If your contact center has SIP video capabilities, and if you are logged on to a video extension, Genesys Desktop can route a video request to your desktop.
Note: In order to conduct a video interaction, you must have an operational webcam connected to your workstation.
Here is an example of how to conduct a video session:
During a phone call with a contact, you or the contact may wish to open a video session.
Click the Enable
Video Stream icon () to open the Video Session window.
The Video Session window contains both the video stream from the contact and a preview of your video stream. With both video streams functioning, begin your session.
You can continue the interaction in any of the following ways:
Respond directly to the contact's questions.
Respond by using the Standard Responses.
Make a conference with other agents and supervisors.
Transfer the video session to another queue, agent, or supervisor. For details, see Using Transfer for Outgoing Phone Calls.
To conclude the interaction, click Disconnect.
Click the Notepad tab and enter comments if required.
When you are finished:
If your system is not configured for Disposition Codes, click Mark Done.
If your system is configured for Disposition Codes and you are required to enter one before proceeding:
Click the Disposition Code tab.
Click the appropriate Disposition Code.
Click Mark Done.
The Video Session window closes. The interaction is entered into the Contact History.