Initiating a Voice or Video Call

Prerequisites

• The browser used by the customer supports WebRTC.
• The customer has audio input and output devices or video input and output devices (for video calls).
• The WebRTC feature has been enabled and the anonymous call server has been configured for the tenant space.
• A web channel for which the click-to-dial called route is configured is available.

Context

If call collaboration is required, that is, a customer can have a text chat and a voice or video call with the same agent, the agent scopes of the click-to-dial skill queue and multimedia skill queue must be the same in the web channel configuration.

A voice or video call cannot be initiated during a chat between a robot and a customer.

Procedure

1. Click as an agent. The system automatically generates a voice or video call link in the text box.
2. Click Send. The customer receives the voice or video call link. After the customer clicks the link, the two parties can talk with each other.