##### USING Basic GENESYS DESKTOP Functions > handling VIDEO sessions

# Video Session Window Interface

Many companies and services are using video sessions to interact with their clients. There are many cases where it is beneficial to be able to see the person you are talking to, or to be able to see the object that they are calling about. You can also push a video out to your contact to provide additional information such as product demonstrations and advertising. Video interactions can enable doctors, mechanics, and technicians to visually assess a problem. If the following conditions exist, you can engage in a video conference with a contact:

- Your company has video conferencing capabilities and you have been enabled to conduct a video conference.

- You have a webcam connected to your workstation.

- The contact has the ability to send and receive a video stream over the Internet.

The contact must have a device that has video enabling technology, such as 3G mobile telephony technology, or something similar. Many mobile phones with video cameras enable video telephony access. The video camera equipped mobile phone enables your contacts to send you a video stream. The interaction begins with a voice call, then either the agent or the contact pushes a button to enable the video stream portion of the call. During a voice interaction, you can engage in a video conference with the contact by clicking the Enable Video Stream button ().

- Click the Enable Video Stream button to open the video session in a separate window.

## Action Keys and Buttons

The following table defines the functions that are available for a video session on the Video pane.

Action | Function
Conference | Enables you to make a voice conference interaction with the contact and one or more other agents. Click to select the other agent(s). For details, see Using Conference.
Conference Completed | Completes the voice conference interaction. Toggles to the Conference button.
Transfer | Enables you to transfer a voice interaction to another agent or queue. For details, see Using Transfer for Incoming and Outgoing Phone Calls.
Transfer Completed | Enables you to transfer a voice interaction to another person. Click to open a window in which you can enter a phone number. For details, see Using Transfer for Incoming and Outgoing Phone Calls.
Hold | Puts the contact on hold. Toggles to the Un-Hold button.
Unhold | Indicates that the contact is on hold. Click to retrieve the contact. Toggles to the Hold button.
Enable Video Stream | Enables you to restart the video stream if you have temporarily turned it off. Toggles to the Disable Video Stream button.
Disable Video Stream | Enables you to temporarily turn off the video stream to and from the target. Toggles to the Enable Video Stream button.
Start Push Video | Displays the Push Video selection panel.
Stop Push Video | Stops the display of the selected push video and returns the view to the video session pane.
Video pane size | The first button enables you to switch between view and preview. By default, the view is bigger than the preview. Click to make the preview bigger than the view. The second button is a pin that enables you to keep the window always on top of all other windows.
Disconnect | Ends the video session.
Mark Done | Available after you click Disconnect. Click to close the window at the end of the video session. Genesys Desktop then adds the video session to the Contact History.
Notepad | Enables you to enter comments about the current interaction and store them in the Contact History. The reason for transferring an interaction is added to the Notepad automatically. See Using Contact History Overview and Using Notepad.
Attached Data | Provides information about an interaction such as an account number or type of service. See Attached Data.
Custom Data | Custom data contains additional information related to the interaction. You can modify, but not add or delete, custom data.
Disposition Code | Disposition Code contains a checklist of options that you can click to specify the outcome of the interaction. Your system might be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might be configured so that this tab is not displayed.

## Common Interaction Panes

The right pane contains three sub-panes, Customer Records, Resources, and Co-Browse, which contain tools that are common to the different types of interactions. Toggle between these sub-panes by clicking the appropriate button.

- The Customer Records pane enables you to access the database of contacts, and the Contact History for each contact.

- The Resources pane enables you to access the Standard Responses database, which contains prewritten responses that you can use during an interaction. You can customize a response to fit the current call.

- The Co-Browser pane enables you to browse through your company's website with a customer.