Configuring Bidirectional Video
Learn how to configure biderectional video in a skill.
Prerequisites
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Have a user with:
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Permissions to use the Contact Center and Analytics Studio (CCAS).
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Group Supervisor or Manager.
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Have the user logged to the CCAS.
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Have created, at least, a team.
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Have activated a Voice Skill Type
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Have created, at least, a skill of Voice Skill Type.
TIP: Open the CCAS while following this how to guide.
Steps
1. Open the Teams app
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In the bottom left corner of the CCAS desktop, click the icon App (
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Scroll down until you section section Management.
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Select Teams to open the Teams app.
2. Edit the team
In the Teams app screen, proceed as follows:
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Locate the team you want to edit. For example,
Doc Support. -
In the top right corner of the team tile, click ….
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From the dropdown menu, select EDIT.
3. Configure the skill of Voice Skill Type
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In the top of the selected team screen, select Skill.
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Click the voice skill to open the accordion.
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Scroll down until you find the VIDEO SETTINGS separator.
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Fill the following fields:
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ALLOW VIDEO: Select
Bidirectional. -
ADD BACKGROUND IMAGE: Select
Yesto add a background image for the operator.
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Click Upload and select an image from your computer. Images must have the following characteristics:
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Minimum and Ideal Size: 640 x 480 px
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Maximum Size: 1920 x 1440px
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Allowed file types: jpeg, jpg, png
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Aspect ratio (Width:Height): 4:3
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In the top right corner, click
Save.
Result
After clicking Save, operators and customers can add video to a voice call to communicate face-to-face.