Video calling - build an off-site KIOSK where customers can either “join video meeting” or “start a video call”

Liberty Create - Build Advice
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We want to build an off-site KIOSK where customers can either “join video meeting” or “start a video call” to speak to a customer services agent (some residents may be without a computer, homeless etc.)

Any ideas on how we could achieve this using Liberty Create / Teams would warmly welcomed!
Do you have any further details regarding the video call part of Converse CX?

Thanks :mailbox_with_no_mail:

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Hi Jonathan - I have started exploring this documentation recently within a Create app, so the documentation may help you too. I’d be happy to follow up when I’m further down the line.

https://docs.netcall.com/docs/liberty-create/2024.1/build-studio/microsoft-teams

What I see across different markets is that Video Calls are often being scheduled in advance to ensure an agent is available, although I do also see a few organisations exploring Video as a replacement for ‘one stop shop’ advisors which could make it more on-demand.

Converse CX Video is also very useful but is largely where an interaction needs to be ‘escalated’ i.e a caller needs to show you some damage. It is one-way at that point but allows advisors to take screenshots etc which is very useful.

1 Like
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Thanks for that Lewis, looks promising.
I found this information in System Variable > Enable Microsoft Teams – which should help me delve further.

This setting is used to enable Microsoft Teams integration within your application. This is useful as it provides you with a mechanism to be able to setup, configure and integrate hosting Microsoft Teams calls within Create.

Note: You will need a Microsoft Azure instance to configure the integration.

Once this setting is enabled, you will be offered with further settings allowing you to setup the integration with your Microsoft Azure. Before your application can integrate with Microsoft Teams, you will need to ensure that your Microsoft Azure account has the necessary pre-requisites so that Liberty Create can hook into the APIs

Configuring Azure
The below will describe what is needed to configure your Azure account, however you can find further detailed documents within Microsoft’s documentation. Majority of the configuration will require admin access to the Azure portal to assign the necessary permissions.

  1. Firstly, you will need to create a Resource Group.
    This is a container that allows related resources to be linked together.

  2. After this you will need to create an App Registration.
    This allows Liberty Create to connect to the Microsoft API’s without specific user credentials; the app is instead used to authenticate the API calls. You will need to enter the application URL.

  3. In the Authentication tab

  • In the ‘Web’ section add the Create App domain name Redirect URI (e.g. https://domain.oncreate.app/azure_oauth_redirect)
  • In the ‘Front-channel Logout URL’ enter the app domain logout path (e.g. https://domain.oncreate.app/logout)
  • Set the supported account type as ‘Accounts in this organizational directory only (Single tenant)’
  • In the overview tab of the App Registration there is a ‘Application (client) ID’, keep note of this ID, it will be needed later.
  1. In the Certificates & Secrets Tab
  • Create a new Client Secret
    5.Note:* The Client Secret Value will need to be stored in Liberty Creates System Variables.
  1. In the API Permissions tab
  • Add a new ‘Microsoft Graph’ permission.
  • Select the following from the application permissions:
    Calls.AccessMedia.All
    Calls.Initiate.All
    Calls.InitiateGroupCall.All
    Calls.JoinGroupCall.All
    Calls.JoinGroupCallAsGuest.All
    OnlineMeetinArtifact.Read.All
    OnlineMeetings.Read.All
    OnlineMeetings.ReadWrite.All
    Team.Create
    Team.ReadBasic.All
  1. Now the Delegated permissions are required:
    In the API Permissions tab
  • Add a new ‘Microsoft Graph’ permission.
  • Select the following from the delegate permissions:
    OnlineMeetingArtifact.Read.All
    OnlineMeetings.Read
    OnlineMeetings.ReadWrite
    User.Read
  1. Now the communication services are required:
    In the API Permissions tab
  • Add a new ‘Microsoft Graph’ permission.
  • Select the following from the communication services:
    Teams.ManageCalls

  1. Finally click the button for ‘Grant admin consent for …’ to apply the necessary permissions level.

  2. Next, we need to create a Communications Service
    This is a communications service allows Liberty Create to host the calls via keys generated in the final step.

  • Search for Communications Resource & click Create.
  • Assign it to the resource group created earlier
  • Provide it with a name & set the data location – this should be the same as your Resource Group.
  • Once created, view the Communications Resource.
  • In the Sidebar under Settings select Keys
  • Generate new keys. Keep note of the endpoint and primary key, as they will be needed later.