Connection

A list of common questions and known issues around connectivity.

The desktop user is seeing a grey/black screen when the mobile user has connected to the call

The mobile user's camera has likely not been enabled/granted access.

On Apple devices the user will be prompted to click the camera icon located in the address bar.

Which browsers is KeyNect compatible with?

Please see our System Requirements page for details.

There is no audio or only audio from the advisor on a video recording

The audio from the tenant (callee) may not be captured when recording video in the following scenario:

• A staff member is calling from their mobile to the callee’s mobile and initiates a KeyNect call. In this situation, the mobile device may prioritise the mobile phone audio channel.

There is feedback/echo when on mobile to mobile and a KeyNect call

When experiencing feedback or echo on the call, muting the desktop can sometimes alleviate the issue, although no audio from the desktop user will be recorded on any resultant videos recorded during this time. It must also be noted that the feedback can be caused at the mobile device’s end of the call where requesting the mobile device user to mute there may help, in this case there will be no audio on recorded videos from the mobile device end of the call.

The audio volume is way too high either during a call or when playing back an audio or video call

You may need to adjust the audio gain setting against the call classifier being used. The higher the number the louder the audio may be. Try setting around 1-4.

The SMS/Text message has not been delivered to the recipient

Check you have entered the correct mobile number/email address for the recipient when creating the call.

Allow about 30 seconds for the message to arrive (there may be network issues causing the delay).

Contact Omfax Support to ensure there are sufficient credits to send messages. Omfax are responsible for purchasing credits.

The recipient did not receive the custom SMS template

In the event that the SMS exceeds 160 characters a hard-coded template from the KeyNect configuration will be sent in its place.

This will be sent as “{TenantName}, Please tap the link to join the video chat call {VideoCallLink}”.

If this still exceeds the limit, because of the tenant name being too long, then the SMS text will be reduced to “Please tap the link to join the video chat call {VideoCallLink}”. This will always succeed.

Users can monitor outgoing messages of this sort via the report ‘SMS and Email Audit Log’ within the Reports tab.

When trying to join a call as a desktop user it displays the message “Listening for Incoming Video Call”

Possible reasons include:

• The call referenced by the id (the GUID in the URL) has already ended

• The server is uncontactable

• The user is signed into two or more KeyNect accounts. Entering “&forceLogin=true” onto the end of any KeyNect URL will force the user to sign in again.

The mobile user is seeing the message “Video Link Interrupted” during a call

The video stream that is being sent from the mobile device to the desktop device (through the browser’s support for WebRTC video calls) is monitored to see how many video frames have been received by the desktop every 7 seconds.

If the number of frames received in the last 7 seconds is zero then the message "Video Link Interruption" is displayed on the mobile device. This gives an opportunity for the mobile device user to pause their actions for a moment and confirm the desktop user can still see what the mobile device is ‘seeing’. It is clear on the desktop device that this is the case as the video is ‘frozen’ on the last frame received. This occurs (most usually) when bandwidth is reduced at the mobile device side of the call – this can be due to network usage changes (e.g. by PlayStation) or simply that more bandwidth is being used by the KeyNect mobile app; the only use case where the KeyNect app uses significantly more bandwidth (which might affect the video feed to the desktop) is in the event of KeyNect photos being taken.

The mobile camera cannot be selected when on the KeyNect call

Check whether the mobile user has opened their phone camera app. Opening this can take over the camera feed from KeyNect. If this is the case, ask the user to close the camera app, close the KeyNect call and re-join from the SMS/email.