TrueEngage Video Overview

This integration allows visitors to initiate a live video session with contact center agents seamlessly, ensuring secure, high-quality real-time communication that combines audio and video channels.

How the Integration Works

1. Visitor Initiates Video Call
   • A website visitor starts a video call directly from the TrueEngage widget.
   • The widget creates a secure video session through the Vonage Video API, which establishes the connection between the visitor and the agent side.
   • The call setup process also initializes an associated audio channel following the WebRTC call architecture for synchronization.
   • For details on audio configuration and signaling, refer to the WebRTC architecture documentation.
2. Processing the Call
   • The visitor’s video session request is authenticated through TrueEngage’s session management.
   • TrueEngage connects to the Vonage Video API to create or join a session, generating the necessary tokens for both participants (visitor and agent).
   • Session metadata (including session ID and participant details) is logged and associated with the active Genesys interaction.
3. Inbound Call Routing
   • The TrueEngage system routes the session to the configured Genesys Cloud DID.
   • The Genesys administrator defines a Call Flow for this DID in Genesys Cloud, ensuring that incoming video call requests are routed to the right queue or agent group capable of handling video interactions.
4. Establishing the Video Session
   • When the agent accepts the video interaction, the embedded agent app connects to the same Vonage session as the visitor.
   • The session now supports two-way audio and video, secured and managed by Vonage’s media infrastructure.
   • Video quality, codec negotiation, and bandwidth optimization are automatically handled by Vonage Video API.

Technical Configuration

• DID Configuration
  • DIDs for video calls are configured through the TrueEngage Management Panel.
  • Each DID is linked to a specific video call flow and corresponding Vonage session parameters.
  • Administrators can assign unique DIDs for different video entry points or service queues.
• Call Flow Assignment
  • Each DID should have a defined Call Flow within Genesys Cloud, ensuring the correct routing of video call requests.
  • Agents in the designated queues must have access to the TrueEngage Agent App, which embeds the Vonage client and enables real-time participation in video sessions.

Security & Network Requirements

• Media and Signaling Security

  • All signaling and media traffic is encrypted using TLS and SRTP to ensure secure communications.
  • The Vonage Video API manages signaling over HTTPS (TCP 443) and media over UDP (port 3478).
  • Agents and visitors connect via Vonage Media Servers, which dynamically handle TURN/STUN connections for NAT traversal.

• Required Network Configuration

  To ensure optimal video and audio connectivity, refer to Vonage’s official network requirements:

  🔗 Vonage Video API Network Connectivity Requirements

Additional Information

For more information on integrating TrueEngage with Genesys Cloud for video interactions, refer to the following resources:

• TrueEngage WebRTC Architecture (for Audio Configuration)
• Genesys Cloud - Manage DID assignments