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How to enable SMS-driven video on PSTN calls in Genesys Cloud

The PSTN-to-video upgrade adds a video session to an active PSTN call without ending it. The agent sends a one-time SMS link from the TrueEngage Agent App; the customer opens it in their mobile browser to join.

Prerequisites

Before you begin, make sure you have:

  • Video Upgrade for PSTN Calls add-on enabled on your TrueEngage subscription
  • A working PSTN calling setup, with an agent on a queue able to answer a call
  • An active SMS number configured in Genesys Cloud
  • For the customer: a mobile phone that can receive SMS and open links in a browser with camera access

Open Channel Upgrade

Location: Genesys workspace > active PSTN call > TrueEngage Agent App > Channel upgrade

With the customer connected, open the TrueEngage Agent App for the call and expand Channel upgrade if it is collapsed.

Check the following fields before sending:

Field

What to select

SMS Configuration

The SMS configuration for the invitation

Phone Number

Pre-filled with the caller's number. Confirm it includes the international country code, or enter another SMS-capable number agreed with the customer

Send the Video Offer

  1. Tell the customer you are sending a video invitation by SMS.
  2. Select Send Video Offer. TrueEngage generates an SMS with a one-time link and sends it to the number shown.
  3. Confirm with the customer that the SMS has arrived. The link is valid for 15 minutes.

The customer receives a message in this format: "Hello, join the video session using the following link:" followed by a meet.trueengage.com link.

Join the Video

Ask the customer to open the link and follow the prompts on the video page, allowing camera access when asked.

Once the customer joins, the video opens inside the TrueEngage Agent App on the agent's call. The bar at the top shows the session timer and controls for microphone, camera, end session, and more.

The PSTN call continues alongside the video session. Call audio is not routed through the video.

Notes and Warnings

  • The one-time link is valid for 15 minutes and cannot be reused after the session ends.
  • The customer opens the link in their mobile browser. No app installation is required.
  • Camera and microphone permissions must be granted by the customer when prompted. If the customer declines or if their browser blocks permissions, the video session will not start.
  • The Phone Number field is pre-filled with the caller's CLI. If the number is not SMS-capable or does not include the country code, enter a confirmed number before sending.

First-test Checklist

For your first test, confirm that:

  • The SMS arrives at the intended number
  • The link opens in the phone's browser
  • The customer can grant camera and microphone permission
  • The agent sees the customer's video in the TrueEngage Agent App
  • Call audio behaves as expected while video is active
  • The link cannot be reused after the session ends

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