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:
- Smart Video Routing Management to your Customer Care Agents, according to Queue distribution and Skills
- Strong security
- 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:
- Create the Web Browser Button
- Activate the web project
- Check and edit parameters
- Authenticate on VIDAOO
- Connect XCALLY to VIDAOO
- Create an Openchannel Account
- Associate the Agents to the Openchannel Account
- Track the videocall route
- Create a Webhook automation
- Notify Agents of incoming Videocall
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.
CUSTOMER
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 eave or end the video meeting.
to lAGENT
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 eave or end the video meeting.
to l