-demo
cp .env.sample .env

Edit .env and set the values.

• RINGCENTRAL_SERVER_URL=https://platform.devtest.ringcentral.com

• RINGCENTRAL_CLIENT_ID=Your App Client Id

• RINGCENTRAL_CLIENT_SECRET=Your App Client Secret

• RINGCENTRAL_JWT=Call_Supervisor_JWT

• SUPERVISOR_GROUP_NAME=Demo Supervisor

• SIP_INFO_USERNAME=Sip-Device-Username

• SIP_INFO_PASSWORD=Sip-Device-Pwd

• SIP_INFO_AUTHORIZATION_ID=Sip-Auth-Id

• DELIVERY_MODE_ADDRESS=[Your_WebHook_Address]/webhookcallback

• WATSON_SPEECH2TEXT_API_KEY=Your_Watson_Speech_To_Text_Api_Key

• WATSON_LANGUAGE_TRANSLATION_API_KEY=Your Watson Language Translation service API key

• WATSON_NLU_API_KEY=Your Watson NLU service API key

• STT_INSTANCE_ID=Your_SpeechToText_Instance_Id

• NLU_INSTANCE_ID=Your_NLU_Instance_Id

• LT_INSTANCE_ID=Your_LanguageTranslator_Instance_Id

Setup a Call Monitoring Group

Login your account at https://service.ringcentral.com and create a call monitoring group and name it "Demo Supervisor"

• Choose one user extension as a supervisor. Use this extension's login credentials to authenticate your app.
• Choose 2 user extensions as the monitored agents.

Setup a supervisor's device

Login your account at https://service.ringcentral.com and select the supervisor user extension.

• Select the Devices & Numbers option.
• Click the + Add Phone button.
• At the popup dialog select the "Domestic" for the location and click Next.
• At the select devices step, select the Other Phones option.
• Select the Existing Phone item and add the selected device.
• Continue to select a phone number for the device and follow the prompts on the screen to complete the device setup.
• Click on the newly added phone device to open the device page.
• On the device page, click the Set Up and Provision button.
• On the popup dialog, click the Set up manually using SIP link.
• Copy the values of following fields and paste them in the .env keys accordingly.
  • User name => SIP_INFO_USERNAME
  • Password => SIP_INFO_PASSWORD
  • Authorization Id => SIP_INFO_AUTHORIZATION_ID

Run the demo

Open 3 terminal windows and run the following command on each window. Assumed that you are under the main project folder.

Ngrok tunnel

$ cd ringcentral-supervision-demo
$ ngrok http 3004

Copy the ngrok address and specify it in the .env as follow:

DELIVERY_MODE_ADDRESS=https://XXXXXXXX.ngrok.io/webhookcallback

Install the required dependencies and start the server process

$ cd ringcentral-supervision-demo
$ npm install --save
$ node index.js

Install the required dependencies and start the client process

$ cd ringcentral-supervision-demo
$ cd client
$ npm install --save
$ npm start

Test

Make a call to the monitored agent phone number, answer it and start a conversation.

Watch the conversation transcription on the client app.

Enable the call recording to record the call. The demo call recording will record and save the audio tracks (agent and customer) in separate files. To play back the recorded audio, duplicate the terminal window where you run the server process and enter the following command:

$ play -b 8 -r 8000 -e mu-law [name-of-the-file].raw

Enable the translation to see conversation translated from English to Spanish.

If you do not have the IBM Watson NLU and Language Translator services setup, you can skip them by comment out the objects creation in the Watson engine class constructor!