V3 Video Channel (Vidaoo)

What’s about

XCALLY MOTION is seamlessly integrated with Vidaoo, our WebRTC video solution, to deliver an advanced web video experience for both customers and agents.

The main benefits of adopting a video channel solution are:

• Clear and efficient communication

• Faster resolution times

• Enhanced trust and loyalty from customers, who feel supported in a personalized way

Customers can use the video channel to receive quick assistance, for example, when they need to show:

• A product for a refund request

• A warning light that has turned on in their car

• An error on their mobile phone, another device, or a home appliance

Additionally, the video call offers the opportunity to set up services for your customers, such as remote consultations with doctors, product demonstrations for software companies, or online appointments to showcase items and better advise customers on purchases in e-commerce stores.

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You can use our video channel in two scenarios:

Scenario 1: Customers can initiate a video communication session with an agent of your contact center by simply clicking a button on your website, using a web browser. Discover more here

Scenario 2: Contact center agents can provide customers with the option to initiate a video session by simply clicking on "Start Video Call". Both the agent and the customer will receive a link on the active

communication channel (web chat, SMS, or WhatsApp message) to start the meeting on the XCALLY Video channel. Discover more here

Main info and features

• it is Video Conference WEBRTC solution (Web Real-Time Communication is a free, open-source project that provides web browsers and mobile applications with real-time communication (RTC) via simple application programming interfaces (APIs).

• it allows to send chat messages to participants in the video call 

• it is a click-to-Video Cloud Platform for Call Center and Customer Care

• it provides a Unified Meeting Experience platform that brings HD video conferencing, mobility and web meetings together as a Cloud Service

• it extends the collaboration functions for the Organization

• it offers crystal-clear video conversation and high quality screen sharing, anytime and from anywhere, with up to 100 people

• it can be used in order to enhance the Customer Center potentials adding a powerful and customizable Unified Collaboration tool

• the Customer Contact & Touch Points are available on several devices supporting Web Real-Time Communication* (e.g. Kiosks, Tablets, Smartphones, etc.)

• it can work blended with the Customer Care suite offered by XCALLY Motion (native integration) or any other SIP application (gateway-based integration)

• it provides a full set APIs for Customer’s Applications Integration

• it has been developed using a micro-service model for faster deployments

• it has a microservices-based application architecture on AWS, represented by a collection of small, autonomous and self-contained services which are built to serve a single business functionality/capability

Vidaoo and XCALLY Motion

Vidaoo can work blended with the Customer Care suite offered by XCALLY Motion (native integration) but also with any other SIP application (gateway-based integration).

The main advantages of this integrated solution are the following:

• 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 has a microservices-based application architecture on AWS, which represents a collection of small, autonomous and self-contained services which are built to serve a single business functionality/capability. Compared to monolithic design structures, microservices offer:

• Improved fault isolation: problems within a microservice can be isolated and solved without affecting the other modules

• Eliminate vendor or technology lock-in: adding new microservices based on different technologies does not affect the existing ones

• Ease of understanding: microservices are within anyone's reach

• Smaller and faster deployments: microservices are more flexible and portable

• Scalability: microservices can easily scale inside a cloud platform

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Vidaoo is a solution based on KURENTO - Open Source Software WebRTC media server:

The main advantage of Kurento is its versatility by introducing the concept of a Media Workflow, that allows to define in the code how and where the media flows. 

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  

Customers can initiate a video communication session with an agent of your contact center by simply clicking a button on your website, using a 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 button is able to connect the website and Vidaoo using a web project, through the API. In order to create the web button or a more complete contact form with the web button  on the specific website, you need to edit your website code.

• Download the web project Vidaoo-contact form:

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The project is based on: 

• HTML (HyperText Markup Language)- standard markup language for documents designed to be displayed in a web browser. 

• Java- high-level, class-based, object-oriented programming language that is designed to have as few implementation dependencies as possible.

• CSS (Cascading Style Sheets)- style sheet language used for describing the presentation of a document written in a markup language such as HTML.

• PHP- server side scripting language embedded in HTML, used for programming dynamic web pages. 

• Drag the Vidaoo-contact form project into the domain directory (a server host supporting HTML and PHP is needed)

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

The API links the website to the Vidaoo solution, to which we must have access. So, you need to authenticate your account VIDAOO on the web project, inserting your API KEY.  

• Login into Vidaoo. Check here Vidaoo documentation. 

• 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

The Vidaoo Session can be activated by the Agent with a Customer during a Chat, SMS and Whatsapp interaction.  

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:

	disable/enable Video
	disable/enable Audio
	switch to full-screen
	many more custom buttons can be displayed!

At the end of the conversation, the customer can press  to leave or end the video meeting.

 AGENT

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

	disable/enable Video
	disable/enable Audio
	switch to full-screen
	enable/disable screen sharing
	Start/Stop recording the video
	Snap a picture from the video
	many more custom buttons can be displayed!

At the end of the conversation, the Agent can press  to leave or end the video meeting.

Explore the complete Video Channel (Vidaoo) documentation:

VIDAOO for Administrators

 

VIDAOO for Users

 

VIDAOO for Developers

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