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Video Calls is subject to limited availability.
The purpose of this guide is to explain how to accept or reject a video call and what the information shown in the callpop means.
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 signed in as an Agent to have video calls presented to you.
(A) Active Agent - To accept video calls, the Agent must be signed into the Contact Center and have their status set as "Ready." Note: Video Calls are not available for location users; only Agents. Video calls must also be <<activated on your account and enabled for that particular location>>.
(B) Caller Name - This is the name included when the video call was initiated. This isn't required and will be blank if the caller didn't provide a name.
(C) Phone Number - This is the phone number included when the video call was initiated. This isn't required and will be blank if the caller didn't provide a phone number. This information is what the system uses to match against Customers, Leads and Previous Customers. If nothing was provided when the video call was initiated, CallPotential will open the Greeting card when answered.
(D) Call To - This is the location the caller directed their video call to and is tied to the location's URL. Users with administrative access can click <<here>> for more information on where to find the location URL.
(E) Queue - When video calls were enabled for your account, the system created one, exclusive video call queue. If your management team changed the queue's name from Video Calls to something else, that will appear here instead.
(F) Accept - Click to accept the video call and a separate tab will open. This allows you to work inside CallPotential in one tab with the video call appearing in another. Recognized phone numbers will open in their respective Lead or Customer card. Unrecognized calls will open to the Greeting tab. Click <<here>> to learn more about how to control a video call. Note: You must have a microphone and speakers. While a camera is not required to accept a video call it is generally expected.
(G) Reject - Click to reject the call and it will be presented to the next available Agent. Note: Depending on your management team's setting, your status may be set to Inactive after rejecting a call.
