The purpose of this guide is to explain how to accept or reject a video call, what the information shown in the CallPop means, and navigate video call controls
Video Calls are subject to limited availability.
How to Accept or Reject an Inbound Video Call
(A) Active Agent - To accept video calls, the Agent must be signed into the Contact Center and have their status set as "Ready." Note: Video Calls are not available for location users; only Agents. Video calls must also be activated on your account and enabled for that particular location.
(B) Caller Name - This is the name included when the video call was initiated. This isn't required and will be blank if the caller didn't provide a name.
(C) Phone Number - This is the phone number included when the video call was initiated. This isn't required and will be blank if the caller didn't provide a phone number. This information is what the system uses to match against Customers, Leads and Previous Customers. If nothing was provided when the video call was initiated, Storable CRM will open the Greeting card when answered.
(D) Call To - This is the location the caller directed their video call to and is tied to the location's URL. Users with administrative access can refer to (F) for more information on where to find the location URL.
(E) Queue - When video calls were enabled for your account, the system created one, exclusive video call queue. If your management team changed the queue's name from Video Calls to something else, that will appear here instead.
(F) Accept - Click to accept the video call and a separate tab will open. This allows you to work inside Storable CRM in one tab with the video call appearing in another. Recognized phone numbers will open in their respective Lead or Customer card. Unrecognized calls will open to the Greeting tab. Note: You must have a microphone and speakers. While a camera is not required to accept a video call it is generally expected.
(G) Reject - Click to reject the call and it will be presented to the next available Agent. Note: Depending on your management team's setting, your status may be set to Inactive after rejecting a video call.
How to Navigate Video Call Controls
These features appear at the bottom of the video call screen.
Accepted video calls open in a separate tab from Storable CRM allowing you to work while conducting the video call at the same time.
You must be signed in as an Agent to have video calls presented to you.
(A) Camera - This controls whether or not your computer's camera is on. Upon answering the video call, your camera will automatically be active. Click to turn your camera off.
(B) Mute - This controls whether or not your computer's microphone is on. Upon answering the video call, your microphone will automatically be active. Click to turn your microphone off.
(C) End Call - Click to end the call for both parties.
(D) Timer - The timer begins the moment you answer the video call and ends when you select to end the call (C).
(E) Recording - If your management team has enabled the Record Video Call feature, this appears reminding you that the video call is being recorded. The Recording indicator also shows to the caller. Video call recordings appear in Lead or Customer history and when processing uncategorized video calls.