Call Notifications

This article will guide you on how to receive and accept or reject call notifications on the web and on the mobile apps.

Web Notifications #

1. Login to the Video Service Desk dashboard as an agent.

    

2. Google Chrome is the recommended browser for using Video Service Desk on the web.

    

3. Click Login to the queue.

4. Now when you receive a call notification, you can either click Accept or Reject the call. In case you are on another tab you would hear a ringing sound. Please make sure that your device's volume is up.

    

5. If you do not Accept or Reject a call, the call will timeout automatically and move to the next available agent. The timeout is set by the admin in the Account Settings.

6. You will also see Desktop Notifications. Please note that Desktop Notifications won't work in Focus Mode or if you are sharing your screen using Video Service Desk or any other application. Please allow Video Service Desk to show Desktop Notification whenever you see the prompt.

    

7. Finally, you can see the details that the customer has filled in the call notification, before picking up the call. So, you can already know their address, phone number etc. Language, Call origin location (Client Location) and Call Type are already included in the notification.

    

8. More customer fields can be shown on the call notification by using Show on Call Popup option in the admin dashboard, Clients section.

App Notifications #

1. Login to the agent app.

    

2. Now when you receive call notification, click Answer.

    

3. Sample notification on Android App is as shown below.

    

   

4. Sample notification on iOS App is shown below. Note that you will not be able to see the call origin location in the iOS app.

5. Now you must accept certain permissions such as for Microphone and Video.

6. Once this is done, you will be directed to the call.

7. You can now chat with your customer.

8. Once the conversation is over, you can end the call.