Turning on video and screen share (Visual Engagement) for agents

Owned by Helen Griffith
Last updated: Dec 07, 2023

To enable individual agents to initiate video calls and to share their screens with contacts in Vonage Contact Center (VCC), you must turn on Visual Engagement for your agents.

Turning on Visual Engagement for individual agents

If Visual Engagement is enabled for your account, you can turn on Visual Engagement for individual agents in User Admin in VCC. To do so, perform the following tasks:

  1. Go to User Admin.
  2. Locate the agent that you want to enable video and screen share for using search or by scrolling or filtering list.
  3. When you find the agent, click Edit. The user's details appear.
  4. Click Agent Settings.
  5. To record this agent's screen during calls, alongside Visual Engagement Enabled, click Yes to activate for the agent.
  6. Click Update to save your settings. Repeat for all agents whose screens you want recorded.
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