Vidaoo

Requirements

The XCALLY Motion server uses the following TCP ports: 

• 443

The tested as compatible browsers are:

• Google Chrome (recommended 30+) 
• Firefox (recommended 27+)

General Architecture and Features

The XCALLY Motion VIDAOO Video Web application architecture is designed to provide:

1. Smart Video Routing Management to your Customer Care Agents, according to Queue distribution and Skills
2. Strong security
3. Easy configuration

How it works

There are two scenarios in which the solution VIDAOO can be used:

SCENARIO 1  

The Customers can engage a Video Communication Session with the Agent using a simple Web browser button (on PC, Mobile, Kiosk, etc.), like in the following example:

In order to activate the Web browser button, follow these steps: 

1. Create the Web Browser Button 

   • Activate the web project

   • Check and edit parameters

2. Authenticate on VIDAOO

3. Connect XCALLY to VIDAOO

   • Create an Openchannel Account

   • Associate the Agents to the Openchannel Account

4. Track the videocall route

   • Create a Webhook automation

   • Notify Agents of incoming Videocall  

Create the Web Browser Button 

Activate the web project 

In order to create the web button on the specific website, you need to edit your website code: 

• Download the web project

 AGENT

STEP 2 - The Agents belonging to the OmniChannel dedicated Video Service Queue receive the video request on XCALLY Motion Omni Desktop interface

STEP 3 - When one of the Agents accepts the interaction inside it he/she finds the video session link to click.

STEP 4 - After clicking the session is established and the conversation starts:

SCENARIO 2

The VIDAOO Session can be activated by the Agent with a Customer during a Chat interaction.  

Clicking on Start Video Call a web link to join a video call is generated. 

• The VIDAOO link is shown to the Agent (in the interaction form):

• Simultaneously, the Customer receives the VIDAOO link and is invited to participate:

Please note: 

• The Vidaoo feature is available only if the Administrator has configured the Video option for the specific Chat Website.
• The number of available sessions set for your Account on Vidaoo must not be exceeded. 

Video call Overview 

When entering the VIDAOO meeting following Scenario 1 or Scenario 2, the video call can be managed in a very simple and intuitive way. 

Below, a brief overview of the video call is presented. Click here for further reading.