Handling video interactions

OneContact Agent can initiate and receive video calls, and video-extend an ongoing call. The dial video button is visible only if your computer has a video camera.
You have the possibility of seeing both the remote and local video streams. The local image is typically smaller, and visible even before the call is connected. The remote image appears only once the call is connected.

To accept a video interaction press the answer key.


The video windows is shown in the sidebar, inside the interaction tab (see below). When dialing an outbound video call, or before accepting an inbound video call, the video tab shows the local video image. After the call is connected, the remote video is shown and the local video is shrunk to the lower right corner. During the call, you have the option to hide/show the local video image at any time.


Clicking on Fullsize.png will change the video location from the agent console to the script window. The window is split in two: interaction video and agent script:

On the right side of the screen, below the video window, you can see 4 buttons: video_buttons.png

  • video_button_rot.png Rotate interaction and script - Swap the split screen from horizontal to vertical.
  • video_button_res.png Show interaction and script - Shows the split screen (if it wasn't split).
  • video_button_vid.png Show only interaction - Hides the script, maximizing the video size.
  • video_button_scr.png Show only script - Hides the video, maximizing the script area.


When AllowVideoCall flag is false in tenant/instance configuration parameters, the following notification appears:



When AllowVideoCall flag is true in tenant/instance configuration parameters, but OneContact Agent browser's doesn't have permissions to access the computer's camera, the following notification appears: