Note: As of Aug 19, 2019, video on hold is no longer available, although existing video on hold users can continue to use the feature.

ACD Queues are useful tools for distributing incoming calls among a group of agents and ensuring that no call ends up in a voice mailbox. If all agents are on calls, additional calls get placed in a queue until another agent becomes available.  

Typically, callers waiting in the queue hear music or custom announcements. However, since OnSIP queues are video call-capable, they also allow callers that video call into your queue to watch a YouTube video while they are waiting. It’s simple to set up.

The Queue Video on Hold feature works in conjunction with OnSIP InstaCall, a WebRTC based button that you place on your website, and allows visitors to voice or video call your company through their Internet browser. InstaCall calls are completely free for both your company and the caller, secure, and do not route over the PSTN (Public Switched Telephone Network), so they are a great way to interact with your visitors.  You don't even need to use a phone!  

People who video call your queue using the OnSIP app will also be able to see these videos while they are waiting.

Please note, InstaCall utilizes the latest WebRTC technology, which is currently only supported by Chrome, Firefox, and Opera browsers.

Queue Video on Hold is available in both Simple Queues and Enhanced Queues at no additional cost.

Create an ACD Queue with Video Capability

1. Have the account administrator log into the OnSIP Admin Portal at https://admin.onsip.com/
2. Select the Apps tab on the left-side menu, then the "Create New Apps" link.
3. Select the ACD Queue icon, then the "Create a New ACD Queue" button.
4. Fill out the configuration options for the queue (for more information on setting up a queue, please see this Knowledgebase article).

To set up the Queue Video on Hold feature, select the "Show" link next to the Advanced section - more options will appear.

• In YouTube, locate the video you wish to use.

• Copy the entire URL of the video, and paste it in the Queue Video URL field.

• If you wish to Start or End the video at a specific time, enter those times in the Custom Start Time and Custom End Time fields (i.e., 0:01:50).  Leaving both fields as “0:00:00” will play the entire video from start to finish.

• Check the Loop Queue Video checkbox if you want the video to replay once it finishes playing the first time.

• ***Please note if you select a Custom Start Time, looping the video will start the video over from the beginning, and not your Custom Start Time.

Once the configuration options for your queue have been set, select the "Save" link in the lower right corner.

Create an InstaCall Button

1. Select the Apps tab on the left-side menu, then the "Create New Apps" link.
2. Select the InstaCall icon, and then the "Create a New InstaCall" button.
3. Fill out the configuration options for the InstaCall button (for more information on setting up InstaCall, please see this Knowledgebase article).

• Ensure that the Enable Video checkbox is checked, and that the destination of the InstaCall is set to the video-enabled queue that you just created.

Once all options have been set, click the "Save" link in the lower right corner.

When the InstaCall has been created, select it by clicking on its name in the Name column. You will then see HTML code in the Button Code box. Copy the entire code and give it to your website administrator.  Add the code to any page of your website that you wish to place the InstaCall button on.

As website visitors click on that button, they will be presented with an option of making a voice or video call to the queue that you just created.  If visitors make a video call, they will be able to watch the YouTube video that you chose while they are waiting for an agent to answer the call.

We recommend that you test out the Queue Video on Hold feature once you have set up your queue and InstaCall button, to ensure that the video plays successfully while callers are waiting.  Place a test video call using the InstaCall button and do not have any of your agents answer the call- you should see the YouTube video playing while you wait.

Modifying Queue Video on Hold

You can modify Queue Video on Hold options at any time.

1. In the Apps tab, select the queue by clicking on its name in the Name column.
2. In the ACD Queue Details box, select the "Modify" link at the lower right corner.
3. Copy and paste a new YouTube video URL in the Queue Video URL field, and change the start and end times if you wish.

Once done, select the "Save" link in the lower right corner.  Changes to Queue Video on Hold will immediately occur.

 

Created July 2015