SOS Integration
Voice and Video Interaction Overview
to Administrators: For information on setting up SOS communication, see Configuration: Emplifi SOS.
SOS communication allows your customers to chat, voice call, or video call an agent directly from your webpage, mobile app, or messenger platform on any device. A customer clicks the TALK button to initiate a conversation with an agent, which can easily be turned into a voice or video call. The customer has the option to mute a call, end the call, or turn the video on or off.
The video call feature allows a customer and an agent to see each other as they discuss an issue. The customer can video share information, as well as show the agent a product issue they are experiencing.
Using SOS
When a call comes in, you will see and hear the SOS headset icon jingle. To start the call, click on the headset. This automatically opens a new case that includes the phone number from the incoming call.
For more information about the headset or other features of Emplifi Agent Interaction, see Starting Emplifi Agent Interaction.
During a Call
The screen displays a new case for the call and the chat or video window. If it is a video call, then you see the customer as well as a smaller mirror image of yourself. Click the thumbnail of yourself in the video box to shift it to the opposite side.
At the top of the interaction window, you have several controls:
Icon | Button | Function |
|---|---|---|
 | Video | Enables and disables dual-video feeds. When disabled, it displays with a red slash:  |
 | Camera | Takes a snapshot of the user. |
 | Eye | Blurs your view of the user. For example, use this button if the image is inappropriate. When clicked, it appears with a red slash:  |
 | Microphone | Mutes the audio and hides the video feed. For example, use this button if you need to sneeze. When clicked, it appears with a red slash:  |
 | Launch Case | Launches user information into a new case. |
 | Box | Makes the video panel larger or smaller. |
 | Line | Minimizes the video panel. |
 | Close | Closes the video panel and disconnects the call. |
Taking a Snapshot
You can take a snapshot of the video at any time.
To take a snapshot:
Click the Camera button to take a picture and open it in the snapshot window.
From the snapshot window, select one of the following options:
Save to Case saves the image to the case relevant to the call.
Take Snapshot takes another picture, replacing the original.
Close dismisses the snapshot window. The picture is not saved.
Dual Video Functionality
If you have a license for SOS that includes video and you have two cameras attached to your computer, you can activate and use dual video feeds at any time.
To activate Dual Video:
Sign in to Emplifi Agent.
Select User Profiler > Set SOS Media Options. The SOS Media Options window will display.
From the Audio Source list, select an audio source.
From the Primary Camera list, select the main camera to use during the call. If you do not do this before your first SOS call, a dialog displays after picking up the call.
Click Save.
When on the call, secondary video is disabled by default.
To enable the secondary video feed:
Click the Video icon. The secondary video feed displays as the biggest screen. You can turn off dual video at any time during the call.