Keyfax Two Way Call

Learn how to start a Keyfax KeyNect call via Keyfax.

Watch this video to see a demonstration of KeyNect being launched by Keyfax.

There are two ways to start a KeyNect call in Keyfax.

1. Using the Video anywhere icon from the navigation bar. This appears when the user is on a question.

1. Creating a question in Admin Tools and adding this to a specific script step.

Call Classifiers

The call classifier for the Video Anywhere and Question Type is set within the Keyfax configuration by Omfax Support for the following classifiers:

• Two way calls from anywhere within Keyfax

• One way self service video calls

• One way self service audio calls

Note: 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.

Video Anywhere

1. Click the “Video anywhere” icon at the point you want to create a KeyNect call.

1. Enter the tenants “Name”, “Mobile” and “Email” (optional). These fields can be pre-populated using databoxes.

Note: If the default text of “Not Found” is displayed it must be deleted or text entered in order to progress.

1. Click “Send Link & Join Video Call”.

2. Click “Join Video Call”.

1. Mobile user joins the call.

2. Once connected, the KeyNect call then follows the process explained here: KeyNect Two Way Call.

3. End the KeyNect call and close the tab for the KeyNect call.

4. A record of any resources will appear in the Keyfax window. Clicking a file will open it in the KeyNect portal.

1. Click “Submit Video Call”.

2. Click “Submit Video Call” again.

1. Complete the script as required.

2. A copy of the media files will be available in the Current Call tab.

1. And on the results summary page.

1. Any “Call notes” captured on the KeyNect call will be stored in the “Additional information” field:

15. Click “Submit” to complete the script.

1. 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.

Video Question

You must already have a Video Call question in a script. Here’s how to create one:

1. Create a Video Call question in Admin Tools.

1. Choose whether to make the question mandatory or not. Databoxes can be used to pull through the tenant’s name, email and mobile number if available.

1. Add the question to the relevant script path.

1. The user will be presented the question in the script, with the option to SKIP. The users name, mobile and email will be pulled through if available or show as “Not found” if unavailable.

1. Follow the same process as earlier to start and join the KeyNect call.