Configuring video assistance

Prerequisites

• You need access to Sinch Voice & Video. Note that this is an additional service billed separately from Sinch Contact Pro.

• Your system must be configured for sending SMS messages. Sinch Conversation API and Sinch SMS are typical solutions for this. Read more in the System Configurator document. In addition, agents need to have Serve rights to the SMS queues.

• You need to have an anonymous user configured in your system. For more information, see the System Configurator document's User and Role Management section.

• In Infrastructure Administrator, the ECF Web Server variable Anonymous RI allowlist must contain value ^GET /cmi/url/redirect/[A-Za-z0-9_-]{22}$.

Configure

1. In Sinch Build at https://dashboard.sinch.com/login, create an app for Voice & Video.

   If you have an existing app and don't need separate logs for different uses, you can use it instead of creating a new one.

   

2. Open System Configurator and add a secret for your Sinch Build app to System Management > Secrets manager:

   • Authentication ID: key of your app

   • Secret: secret of your app

   

3. On the System Configurator main screen, choose Queue Management > Communication Panel Extensions.

4. Click Add New.

   A popup window opens.

5. Select Video assistance.

   An empty third-party extension configuration appears.

6. In the Basics block, enter the following information.

   Field	Description
   Name	Enter a name for the extension. The name is only shown in System Configurator.
   Description	This field is optional but you can enter a free-form description for the extension.
   Title	Enter a title for the extension. The title is shown in Communication Panel. If you're configuring several video assistance extensions for the same queue(s), make sure the titles are different so the agent knows which one to open. You can also use different icons (see below) to identify the extensions.
   Icon	We suggest using icon sap-icon://web-cam. If you want to use a different icon: Go to SAPUI5 Icons. Search for the icon and then choose it. Copy the name to the Icon field.
   URL	Enter the URL to the customer-facing user interface (UI). To create the customer-facing UI, see instructions in Github.
   Ordinal	Define the listing order of the extensions. The range is from 1 - 100, 1 being at the top of the listed extensions in the Communication Panel extension area. If you enter 0 or leave the field empty, the extension will be shown at the top of the listed extensions in the CP extension area. If you use the same ordinal number for different extensions shown in the same views, CP will show them in alphabetical order.
   Extension placement in Communication Panel:	To enable this extension, select the Conversations view field. To disable the extension, deselect the field.

7. In the Video assistance block, enter the following information.

   Field	Description
   Sinch Voice & Video app secret	The name of the secret of your Sinch Build app in Secrets manager
   Invitation URL	URL to your visitor ECF server The URL depends on your environment but typically ends /ecfs/RI/cmi/url/redirect/.
   Invitation message	Enter the message you want the agent to send to the customer when inviting them to share video. You can specify the location of the link in the text by using the placeholder {LINK}. If you don't use the placeholder, the link will be added to the end of the message.

8. In the Queues block, add the queues for which you want the extension to be used.

   Note:

   You must also define queues for outgoing calls. The queue's number is used as the visible A number and shown to the customer in an outgoing call.

9. Add the following rights to agents for user groups, roles, or users:

   • View right to the Communication Panel extension: object type Communication Panel extensions

     

   • right to user service Video assistance

     

   • Serve right to the SMS queue used for sending the invitation

     

10. Save the extension.