Audience: engineers and studio administrators installing the Edge Agent. Applies to: CallerOne running in the cloud, with studio audio hardware on site.
1. What the Edge Agent is for
When CallerOne runs in the cloud it has no route to your studio network. It cannot open a sound card, drive an Axia GPIO node, or accept a connection from a VSet.
The Edge Agent is a small Windows service you install on a machine in the studio. It dials out to CallerOne over a single secure connection and acts as CallerOne’s presence on site:
- Audio — presents up to five local audio devices to CallerOne as usable devices, so hybrids and Music-on-Hold work as though the server were in the building.
- GPIO — holds the connection to your local Axia node for ring lamps, GPI triggers and the profanity-delay dump.
- VX / LWCP — lets VSets and consoles on the studio LAN reach the cloud VX engine.
Audio travels directly between the studio and the cloud media server, not through the control connection. Only one machine per studio site needs the Edge Agent.
The five slots
The Edge Agent offers a fixed set of five slots. You map each one to a local playback and/or capture device:
| Slot | Purpose | Audio direction |
|---|---|---|
| MOH | Music on Hold / hold feed | Capture only — sent to callers |
| Studio 1 Device 1 | Studio 1 hybrid | Both — caller in, studio out |
| Studio 1 Device 2 | Studio 1 hybrid | Both |
| Studio 2 Device 1 | Studio 2 hybrid | Both |
| Studio 2 Device 2 | Studio 2 hybrid | Both |
Enable only the sections you need. A slot with no device mapped is not registered and simply doesn’t appear in CallerOne.
2. Before you start
On the studio machine:
- Windows 10/11 or Windows Server, 64-bit.
- Left powered on and logged out is fine — it runs as a Windows service.
- Outbound HTTPS/WSS on 443 to your CallerOne hostname. No inbound ports or port forwarding are needed.
- Outbound UDP permitted for audio, plus STUN to
stun.cloudflare.com:3478unless you are supplying your own TURN server. - The audio devices you intend to use — physical sound card, or a virtual driver such as Axia Livewire or Dante. Confirm they appear in Windows Sound settings first.
- .NET Windows Desktop Runtime 10.0 and the VC++ runtime. The installer bundles and installs these automatically if they’re missing.
On CallerOne: administrator access to the Settings page.
Also useful to have to hand: your CallerOne hostname, and — if you’re wiring GPIO — the IP address and password of the Axia node, plus the channel and pin numbers you intend to use.
3. Configure CallerOne (cloud side)
Do this first — you need the API key before the Edge Agent can connect.
3.1 Enable Edge Agent support
- Open CallerOne in a browser and sign in as an administrator.
- Go to Settings → Edge.
- Tick Enable Edge Agent support.
- Optionally tick Warm WebRTC connections — see below.
- Click Save.
Until this is enabled, CallerOne rejects every Edge connection attempt. This is the first thing to check if an agent won’t connect.
Warm WebRTC connections. With this off, the audio path for a slot is built at the moment a caller is put to a hybrid, which takes a few seconds while the caller waits. With it on, CallerOne pre-connects each slot’s audio while any caller is on the system, so putting a caller to air is instant. The trade-off is extra server CPU and bandwidth for as long as callers are present. Turn it on for live on-air use; leave it off if the server is CPU-constrained.
3.2 Get the API key
Still on Settings → Edge, in the API Key card:
- If the field is empty and shows “No API key set”, click Regenerate Key.
- Click Show to reveal it, then Copy.
- Keep it safe — anyone holding this key can register devices against your system.
Regenerating disconnects every connected agent immediately. They will not reconnect until each one is updated with the new key. Only regenerate if the key has been exposed, or during planned maintenance.
3.3 Download the installer
In the Download Edge Agent card, click Download CallerOne Edge. Copy the installer to the studio machine.
4. Install on the studio machine
- Run
CallerOneEdge-Setup-…exeas Administrator. - Accept the default install location (
C:\Program Files\Broadcast Bionics\CallerOne Edge). - If prompted, allow the Windows Desktop Runtime and VC++ runtime to install. This can take a few minutes.
- Finish the installer.
The installer:
- registers a Windows service named CallerOneEdge, set to Automatic start, with automatic restart on failure (after 5 s, 10 s, then 30 s);
- starts the service;
- adds a tray application that launches at user logon;
- adds Start Menu shortcuts for the service manager and the log folder.
