If the feature is enabled in your organization, you can initiate a voice or video escalation. This article will explain how.
Important: If the visitor is using a mobile device, do not try to initiate a voice or video escalation. These are not yet supported on mobile devices. Check the visitor context information first. Confirm that the visitor device is desktop or that the visitor OS is a desktop OS.
How to initiate a voice or video escalation
In the agent widget, click on the "video" icon to start a video call.
If you want to start start an audio only call instead, click the "phone" icon.
Note: The first time you initiate a call this way, Live Assist for Microsoft Dynamics 365 will ask to use your camera and microphone. You must click Allow for this feature to work.
As an example, if you are using Google Chrome the notification will look like this:
The notification pop-up in other browsers may look differently but still needs to be accepted.
Completing the connection
After you initiate a voice or video escalation, the video panel will open in a pop-up.
At the same time, the visitor will be invited to click Accept to join the call.
After the visitor accepts, a video panel opens. The visitor must then click Join to start the call.
If either you are the visitor needs to change the camera or microphone/speakers in use, click on and select the most appropriate device.
Note: The video window language, both on the agent and visitor side, is dependent on the Browser and not on the Dynamics language settings. You may need to update your browser language setting in order to match your Dynamics settings. The text for the video or voice escalation invitation messages will be translated according to the conversation engagement language settings if the browser language is also set to the same as the engagement language. The same goes for canned messages too.
Adjusting settings and ending the call
- If the visitors needs to minimize the video window, to view more of their screen, they can click on
- When you have finished the voice and video conversation, click then click to end the call.