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Genesys Cloud

Welcome to the setup process of auvious virtual counselor.

This is the initial setup screen that will appear immediately after enabling the Auvious Video Counselor application from within your Genesys Cloud platform.

Setup

Overview

This is an overview of the Genesys cloud specific settings. Please refer to the Settings section for a complete list of the available settings.

Integration

Select the instance you are setting up right now. This option appears only if you have more than one unconfigured instance of the Auvious Video Counselor.

Storage

Configure and test your organizations preferred storage provider and all storage dependent services including recording options, file transfer settings and background effects.

Storage configuration can be performed at anytime by accessing the settings page from the main application panel.

Setup

Click Next to start the setup or Skip to run it at a later time. You can edit your recording options at any time through Settings. Read the Storage Configuration section for more details on how to set up your storage provider.

Application Configuration

Application specific options such as theming and features for agents and customers (screen-sharing, co-browse etc)

Scheduled video calls

Options specific for scheduling video calls such as setting a video on the waiting screen and widget specific configuration parameters. Scheduled video calls section for more details.

Interaction Widget

The application can also be installed as an interaction widget and can be opened from the tabs on the right of the interactions control bar.

Setup

The interaction widget is a new way for the agent to launch the auvious application in a tab inside the interaction without having to open the application from the “Apps” menu.

Setup

In order to install it click on ‘Yes, make it available’. It will be installed when you click the install button on the last step.

Specify the Integration name. We propose something simple for the agent to understand, such as ‘video call’. The default icon used is a camera icon. You can change the icon by changing the URL at

Integrations / <interaction widget name>/ Configuration / Advanced / monochromicIcon

You can have the agent automatically join the call once the integration is loaded. Enable ‘Auto-join call’ to do so.

You can also have the agent put the call automatically on hold if the agent loses focus of the video call (ex. clicks on another tab). Enable ‘Auto-hold call’ to do so.

The integration can be found at Admin / Integrations. The default Communication Type filtering is set to chat,callback. This means that the integration will appear only on chat and callback interactions.

caution

Once the installation is complete, you must assign a group to this integration in order to be visible to agents. This can be done at the “Admin / Integrations” page.

Ready to install

Setup

Once you have completed the previous steps, click to install the application. You will be presented with a link to Continue your application. By clicking it, you will be redirected to the Auvious Video Counselor application landing page. This will be your welcome page every time you open the application.

After a few minutes you will be prompted to refresh the page because of an updated application configuration. This is expected because of the installation. You can just refresh the page once you land on the welcome page.

You can revisit these Settings at any time by selecting the “Settings” option from within the main panel, in the top right corner of the application.

note

You must have an Administrator role or have the permissions 'integrations: integration:add’ & 'integrations:integration:edit’ assigned to your role to be able to view the "Settings" page.

caution

Your organization will only be able to use Auvious after the integration:auviousApps:view permission has been granted by an administrator.

Please do this now for all users who will be using Auvious.