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How do I use video and share my screen or view my
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contact's screen?
If enabled for your account, a video button appears in ContactPad.
You can click this button before or 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 email invitation to a video meeting to your customercontact's telephone numberemail address. Type telephone number their email address into the Phone number field in E.164 format Email address field 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 linkto clipboard 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 customercontact, click Join to join the video meeting.
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When you click the video button—at button When a video interaction is in progress, the video button is green If you need to resend the SMS email invitation or link at any time, click the video button |
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 and , click Enter Meeting and then click Join Meeting to 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 customer contact can click Share 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 screen — or viewing your customercontact's screen—you screen — you can close the browser tab that the meeting is in or click End Leave Meeting. You must also click Release 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
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contact experience?
The customer contact receives a link to the video meeting in an SMS or in, for example, an email. You customeremail, or wherever you sent the link. 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 customer 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. Your customer is presented with the options to either join the meeting using the app—they must download the app first—or join the meeting by dialing in. If they choose to dial in to the meeting, you will not be able to use video or share your screens.