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Video Calls is subject to limited availability.
The purpose of this guide is to explain how to activate and record video calls for your location. When enabled for the location and the recording option activated, historical Customer and Lead interactions can be viewed and used when processing uncategorized video calls.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be logged into CallPotential's web version as an administrator to complete these steps.
Access
(A) Settings - Click to access your list of available system settings.
(B) Locations - Click to access the complete list of locations, both active and archived.
Select a Location
(C) Edit - From your location list, identify the location you wish to enable and/or record video calls.
(D) Communications - Click to access the location's Communications settings.
Enable & Record Video Calls
Note: Video calls need to be enabled on your account for (E) - (G) to appear in your Location > Communications list.
(E) Video Calls - When you enable the video call feature for your account, all locations will be automatically turned on. Click to disable video calls at this location.
(F) Customer URL - This is the URL customers use to place a video call to this specific location. It is provided for your reference and can be placed on your website or office door or be turned into a QR code. It is not editable. If you turn video calls off at your location, this URL will remain but be deactivated. When video calls are turned back on at your location, this URL will be the same. Note: The URL is unique for each location.
(G) Record Video Calls - This is automatically enabled at all your locations when video calls is turned on. Recordings will be included in the History tab of the Lead or Customer card and the All & Unprocessed History list. Click to disable video call recording at this location. Note: If a payment window is accessed during a video call, the entire recording will be removed to protect the payment method.
(H) Save - Click to save your edits and return to the Location list.
