This feature is available to organizations using Live Assist for Microsoft Dynamics version 3.7.0 (April 2018 release) or later.
CRM Agents can escalate chat and co-browse sessions with their customers from within Microsoft Dynamics 365, into video- or voice-only calls immediately. There is no need for any special downloads or plug-ins. Agents can start calls with customers as one-way or two-way calls, as required. Whether your visitors are using Chrome, Firefox, or Safari, Agents can begin calls from within the Microsoft Dynamics 365 application.
If an agent is engaged in a text chat or co-browse session with a customer, there may be times when it would be beneficial to escalate the engagement to a voice and video conversation. Enabling the agent and customer to open a voice and video window to see and talk to each other can enhance communication, and may help to resolve an issue more quickly.
For details of how an agent escalates to Voice and Video, see: Agent Voice and Video Escalation
How to Enable
Voice and Video Escalation is available as a Premium License, or during the trial period.
All organizations using Live Assist for Microsoft Dynamics 365 version 3.7.0 (April 2018 release) or later, can be enabled with Voice and Video Escalation feature. If your organization was created prior to this version, you can still use Voice and Video Escalation, but you must update your Live Assist for Microsoft Dynamics 365 tag , which you include on your web pages. Before doing this, Contact Support to request that this feature is enabled.
If your trial has expired, Voice and Video Escalation is available only if you have a Premium License.
For two-way voice and video communication, the agent and customer require the following:
- Intel Core i3 processor or equivalent, or later
(3rd generation Core, Sandy Bridge, January 2011)
- 4 GB of RAM
- Web camera
- Speakers or headphones
See also: Platform and browser support
Live Assist for Microsoft Dynamics 365 voice and video optimizes the experience based on network conditions.
We recommend that endpoints can sustain network speeds of 1.5mbps upload, and 1.5mbps download to Live Assist for Microsoft Dynamics 365.
The following ports are used for Live Assist for Microsoft Dynamics 365 voice and video.
|443||TCP||Meeting-specific web content and WebSockets for meetings data|
|1935||UDP||Flash client connections|
|1936||TCP||Flash client connections|
WebRTC NAT traversal
WebRTC NAT traversal
|7443||TCP||WebSocket for call signaling|
|30100 – 30700||UDP||Call media and control|