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Overview

 XCALLY MOTION is fully integrated with VIDAOO, a professional Video WEBRTC solution powered by Xenialab, in order to provide the best advanced Web Video experience both on the Customer side and the Agents side.




IMPORTANT

Please contact our Sales Team in order to get VIDAOO: sales@xcally.com

On this Page:




How it works

The user experience of the VIDAOO Web Video communication channel is very simple and intuitive:


CUSTOMER

AGENT


STEP 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:




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:




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

disable/enable Video and 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.




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.




The functions available for the Agents are defined in the profile (Role) the Agent belongs to. 

Please read here about how to create new buttons to customize the Vidaoo user experience!




Requirements

The XCALLY Motion server uses the following TCP ports: 

  • 443


The tested as compatible browsers are:

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


Scenario

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


Configuration of XCALLY Motion with Vidaoo

In order to configure your XCALLY Motion with VIDAOO Video integrations you need to create a new OpenChannel Account:

  • Create the VIDAOO OpenChannel Video Account


then edit it and take note of the Receive URL field associated to the VIDAOO Video Service Session:

You will use it to configure the Vidaoo Device in the Vidaoo Administration environment (go to this page to find this topic).


  • Associate the Agents to VIDAOO Open Channel Video Account:


  • Associate Agents to the VIDAOO Open Channel Video Queue:


Now the configured Agents are ready to use the VIDAOO Video OpenChannel!


Please go to this page to find out more about Open Channel configuration steps!




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