DOC-9000-9238-Zoom Agent User Guide - SWS

Preface

This document serves as a comprehensive guide on how to launch and manage meetings using Zoom specifically tailored for agents operating within the SWS (Service Web System). It will detail the necessary requirements and procedural steps to ensure smooth meeting operation.

Requirements

• Meeting Link: Agents must have access to the recurring meeting room link, which can be obtained from the client trainer or through LiveXconnect.

• SWS Loading: Agents must be loaded into the SWS system in order to participate in meetings effectively.

• Version Information: This guide reflects the procedures as of December 21st, 2020, and is intended for SWS agents within LiveXchange Operations.

Launching the Zoom Meeting

Agents have two primary methods for entering the Zoom meeting room:

1. Launching via LiveXconnect: This method involves accessing the meeting link directly from LiveXconnect, the platform designated for agent operations.

2. Using Emailed Link: Agents can also launch the meeting by opening the emailed link sent to their official LiveXconnect email address.

Configuring Audio Options

Upon entering the meeting, agents will encounter the audio configuration menu with the following options:

• Audio Connection Options:

  • Agents have the choice between joining through a phone call to their VOIP number or using a USB headset with a microphone.

  • For consistency, check the box for "Automatically join audio by computer" if the same USB headset is used consistently.

• Audio Setup Process:

  • The Speaker Selection: Choose the appropriate speaker device from the dropdown menu. A test sound will confirm the correct device is selected.

  • The Microphone Configuration: Select the microphone from the dropdown list, say something to test, and ensure the audio is being captured correctly.

  • Final Audio Confirmation: If both tests are successful, click on "Join with Computer Audio" to complete the audio setup.

Zoom Meeting Screen Interface

Once in the meeting, agents will see a variety of options for interaction:

• Participants Menu: Displays the list of individuals actively participating in the meeting.

• Chat Feature: Allows for written communication amongst participants, with capabilities for file sharing.

• Screen Sharing: Enables agents to share their screen or specific applications with all meeting participants.

• Breakout Rooms: Offers functionality to create, manage, and assign participants to separate groups for more focused discussions.

• End Meeting Option: Agents can end the breakout sessions or leave the overall meeting when needed.

Sharing Screens

To present content during the meeting, agents will use the screen sharing feature:

• Initiating Screen Share: Click the green "Screen Share" button, select the desired display, and then click "Share" in the bottom-right corner.

• Sharing Audio: If audio accompaniment (like videos) is required, click on "Share Sound" before selecting "Share".

• Post-Share Controls: When screen sharing, a control menu will appear at the top of the screen with options mirroring those on the meeting interface.

• Ending Screen Share: Click the red "Stop Share" button to revert back to the meeting space.

Ending the Meeting / Breakout Room

When concluding the session, agents should follow these steps:

• Click on the red "End" button to open the exit menu.

• If in a breakout room, select "Leave Breakout Room" to return to the main meeting before concluding.

• To exit the overall meeting, select the "Leave Meeting" option.