With the SmartVideo Media Helper, video calls run in a dedicated SmartVideo window on your physical PC, completely outside Citrix. You still take, manage, and wrap up calls inside Genesys Cloud as always; only the media streams move to your local workstation. The SmartVideo window floats on top of other applications, ensuring you can see it clearly even when Citrix is in full-screen mode.
1. Before Your Shift: Open SmartVideo on Your PC
Note: Perform this setup directly on your physical computer, never inside the virtual desktop session.
- Launch Browser: Open Chrome or Edge on your computer and navigate to the SmartVideo link provided by your administrator (bookmark this page for quick daily access).
- Sign In: A Genesys Cloud sign-in window will open automatically. If it does not appear, click Sign in on the page and log in with your standard credentials.
- Enable Media Window: Click the yellow button titled "Click to enable sound and notifications" once. You will hear a short confirmation beep, and SmartVideo will transition into a compact, stay-on-top window. Leave that window open and drag it to a convenient corner of your screen.
- Grant Hardware Permissions: When prompted by your browser, click Allow for both camera and microphone access.
- Verify Hardware: Click the eye (preview) icon in the SmartVideo window to verify that your camera and microphone are functioning properly. The browser tab title should show "Signed in — waiting for calls".
Important: Do not close the underlying browser tab. It keeps the floating SmartVideo media window alive. Closing this tab terminates your video session, preventing incoming calls from connecting.
2. Work in Genesys Cloud as Usual
Open Citrix, log into Genesys Cloud as you normally do, and place yourself On Queue. Everything regarding your interactions remains identical: incoming call alerts, accepting conversations, and completing wrap-ups. The embedded SmartVideo panel inside Genesys Cloud will no longer appear; this is expected and intended.
3. When a Video Call Arrives
Accept Interaction: Accept the conversation alert inside Genesys Cloud (within Citrix) as usual.
- Call Connection: Your local PC will ring for several seconds and trigger a notification. The video call automatically establishes inside your floating SmartVideo window, giving you immediate access to customer video, your local camera feed, mute controls, camera toggles, screen sharing, and the disconnect button.
- Window Visibility: The SmartVideo window remains pinned above Citrix even in full screen. If it ever loses focus, click the desktop notification to bring it back to the front.
- End & Wrap-up: End the video call using the red disconnect button in SmartVideo, then finish your interaction wrap-up within Genesys Cloud.
Tip: Screen sharing from the SmartVideo window captures your physical PC desktop, allowing you to share your Citrix applications directly with the customer.
4. Troubleshooting Guide
| Symptom Observed | Recommended Action
|
|---|---|
| SmartVideo requests sign-in again, or page remains blank | Reload the browser page (press F5) and sign in before accepting your next scheduled or queue call. |
| No camera or microphone detected during preview | Click the lock/camera icon in the browser address bar and select Allow. Ensure other video tools (such as Microsoft Teams or Zoom) are fully closed, then refresh. |
| Call accepted in Genesys Cloud, but no video opens on PC | Check the SmartVideo tab title. If it does not display "Signed in — waiting for calls", re-authenticate via step 1. Transfer or end the disconnected call in Genesys. |
| No audible ring or notification upon call arrival | Verify that the yellow notification button was clicked at shift start. Ensure your physical PC speaker volume is turned up and not muted. |
| The small SmartVideo window disappeared | Click Keep on top in the main SmartVideo browser tab to restore the window. Avoid closing this window during an active interaction. |
| Customer cannot see or hear you | Check the mute and camera toggle states directly inside the floating SmartVideo window on your PC, not inside Citrix. |
5. Best Practice Guidelines
Single Session Only: Run only one SmartVideo browser tab. If you receive a warning that SmartVideo is already open elsewhere, close the duplicate tab.
- Run Locally: Never launch the SmartVideo URL inside Citrix; it must only execute in your physical PC's local browser.
- Prevent Tab Sleeping: To stop Chrome or Edge from sleeping the background helper tab, add videome.leadsecure.com under browser Performance / Memory Saver exemptions.
- Shift Termination: At the end of your shift, log off from Genesys Cloud inside Citrix, then close the SmartVideo browser tab on your PC.
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