Genesys Cloud - Main

 Hi Community ,

I have 2 queries on 'cobrowse for voice' and 'screenshare for voice' .

I see a co browse and screenshare with voice example at ::"https://developer.genesys.cloud/commdigital/digital/cobrowse/#co-browse-with-voice-example" ; and ::"https://developer.genesys.cloud/commdigital/digital/screenshare/#voice-to-screen-share" .But how will these files (after i have modified them with my org and deployment specific details ) will be invoked while an agent is in a voice call with the customer .
 

I think I am missing some important link here . Can someone who might have tested these 2 features , give a step-by-step process to test after I have created a basic example file ?

Thanks in advance ,

Garima

Hi Garima,

Firstly it's worth noting a new version of co-browse for voice is due hopefully in July/August. https://genesyscloud.ideas.aha.io/ideas/DIG-I-115

Current Model

When the agent is on the phone they can click the Screen Share button on the right and are then provided with the Security Key. This is spoken to the custmer (or you could have an agent SMS it with the URL) and the customer enters the number in the box on a browser page and click Share Your Screen.

You can use the link below to test.

https://developer.genesys.cloud/devapps/screen-share

 Hi Community ,

I have 2 queries on 'cobrowse for voice' and 'screenshare for voice' .

I see a co browse and screenshare with voice example at ::"https://developer.genesys.cloud/commdigital/digital/cobrowse/#co-browse-with-voice-example" ; and ::"https://developer.genesys.cloud/commdigital/digital/screenshare/#voice-to-screen-share" .But how will these files (after i have modified them with my org and deployment specific details ) will be invoked while an agent is in a voice call with the customer .
 

I think I am missing some important link here . Can someone who might have tested these 2 features , give a step-by-step process to test after I have created a basic example file ?

Thanks in advance ,

Garima

Thanks a lot Richard ! I was able to deploy and test screen share with voice option successfully.

I am now testing co browse with voice option but all it gives me is "waiting for sesssion to begin " . I am referiing to example given at : https://developer.genesys.cloud/commdigital/digital/cobrowse/#co-browse-with-voice-example . (i have modified web chat api , webchatAppUrl,webchatServiceUrl,orgid,orgguid,orgname and cobrowse api along with the deployment key as per my Genesys org .The messenger deployment has co-browse enabled ) 

Regards

Garima

Hi Garima,

Firstly it's worth noting a new version of co-browse for voice is due hopefully in July/August. https://genesyscloud.ideas.aha.io/ideas/DIG-I-115

Current Model

When the agent is on the phone they can click the Screen Share button on the right and are then provided with the Security Key. This is spoken to the custmer (or you could have an agent SMS it with the URL) and the customer enters the number in the box on a browser page and click Share Your Screen.

You can use the link below to test.

https://developer.genesys.cloud/devapps/screen-share

 Hi Community ,

I have 2 queries on 'cobrowse for voice' and 'screenshare for voice' .

I see a co browse and screenshare with voice example at ::"https://developer.genesys.cloud/commdigital/digital/cobrowse/#co-browse-with-voice-example" ; and ::"https://developer.genesys.cloud/commdigital/digital/screenshare/#voice-to-screen-share" .But how will these files (after i have modified them with my org and deployment specific details ) will be invoked while an agent is in a voice call with the customer .
 

I think I am missing some important link here . Can someone who might have tested these 2 features , give a step-by-step process to test after I have created a basic example file ?

Thanks in advance ,

Garima

I would check the console logs in the browser and see if you are getting an error with deployment key or domains. It does not currently use the web messaging co-browse feature but that should be available soon for voice.

Thanks a lot Richard ! I was able to deploy and test screen share with voice option successfully.

I am now testing co browse with voice option but all it gives me is "waiting for sesssion to begin " . I am referiing to example given at : https://developer.genesys.cloud/commdigital/digital/cobrowse/#co-browse-with-voice-example . (i have modified web chat api , webchatAppUrl,webchatServiceUrl,orgid,orgguid,orgname and cobrowse api along with the deployment key as per my Genesys org .The messenger deployment has co-browse enabled ) 

Regards

Garima

Hi Garima,

Firstly it's worth noting a new version of co-browse for voice is due hopefully in July/August. https://genesyscloud.ideas.aha.io/ideas/DIG-I-115

Current Model

When the agent is on the phone they can click the Screen Share button on the right and are then provided with the Security Key. This is spoken to the custmer (or you could have an agent SMS it with the URL) and the customer enters the number in the box on a browser page and click Share Your Screen.

You can use the link below to test.

https://developer.genesys.cloud/devapps/screen-share

 Hi Community ,

I have 2 queries on 'cobrowse for voice' and 'screenshare for voice' .

I see a co browse and screenshare with voice example at ::"https://developer.genesys.cloud/commdigital/digital/cobrowse/#co-browse-with-voice-example" ; and ::"https://developer.genesys.cloud/commdigital/digital/screenshare/#voice-to-screen-share" .But how will these files (after i have modified them with my org and deployment specific details ) will be invoked while an agent is in a voice call with the customer .
 

I think I am missing some important link here . Can someone who might have tested these 2 features , give a step-by-step process to test after I have created a basic example file ?

Thanks in advance ,

Garima

Hi Richard ,

I do see an error in logs for my deployment key at <script src="https://cobrowse.aps1.pure.cloud/cobrowse-jsapi-v1.js?deploymentKey=ef1a3ae2-a9d0-40cc-93e1-5a9a9783e6c5" type="text/javascript"></script>.. Which deployment key should i enter here(webchat v1.0's widget deployment key or cobrowse enabled messenger deployment) . I tried with both and i am getting same error for both.

Also , when you say , "It does not currently use the web messaging co-browse feature but that should be available soon for voice" , do you mean that only screenshare for voice is supported by Genesys at the moment ? 

Regards

Garima.

I would check the console logs in the browser and see if you are getting an error with deployment key or domains. It does not currently use the web messaging co-browse feature but that should be available soon for voice.

Thanks a lot Richard ! I was able to deploy and test screen share with voice option successfully.

I am now testing co browse with voice option but all it gives me is "waiting for sesssion to begin " . I am referiing to example given at : https://developer.genesys.cloud/commdigital/digital/cobrowse/#co-browse-with-voice-example . (i have modified web chat api , webchatAppUrl,webchatServiceUrl,orgid,orgguid,orgname and cobrowse api along with the deployment key as per my Genesys org .The messenger deployment has co-browse enabled ) 

Regards

Garima

Hi Garima,

Firstly it's worth noting a new version of co-browse for voice is due hopefully in July/August. https://genesyscloud.ideas.aha.io/ideas/DIG-I-115

Current Model

When the agent is on the phone they can click the Screen Share button on the right and are then provided with the Security Key. This is spoken to the custmer (or you could have an agent SMS it with the URL) and the customer enters the number in the box on a browser page and click Share Your Screen.

You can use the link below to test.

https://developer.genesys.cloud/devapps/screen-share

 Hi Community ,

I have 2 queries on 'cobrowse for voice' and 'screenshare for voice' .

I see a co browse and screenshare with voice example at ::"https://developer.genesys.cloud/commdigital/digital/cobrowse/#co-browse-with-voice-example" ; and ::"https://developer.genesys.cloud/commdigital/digital/screenshare/#voice-to-screen-share" .But how will these files (after i have modified them with my org and deployment specific details ) will be invoked while an agent is in a voice call with the customer .
 

I think I am missing some important link here . Can someone who might have tested these 2 features , give a step-by-step process to test after I have created a basic example file ?

Thanks in advance ,

Garima