An upgrade over an existing installation stops and removes the old service first, then recreates it — your configuration is preserved.
How the two processes relate
| Process | Runs as | Does |
|---|---|---|
| CallerOneEdge service | SYSTEM, Session 0 | All the real work: the connection, audio, GPIO, VX |
| Tray app | Logged-on user | Status display and configuration editor only |
The service does the work whether anyone is logged in or not. The tray app mirrors its status over a local pipe. Closing the tray app does not stop audio.
5. Configure the Edge Agent (studio side)
Right-click the CallerOne Edge tray icon → Configure…
If the tray icon isn’t visible, launch CallerOne.Edge.exe from the install folder or sign out and back in.
5.1 Connection
| Field | What to enter |
|---|---|
| Server Hostname | Hostname only — e.g. callerone.example.com, or callerone.example.com:8443 with a non-standard port. Do not include https://, wss:// or a path. |
| API Key | Paste the key from §3.2. |
| Agent Name | A name identifying this machine in CallerOne. Defaults to the machine name. |
| Studio Name | The site or studio this machine serves, e.g. Manchester. Shown alongside the agent name in CallerOne. |
| Detected Public IP | Read-only. The agent looks this up at startup — useful when a firewall rule needs your studio’s outbound address. |
| Disable STUN | Leave unticked. Only tick it if you have your own TURN server configured and want to prevent STUN lookups. |
The connection is always secure (wss://) — this is not optional, because the audio transport requires it.
5.2 Map the audio devices
The form has a section per studio, each with an enabling checkbox. Tick only the sections this machine provides.
For each slot, choose from the two dropdowns:
- Output (playback) — what the studio hears. This is where the caller’s audio is played, so point it at the input of the hybrid or console channel.
- Input (capture) — what the caller hears. This is the studio/console feed sent to the caller.
Notes:
- MOH has no output — it is capture-only. Its output column shows “(audio sent to caller only)”. Set only its Input to your hold-music or backup-feed source.
- Leaving Input as “(same as output)” uses the output device for capture too — correct for bidirectional virtual drivers that present a single device.
- “(not mapped)” leaves the slot unused. Non-MOH slots need an Output to be registered; MOH needs an Input.
Click Save.
The service must be restarted for configuration changes to take effect. Restart CallerOneEdge in
services.msc, or via the Start Menu shortcut CallerOne Edge Service Manager.
5.3 Verify
Right-click the tray icon → Show Status. You should see:
- the title showing Connected, with a round-trip time in milliseconds;
- one row per enabled slot, listing its mapped device, call/stream state, status and info (negotiated codec and packet counts once audio is running).
A healthy idle slot reads Idle with no call. With Warm WebRTC on, slots show Connected with no call while callers are on the system — that is normal standby, labelled as such, not a stuck call.
6. Confirm it in CallerOne
Back in Settings → Edge → Connected Edge Agents, click Refresh. Your agent should appear with a green dot, its name and studio name, round-trip time, and connection time.
Each slot is listed with a status dot:
| Dot | Meaning |
|---|---|
| 🟢 Green | Connected and audio flowing |
| 🟡 Amber | Connected, but no audio — check the device mapping and that the source is producing sound |
| 🔴 Red | Connection failed or closed |
| ⚪ Grey | Not yet connected — normal when idle without Warm WebRTC |
Under Settings → Audio you’ll now see an Edge Devices card listing the registered slots per agent, and studios providing audio through an Edge agent are badged Edge Active.
Audio device selection for Edge slots is not configurable from CallerOne. It lives in the Edge tray app on the studio machine. The local device dropdowns in CallerOne’s Audio settings are the fallback used when no Edge agent is connected.
MOH registers as CallerOne’s hold device and takes over from the server’s local one while connected. Held callers hear the feed from the studio machine. If the agent disconnects, the server’s own hold device is automatically restored.
7. GPIO (optional)
GPIO is configured centrally in CallerOne and pushed to connected agents — you do not configure ports and pins on the Edge machine.
Go to Settings → GPIO:
- Device Type / IP Address / Password — your Axia node’s LWRP details. The Edge Agent connects to this address on the studio LAN.
