Video Channel - Vidaoo

Overview

XCALLY MOTION offers seamless integration with Vidaoo, our WebRTC-based video communication platform, enabling high-quality, real-time video interactions between customers and agents directly through the web.

Key Benefits

• Clear and Effective Communication: video enables more direct and visual interactions, reducing misunderstandings and improving engagement.

• Faster Issue Resolution: agents can visually assess the situation, leading to quicker diagnosis and resolution of customer problems.

• Improved Customer Trust and Loyalty: personalized video support helps customers feel valued and well-assisted, enhancing satisfaction and brand loyalty.

Customers can initiate a video call to visually demonstrate issues or receive more tailored assistance. Common scenarios include:

• Showing a product to request a refund or report damage.

• Displaying a warning light on a vehicle dashboard.

• Demonstrating an error on a mobile device, smart appliance, or electronic equipment.me appliance

The video channel can also be leveraged to offer a wide range of remote services, such as virtual consultations with healthcare professionals, live product demonstrations for software or tech companies or online sales appointments for personalized advice in e-commerce or retail environments.

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The video channel integrated with XCALLY and Vidaoo can be used in two main scenarios:

Scenario 1: Customer-Initiated Video Call

Customers can initiate a video communication session directly from your website. By clicking a button embedded in the site, they can start a live video chat with an available contact center agent—no downloads required, just a standard web browser. Discover more here

Scenario 2: Agent-Initiated Video Call

Contact center agents can invite customers to a video session during an active interaction. By clicking "Start Video Call" in the XCALLY interface, the agent triggers a link to be sent to the customer via the current communication channel—whether it's web chat, SMS, or WhatsApp. The customer simply clicks the link to join the video call via the XCALLY Video channel. Discover more here

Key Features & Capabilities

✅ WebRTC Technology

• Built on WebRTC (Web Real-Time Communication), an open-source project that enables real-time voice, video, and data communication directly through web browsers and mobile applications using simple APIs.

• No software installation required — fully browser-based experience.

✅ Integrated Chat Messaging

• Send real-time chat messages to participants within the video call.

• Enhances interaction and provides support for sharing links, notes, or quick instructions during the session.

✅ Click-to-Video Cloud Platform

• Designed for Call Centers and Customer Care teams, enabling instant video communication with customers through a simple web interface.

• Fully cloud-based and accessible from anywhere.

✅ Unified Meeting Experience

• Offers HD video conferencing, screen sharing, and web meetings within a single, unified platform.

• Enables collaboration across distributed teams and customer-facing roles.

✅ Scalability and Performance

• Supports up to 100 participants in a single video session.

• Provides crystal-clear video and high-quality screen sharing, regardless of user location.

✅ Multi-Device and Multi-Touchpoint Access

• Accessible from a wide range of WebRTC-compatible devices, including Kiosks, Tablets, Smartphones, Desktop computers

✅ Seamless Integration

• Native integration with XCALLY Motion, enhancing your contact center with advanced video capabilities.

• SIP gateway-based integration available for compatibility with third-party contact center platforms or VoIP systems.

✅ API-First Architecture

• Provides a comprehensive set of REST APIs to support integration with external applications and custom workflows.

• Ideal for embedding video communication features into existing CRM, ticketing, or business systems.

✅ Microservices-Based Architecture on AWS

• Developed using a microservices model for modularity, scalability, and rapid deployment.

• Hosted on Amazon Web Services (AWS), ensuring high availability and performance.

• Each service is autonomous and designed to handle a specific business function, allowing easy updates and independent scaling.

Vidaoo and XCALLY Motion

Vidaoo is fully compatible with the XCALLY Motion Customer Care suite through native integration, offering a seamless experience for managing voice and video interactions within a unified platform.
Additionally, Vidaoo can be integrated with any other SIP-compliant application via a gateway-based approach, providing maximum flexibility for different system architectures.

The main advantages of this integrated solution include:

• Voice Routing (Es. Asterisk Queues) with announcements (Es. AVG Hold time)

• IVR (Playback, ASR, etc.)

• Voice Reporting and Analytics

• Voice Realtime

 

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Requirements

Video Tutorial

Vidaoo Architecture

Vidaoo is built on a modern microservices-based application architecture hosted on Amazon Web Services (AWS). This architecture is composed of a collection of small, autonomous, and self-contained services, each designed to deliver a specific business function or capability. Unlike traditional monolithic architectures, where all components are tightly coupled and deployed as a single unit, microservices offer a more modular, scalable, and resilient approach to software development and deployment.

• Improved fault isolation: issues in one microservice can be identified and resolved independently.

• No Vendor or Technology Lock-In: each microservice can be developed using the most suitable technology stack

• Ease of understanding: smaller codebases make microservices easier to understand and maintain.

• Faster deployments: microservices are more flexible and portable

• Scalability: individual services can be scaled up or down based on demand

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Vidaoo is built upon Kurento, a powerful open-source WebRTC media server. This integration brings robust media processing capabilities to the Vidaoo platform, enabling advanced real-time communication and video applications across web and mobile platforms.

The key strength of Kurento lies in its versatility and programmability, particularly through the concept of a Media Workflow. This allows developers to define how media is processed and routed directly in their application logic.

This allows a WebRTC developer to compose and integrate very important features such as computer vision, real-time media modification and interoperate with RTP (VoIP) services.

