Overview of Video Channel Functionality

The Video Channel in TrueEngage allows the setup of both audio and video calls between an agent and a customer. The system leverages SIP (Session Initiation Protocol) for audio connection, while the video stream is handled through the TrueEngage VisitorJourney application using WebRTC technology.

When the TrueEngage solution is installed, the install wizard automatically adds a DID (Direct Inward Dialing) number to your organization. This DID number can then be associated with a CallFlow, which enables the recording of conversations. This ensures that all audio communications through the Video Channel can be captured.

Alongside the SIP audio connection, video is transmitted through a secure WebRTC channel within the TrueEngage VisitorJourney app. This allows for real-time video communication between agents and customers, enhancing the overall interaction experience.

Configuration Guide

Step 1: DID Number Assignment

• During the setup of TrueEngage, the installation wizard will automatically generate and assign a DID number to your organization.
• This DID number must be attached to the appropriate CallFlow in your telephony infrastructure. This ensures that the audio portion of the communication is handled and recorded efficiently.

Step 2: Configuring the CallFlow

• After the DID number is assigned, navigate to the CallFlow configuration within your TrueEngage platform.
• Map the DID number to the desired CallFlow to ensure that all incoming calls to that number are properly routed and that conversations can be recorded.

Step 3: WebRTC Video Stream Setup

• The video stream is managed via the TrueEngage VisitorJourney application.
• Ensure that the VisitorJourney app is integrated into your customer engagement workflow for seamless video communication.
• Video connections are established using WebRTC, which allows secure, real-time video streaming.

FAQ

• I am unable to receive video during a video call, but audio is working fine.