- Edge Ring Lamp — a single GPO that asserts whenever any line anywhere on the system is ringing. Set Channel (the LWRP port number) and Pin (1–5). Leave Active High unticked for Axia’s active-low default; tick it only if your hardware expects active-high.
- Delay Dump — the profanity delay device. Enter its IP, password, channel and pin. This may be a different unit from the ring lamp node. When an operator presses delay dump, the Edge Agent pulses the pin for 500 ms.
Changes are pushed to connected agents as soon as you save — no Edge restart needed. GPI pin changes on the local node are reported back to CallerOne and can drive call actions.
The Edge Agent caches the last GPIO configuration it received, so ring lamps keep working even if the connection to CallerOne drops. To see live GPIO activity, open Show Status on the tray app and use the GPIO log view — every in and out event is listed with its source and trigger.
8. VX / LWCP (optional)
If your VSets or consoles use LWCP, the Edge Agent can host the VX endpoint on the studio LAN and relay it to the cloud engine. This requires no configuration on the Edge machine: when CallerOne is cloud-hosted and LWCP is enabled in its configuration, it instructs the agent to start.
The agent then opens TCP 20518 and advertises itself as a Livewire VXEN terminal so VSets discover it automatically. If discovery doesn’t work on your network, point the VSets at the Edge machine’s IP address manually.
9. Troubleshooting
The agent won’t connect
Work through these in order:
- Is Edge support enabled? Settings → Edge → Enable Edge Agent support. Connections are refused outright when it’s off.
- Does the API key match? Re-copy from CallerOne and re-paste. A trailing space is enough to break it.
- Is the hostname right? Hostname only — no scheme, no path. Include the port only if non-standard.
- Is outbound 443 open? From the studio machine, browse to your CallerOne URL. If the browser can’t reach it, nor can the agent.
- Is the service running? Check CallerOneEdge in
services.msc. - Check the log. Start Menu → CallerOne Edge Logs, or
C:\ProgramData\Broadcast Bionics\CallerOne\— files are prefixedEdge.
The agent retries every 5 seconds indefinitely, so a fixed configuration or a restored network recovers on its own without intervention.
Connected, but no audio
- Slot shows amber (“connected, no audio”) — the connection is up but no packets are moving. Check the mapped input device is actually producing audio, isn’t muted in Windows, and isn’t held open exclusively by another application.
- Studio hears nothing — check the Output mapping and the physical routing from that device into the hybrid or console channel.
- Caller hears nothing — check the Input mapping. The log records a “Capture STALLED” warning when the Windows input device stops delivering audio, which usually means the wrong or a disabled device, or an exclusive-mode lock by another app.
- Audio at half speed, or distorted — usually a channel-count or sample-rate mismatch on a virtual driver. Check the device’s format in Windows Sound → Device Properties → Advanced.
Slot missing from CallerOne
A slot is only registered if its section is ticked and it has a device mapped — an Output for normal slots, an Input for MOH. Confirm both, then restart the service: configuration is read at startup.
Changes not taking effect
Restart the CallerOneEdge service. The configuration file is read once at startup. GPIO settings pushed from CallerOne are the exception — those apply immediately.
Audio takes a few seconds when putting a caller to air
Expected without Warm WebRTC. Enable Warm WebRTC connections in Settings → Edge.
Where things live
| Program files | C:\Program Files\Broadcast Bionics\CallerOne Edge |
| Configuration | C:\ProgramData\Broadcast Bionics\CallerOne\Edge\config.json |
| Logs | C:\ProgramData\Broadcast Bionics\CallerOne\ (prefixed Edge, kept 30 days) |
| Service name | CallerOneEdge |
10. Quick reference
Cloud side — Settings → Edge
- Enable Edge Agent support ticked
- Warm WebRTC connections set as required
- API key generated and copied
- Agent visible under Connected Edge Agents with green slots
Studio side — tray app → Configure…
- Server hostname (no scheme, no path)
- API key pasted
- Agent name and studio name set
- Required studio sections ticked
- Output and Input mapped per slot (MOH: input only)
- Saved, and CallerOneEdge service restarted
- Show Status reads Connected with a sensible round-trip time
If wiring GPIO — Settings → GPIO
- Axia node IP and password
- Ring lamp channel and pin (Active High unticked for Axia)
- Delay dump device details, if used