How to Answer an Audio or Video Call

Solgari Converse will notify the user of an inbound call - you will get an audio notification as well.

Note! For anyone using Google Chrome, we recommend whitelisting the D365 instance URL in Google Chrome to ensure audio notifications are always played - see instructions here.

To answer a call (audio or video) click on the answer icon (1) when you see the incoming call To reject a call, click the adjacent red icon. if video is enabled by the calling side you can turn on video by clicking on the camera icon (2) -  Video will only be available when the external party initiates it. Video will not be automatically sent from D365 when answering a call - the user will need to enable it. Agent extension needs to also be set to allow Video - see below instructions.
a video screen will replace the buttons  To switch off video, simply click on the video screen (3) - video will no longer be sent and the view will return to the default.
While on a call, further options are shown 1. Mute microphone 2. Go to Keypad 3. Place call On-Hold 4.  Blind Transfer 5. Attended Transfer (under construction) 6. Enable video

How to Allow Video on Agent Extension

Scroll to the last menu option, 'Media', and click on Video to turn this on. This is Off by default and needs to be turned on when needed.

Notes;

- Caller ID shown for inbound Connect calls and chats has eight digits and it starts with a 9, as shown above. Customizations on customer journey and gathered details can be discussed.