• Kurento can also be configured to function as SFU or MCU (or both) in a single instance

• Kurento is an Open source WebRTC media server. This supports both audio and video and also offers a set of client APIs which allows the developer to create advanced video applications for WWW and smartphone platforms

• Kurento Media Server features include group communications, transcoding, recording, mixing, broadcasting and routing of audiovisual flows.

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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

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How does it work?

There are two scenarios in which the Video channel (Vidaoo) integration can be used:

SCENARIO 1 

Customer-Initiated Video Call

Customers can initiate a video communication session directly from your website. By clicking a button embedded in the site, they can start a live video chat with an available contact center agent—no downloads required, just a standard web browser.

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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 video call route

   • Create a Webhook automation

   • Notify Agents of incoming video call

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Step 1: Create the Web Browser Button

Activate the web project 

The Web Browser Video Call Button allows customers to initiate a video session directly from your website. This is accomplished by connecting the site to Vidaoo via a dedicated Web Project and API integration.

• To enable the button functionality, you must first activate a Web Project within your Vidaoo account. This project acts as a bridge between your website and the Vidaoo video services.

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You can start by downloading the ready-to-use vidaoo-contact-form project, which includes all necessary files and sample code.

The project includes:

• HTML – The markup structure for the web form and button interface.

• CSS – Styling for layout, colors, and visual responsiveness.

• JavaScript – Front-end logic and API calls to Vidaoo (if applicable).

• PHP – Backend scripts for server-side handling and API requests.

Check and edit parameters

The PHP file is responsible for making the API request. For the purpose of successfully activating and editing the request, check the parameters in the PHP directory. 

• You have the possibility to edit the Contact Form with the web button, choosing and personalizing the fields shown to the Customer 

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• You have the possibility to edit the string $data in vidaoo.php, setting various fields of the meeting session

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Step 2: Authenticate on Vidaoo

To establish a secure connection between your website and the Vidaoo platform, you must authenticate your web project using your Vidaoo API Key. This ensures that the system can generate and manage video sessions properly via the API.

1. Log in to the Vidaoo Console

• Go to the Vidaoo Login Page (insert actual URL here).

• Use your admin credentials to access the management console.

• Check here Vidaoo documentation. 

2. Generate or Retrieve Your API Key

• Navigate to the API Management or Developer Settings section.

• Generate a new API Key, or copy an existing one if already available.

🔒 Tip: Keep your API Key secure and never expose it in client-side code. Use it server-side (e.g., in PHP scripts) when making authenticated API requests.

• Create a role with customized permissions (i.e. you can create the "Clicktocall" role only to generate and manage meetings) 

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• Create a user, associating the customized role (i.e. you can create a user "Clicktocall" dedicated to the web project)

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• Generate the token connected to the new user, clicking on the key button and then create the API token

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• Copy the token

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• Move to the Vidaoo-contact form web project

• Paste the token in the PHP directory string 'X-APIKEY', aimed at having your authentication done

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Step 3: Connect XCALLY to Vidaoo

The Customer can now click a button and generate a video call (Vidaoo Quick Meeting).   

In order to let Agents receive notifications and answer the video call, you have to connect XCALLY to the Vidaoo project: 

• Create an OpenChannel Account (i.e. Clicktocall Vidaoo)

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• Add agents to the new OpenChannel Account to associate specific Agents to Vidaoo account and manage the video call
  
  
  

Step 4: Track the video call route

Create a Webhook automation

• From the XCALLY new OpenChannel Account, copy the URL included in the Receive URL section. This URL will be fundamental to create an XCALLY webhook from Vidaoo.

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• Move to Vidaoo

• Create an XCALLY webhook automation : When the Customer clicks on the web button, the Agent receives a notification and can join the video call.  

• Select the condition when: a meeting is created

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• Among the Actions, select the XCALLY Webhook 

• In the field Url, paste the URL included in the Receive URL section of the XCALLY Openchannel Account

• You can also customize your webhook, according to your needs

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Notify Agents of incoming video call

• When the Customer click on the web button, the Agents belonging to the Vidaoo OpenChannel Account receive the notification of a video request on XCALLY Motion Omni Desktop Interface

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• When one of the Agents accepts the interaction, he/she finds the video session link

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• After entering the link, the session is established and the Video meeting starts!

SCENARIO 2

Contact center agents can invite customers to a video session during an active interaction. By clicking "Start Video Call" in the XCALLY interface, the agent triggers a link to be sent to the customer via the current communication channel—whether it's web chat, SMS, or WhatsApp. The customer simply clicks the link to join the video call via the XCALLY Video channel.

The agent can click on "Start Video Call" from the interaction view and a web link to join the video call will be generated.

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• The Vidaoo link is shown to the Agent as a new message.

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• At the same time, the Customer receives the Vidaoo link via web chat, SMS or Whatsapp message, depending on the channel in use. For example, in case of web chat, he will receive a message like this:

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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. 

CUSTOMER

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The Customer can use the buttons on the screen in order to:

Open	disable/enable Video
Open	disable/enable Audio
Open	switch to full-screen

At the end of the conversation, the Customer can simply click the red hangup icon to leave the video meeting

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 AGENT

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The Agent can use the buttons on the screen in order to:

Open	disable/enable Video
Open	disable/enable Audio
Open	switch to full-screen
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Open	Start/Stop recording the video
Open	Snap a picture from the video

At the end of the conversation, the Agent can simply click the red hangup icon to leave the video meeting

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