As a mobile agent, you can add multiple attendees to your visual support session using the multiparty feature. Using this feature, mobile agents can have:
- Expert Escalation
- Peer Problem Solving
- On-The-Job Training
- Multiple guests
You can change any attendee to the active guest, toggle on or off cameras, mute or activate microphones, and use other features enabled in the use case.
Attendees and guests can join a multiparty call using an app, no-app experience, or with WebRTC.
Requirements
- Mobile agent user account set up by a SightCall admin
- SightCall mobile app installed for the agent
- Mobile agent registered with the SightCall app
Starting a session and adding attendees
To start a session and then add one or more attendees:
- Sign on to the SightCall app as an agent on your mobile device.
- Select the Live Video Support option to start a video assistance session.
- Select a multiparty use case.
- Select other options as desired for the session and invite a guest. Select Send to initiate the session.
- After the guest joins the session, select the Multiparty icon in the upper left.
- Select the + on the Participant list to add people.
- Enter a phone number for SMS or email address. Select the + to add the participant to the invitation list. Add additional participants, if desired.
- Select Send invitations and then Close to minimize the participant list.
NOTE: A multiparty session is active until you (the agent) end the call. Guests or attendees leaving does not end the call.
Options during a multiparty call
Once the participants join, you can mute or unmute their microphones or change roles so an attendee can become a guest using the Participant list panel.
You have options for a guest’s and attendees’ Camera (1), Guest (2), and Microphone (3). If the guest or attendee has not given permission for the camera or microphone, these options might not be available.
|
Number |
Icon |
Action |
|
1 |
Camera |
Toggles guest’s camera on or off. Outline indicates off. Select the icon to turn the camera on or off. |
|
2 |
Star |
Indicates the session guest. Colored icon indicates active guest. Selecting a non-active star (outlined icon) changes the active guest. |
|
3 |
Microphone |
Toggles the guest’s or attendee’s microphone on or off. A line through the microphone means it is muted. Select the icon to toggle it on. |
Switching the guest’s and attendee’s roles
Guests have access to more features in a SightCall session such as photo annotations, picture, measurements, and others. Being able to swap an attendee to the active guest means any attendee can use these additional features.
To change the active guest:
- During a session, open the Participant list by selecting the Multiparty icon.
- Locate the attendee.
- Select the Star icon next to their name.
- Tell the attendee to select Accept when prompted to change their role to a guest.
Muting an attendee or guest
As an agent, you can control whose microphone is active or muted using the Microphone icon on the Participant list.
To mute or unmute a participant in a support session:
- Select the Multiparty icon to open the Participant list.
- Select the Microphone icon of the person you wish to mute or unmute.
- An outlined Microphone icon with a line through it indicates that the microphone is muted.
- A solid Microphone icon indicates active status.
Removing a participant from a call
In some cases, you may wish to remove an attendee or guest from a call.
To remove a participant from a session:
- During a session, open the Participant list by selecting the Multiparty icon.
- Locate the attendee.
- Swipe from right to left to kick a participant.
- If prompted to ask for confirmation, select Kick out.