Navigate Video Call Controls

Video Calls is subject to limited availability.

The purpose of this guide is to explain how to end a video call and control your computer's camera and microphone while on one.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality.

These features appear at the bottom of the video call screen.

Accepted video calls open in a separate tab from CallPotential allowing you to work in CallPotential while conducting the video call at the same time.

You must be signed in as an Agent to have video calls presented to you.

(A) Camera - This controls whether or not your computer's camera is on. Upon answering the video call, your camera will automatically be active. Click to turn your camera off.
(B) Mute - This controls whether or not your computer's microphone is on. Upon answering the video call, your microphone will automatically be active. Click to turn your microphone off.
(C) End Call - Click to end the call for both parties.
(D) Timer - The timer begins the moment you answer the video call and ends when you select to end the call (C).
(E) Recording - If your management team has enabled the Record Video Call feature, this appears reminding you that the video call is being recorded. The Recording indicator also shows to the caller. Video call recordings appear in Lead or Customer history and when processing uncategorized video calls.