Jump to: navigation, search

Video Interactions

Workspace enables agents to handle video interactions, including the following functionality:

  • Accept, Reject, or Ignore an inbound Video Call by using the interactive Interaction Notification view.
  • Auto-accept an inbound Video Call
  • End Call
  • Instant Transfer
  • Instant Conference
  • Add video to a SIP Voice call
  • Hold the Video Call and display a splash screen
  • Toggle the agent's camera on and off
  • Store and view Video interactions in the Interaction History
  • Control the size of the video display of each party during a Video Call
  • Set an interaction disposition

The following limitations apply to video transfer and conference:

  • For video conferences, the video stream is limited to single mode. Mixed mode is not supported.
  • Two-Step conference of a video call results in a pure voice conference engaging the video call initiator, the agent making the conference, and the new party of the conference.
  • Two-Step transfer of a video call results in a pure voice call between the video call initiator and the target of the transfer.
  • Consultation video calls are not supported. If a consultation is started in the context of a video call, this will be a pure voice consultation.

Refer to the following resources for details about video conference settings:

Workspace employs the following privileges for all video interactions:

SIP Endpoint - Can Use Embedded SIP Endpoint

Important
Workspace SIP Endpoint 8.5.0 is required to support the video functionality. Workspace SIP Endpoint 8.5.0 supports only the VP8 video codec.

You use the following options in the interaction-workspace section to configure video interactions:

Refer to the Procedure: Enabling an agent to use SIP Video interactions for information on enabling the video feature.

The following are examples of two scenarios that you might choose to use:

To configure the video channel to automatically accept inbound interactions, set the values of the following two options like this:

  • sipendpoint.policy.session.auto_accept_video = 1
  • sipendpoint.video.auto-activate = true
With this configuration, inbound video calls are distributed to the agent from an endpoint that enables video by using the VP8 codec. When an agent accepts the incoming call, the video window is also displayed. The contact is displayed in the main video window and the local video is displayed in the main video window as a thumbnail.

To configure the video channel to automatically accept inbound interactions, set the values of the following two options like this:

  • sipendpoint.policy.session.auto_accept_video = 1
  • sipendpoint.video.auto-activate = false
With this configuration, inbound video calls are distributed to the agent from an endpoint that enables video by using the VP8 codec. When the agent accepts the incoming call, it is handle by agents as voice-only calls. Agents can use the Start Video control of the interaction bar to activate the video component of the call. The video window is displayed. The contact is displayed in the main video window and the local video is displayed in the main video window as a thumbnail.


This page was last modified on March 26, 2014, at 06:35.

Feedback

Comment on this article:

blog comments powered by Disqus