Video Call
Integrating video recording sessions with your scripts
Keyfax supports integration with Keyfax KeyNect to allow you to integrate video with your scripts meaning you could, for example...
Capture ASB as it is happening
Have subject matter experts assist on more difficult repairs without attending to ‘inspect’
Have advisors help residents who are vulnerable (or who have poor eyesight) by
Confirming what the boiler make is
Talking them through resetting the boiler
Just seeing exactly what the issue is
Note that Video Calls may not be configured in your installation. For more information contact Omfax Systems.
Choose Video Call from the Questions list and you will be presented with this screen:
Properties
Admin Display - a descriptive name to identify the Question within the system
Operator Display - the Question text as displayed to the Operator
Full Name - The name displayed in the SMS and email
Email - The email address of the recipient
Mobile - The mobile number of the recipient
Mandatory - Determines if a video call must be completed
Record value - Records the URLs of any captured media in the recorded text
Auto-populating the question's fields
To automatically populate the Full Name, Email & Mobile form fields that appear when the Video Call question is presented within Keyfax scripts you can use the Full Name, Email & Mobile data sources available when editing the question via Keyfax admin tools to control how these fields are populated...
User Experience
In the scenario where there is a need to start a video session with a caller, the advisor/call handler can proceed to a Video Call question where they will be presented with the following dialogue
Click “Send Link & Join Video Call”.
Click “Join Video Call”.
Mobile user joins the call.
Once connected, the KeyNect call then follows the process explained here: KeyNect Two Way Call.
End the KeyNect call and close the tab for the KeyNect call.
A record of any resources will appear in the Keyfax window. Clicking a file will open it in the KeyNect portal.
Click “Submit Video Call”.
Click “Submit Video Call” again.
Complete the script as required.
A copy of the media files will be available in the Current Call tab.
And on the results summary page.
Any “Call notes” captured on the KeyNect call will be stored in the “Additional information” field:
Click “Submit” to complete the script.
The URLs for the media files can be recorded in the description and are also returned as part of the Keyfax Export XML details. Workflow may be needed within your IT systems to write the URLs into the Housing Management System.
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