If the Agent starts a call with the Guest and suddenly encounters an issue where the video feed window appears black/gray and only Local Console Controls shows up (no Remote Console Controls), then it is possible that the UDP port is blocked in the Agent's network.
To fix this issue, get your IT team involved to make sure your network meets our Network Requirements. If it's determined that the UDP port cannot be opened by your IT team, please contact SightCall Support for further assistance.