...
For more information about video and screen sharing, see Video and screen sharing (Visual Engagement).
...
In this page
...
| Table of Contents |
|---|
How do I use video and share my screen or view my customer's screen?
If When Visual Engagement is enabled for your account, a video button appears in ContactPad.
You can click this button during an outbound interaction or when you are not working with an interaction. When you click the button, an Invite and join meeting dialog box appears.
From this dialog box, you can send an SMS invitation to a video meeting to your customer's telephone number. Type telephone number into the Phone number field in E.164 format and click Send meeting link. For information about E.164 format, see Telephone number formats in Vonage Contact Center in Salesforce. If you provide a telephone number in national format an error will appear in ContactPad. Alternatively you can click Copy customer link to copy the meeting link and send the invitation in a different way, for example, using email.
When you have sent an invitation or link to your customer, click Join join the video meeting.
| Info | ||
|---|---|---|
| ||
When you click the video button When a video interaction is in progress, the video button If you need to resend the SMS invitation or link at any time, click the video button |
When you click Join, the meeting opens in a new browser tab.
Type your name in Enter your name and then click Join Meeting to join the meeting. You will join a Vonage Meetings video meeting.
While in the video meeting, either you or your customer can click Screen Share. You can share an entire screen, application window, or Chrome tab. For more information about Vonage Meetings, see Vonage Meetings.
When you have finished using video and sharing your screen—or viewing your customer's screen—you can close the browser tab that the meeting is in or click End. You must also click End interaction in ContactPad to end the interaction in VCC. If you do not release the interaction, you will not receive any other interactions.
What does my customer experience?
The customer receives a link to the video meeting in an SMS or in, for example, an email. You customer's experience depends on where they click or tap the link:
...
you may be permitted to customize the user interface of Vonage Meetings. If permitted, you can set the main color associated with your brand, which replaces the default Vonage color. You can also provide the logo that appears when the meeting starts — for both agents and customers — and the icon that appears in the browser tab.
To configure the brand color, name, and icons, perform the following steps:
- In the Vonage Contact Center admin portal, go to Visual Engagement (within Business Apps). Visual Engagement appears.
Provide the following:
Field Description Brand color This color replaces the background color when your agent starts a meeting from ContactPad. Brand name The name of your brand appears if you do not provide a logo. Brand logo Your logo replaces the Vonage logo that would otherwise appear if you do not provide a brand name or logo. Brand favicon Your favicon replaces the Vonage favicon in the browser tab. - To save your brand, click Save theme. To start again, click Reset theme.
After you have saved a theme, when an agent starts a meeting, the user interface will use the new color, logo, and favicon. These changes are available for both the agent and the customer. For information about using Visual Engagement, see Using video and sharing your screen.