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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.


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



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


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 

Create Automation with XCALLY Webhook Action (more info here)


  • Associate the Agents to VIDAOO Open Channel Video Account and Queue:



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


How it works

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

There are two scenarios for using Vidaoo: 

SCENARIO 1  


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.


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 will be 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:

Then, the Vidaoo meeting will be managed as usual: click here for further reading. 


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. 
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