Dialpad - Customer Video and Screen Sharing

In the Dialpad App:

1. Click on your Initial (top right of the screen).

2. Click on Profile.

3. Scroll to the bottom of the screen and click on “Your Dialpad meetings settings”.

4. Toggle “use a unique room URL for all meetings by default” (SHOULD BE GREY = Disabled).

• If that setting is BLUE (enabled) customers will not be able to connect to your meeting request. Make sure this is disable like the above.

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1. When customer calls in on the Dialpad app:
   • Notice the bottom call controls.
   • Notice the center information is not the current caller.

2. Click on the caller’s name on the bottom left of the screen.

3. At the top right of the middle of the screen:

• Click on the Video Button on the top right of the screen.

A text message is automatically sent to the customer’s phone number.

4. Have the customer click on the link in the text message (Join the call).

5. It will load in the browser to connect to the “meeting”.

6. Have the customer click on the continue button next to “join in the browser”.

1. Customer may be prompted to allow access to the camera and microphone;
   • Customer should Click Allow.

Customer is then prompted to put in their name, then Click Join.

Thee customer should now be in the meeting and you should see the customer’s video.

Customer can use controls on their phone to swap the video. To do this:

• Customer would click on Settings (from customer’s phone).

The settings window opens and the customer will change the Camera from Default to one of the “back” cameras;

• The screen should be facing the correct way on the customer’s phone in the preview area.
• Click on Update.

1. Now that you can see the customers camera and it is facing the correct way you can proceed on with asking the customer to show you issue or help troubleshoot.
2. When you have an idea and want to show your screen to the Customer:
   • Share Screen right from the meeting with video
   • Click on the share screen icon (slightly hidden with the two blue call outs, be careful not to select the blue bubble that says “switch call to this device” as that will move the call to our Dialpad app on the computer.

• Select the monitor or app you want to share with the customer.
  • ***Screen will show everything on the screen; if you have Parts Advisor up and showing that to the customer, then minimize the app to work in the business system before sharing the screen. If not, the customer will see that happening.
  • If you share just the APP, it will only show that app whether you minimize it and start working in a different application on the same screen.

Customer should see on their phone what you are looking at, and you should still see what the customer is showing from their phone.

To stop sharing, click on the “stop sharing” button at the top window or the screen sharing button.

To stop the video/end meeting click the hang up button on the TOP next to “Host Controls”.