Voice and Video Escalation

In Live Assist for Dynamics 365 (LAD365), you can escalate chat and co-browse sessions to include a voice or video call. The agent handles the call right in Dynamics 365, and the consumer right inside the browser. There is no need for downloads or plugins. Agents can start calls with consumers as either one-way or two-way calls.

Important: Voice and video calling is not currently supported when the consumer is using a mobile device. (See platform and browser support for details).

This article explains how to enable this feature. It also will help you learn the requirements for agent and consumer hardware.

Table of Contents

• When might voice or video escalation help an agent?
• How can an agent escalate to voice or video?
• How can voice and video escalation features be enabled?
• What are the hardware and bandwidth requirements?
• What ports does the voice and video feature use?

When might voice or video escalation help an agent?

It is not always possible to understand what a person means by text alone. Tone of voice, facial expressions, and other non-verbal clues can help an agent learn the full story. An agent may also be able to calm a frustrated consumer more effectively by voice or video. In addition, some consumers have a hard time explaining all the details by text. A brief call may help the agent to gather the facts and resolve an issue more quickly than without one. 

How can an agent escalate to voice or video? 

See the Agent Guide to Voice and Video Escalation for details.

How can voice and video escalation be enabled?

If you started using LAD365 prior to the release of version 3.7.0, ask support to enable this feature for you. Afterwards, update your live assist tags on your web pages. 

If you started using LAD365 with version 3.7.0 or newer, there is nothing you need to do. Voice and video escalation is automatically active for you.

What are the hardware and bandwidth requirements?

Hardware

For two-way voice and video, both agent and consumer require the following:

• Processor: Intel Core i3 3rd generation (Sandy Bridge, January 2011) or later. Or equivalent processor from AMD, Qualcomm, Apple, or so forth.
• RAM: 4 GB or more 
• Web camera
• Microphone
• Speakers or headphones

At present, voice and video escalation do not work with mobile devices such as phones or tablets.

Bandwidth

LAD365 optimizes the experience based on network conditions. However, endpoints should have a connection of at least 1.5mbps upload and download.

What ports does the voice and video feature use?

LAD365 voice and video uses the following ports: