Visual Engagement enables agents to escalate interactions — calls, cases, or emails — to video. Using video interactions, agents can help contacts in a new way by sharing their own screen or viewing the contact's shared screen. Visual Engagement is integrated within Vonage Contact Center (VCC) and provides a unified experience for the contacts.
For more information about video and screen sharing, see Video and screen sharing (Visual Engagement).
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How do I use video and share my screen or view my contact's screen?
If enabled for your account, a video button 
appears in ContactPad.
You can click this button before or during 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 contact'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 to clipboard to copy the meeting link and send the invitation in a different way, for example, using email.
SMS not received
SMS messages are sent from a UK telephone number. Some contacts may not be able to receive SMS messages from a UK number and will not therefore receive the SMS invitation. In such cases, you should send the meeting link using the alternative method as described above.
When you have sent an invitation or link to your contact, click Join to join the video meeting.
Outbound video interaction
When you click the video button — at the same time as the Invite and join meeting dialog box appears — an outbound video interaction is created. This interaction appears in ContactPad.
When a video interaction is in progress, the video button 
changes. You will not receive any other interactions while the video interaction is in progress.
If you need to resend the SMS invitation or link at any time, click the video button in ContactPad again.
When you click Join, the meeting opens in a new browser tab. If enabled for your account, the screen may be branded with your company's logo and color.
Type your name in Enter your name, click Enter Meeting and then Join Meeting to join the meeting. You will join a Vonage Meetings video meeting.
When you join the meeting, recording will start. Recordings are stored for a maximum of 30 days in Interaction Content.
In the meeting, you and your contact can click Unmute to unmute your microphone and Start video to switch on your camera. You can Mute and Stop video to perform the opposite actions. Alongside each of these buttons, you can click the chevron icon to open a menu related to the button.
The Mute and Unmute menu gives you a list of available speakers and microphones to use for audio.
The video menu gives you a list of available cameras, and the options to blur your background or select a virtual background.
While in the video meeting, either you or your contact can click Share Screen. 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 contact's screen — you can close the browser tab that the meeting is in or click Leave Meeting. 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 contact experience?
The contact receives a link to the video meeting in an SMS or in, for example, an email. Your contact's experience depends on where they click or tap the link:
- If they click the link on a computer, the video meeting opens in a new browser tab. Your contact can enter their name and click to join the meeting.
- If they tap the link on a mobile device:
- If they have downloaded the Vonage Business Communication app, the video meeting opens in the app.
- If they have not downloaded the Vonage Business Communication app, the video meeting opens in their mobile phone browser.