Appointments Introduction

Appointments feature, enables your organization to schedule video calls for your customers. Notification policy is quite flexible, and customer can join when he receives the last notification which will also contain the link which he has to use to join the call.

This feature is not available out-of-the-box as it requires some setup from the organization's administrator and/or CC manager, in order to configure the CC system to route incoming interactions to assigned agents.

Supported platforms

• Genesys cloud
• Talkdesk

User permissions

The policies regarding who can access and modify appointment information within the Auvious video conferencing platform can be found below.

Organizer

The Organizer is defined as the individual responsible for scheduling or creating the appointment. The organizer's permissions vary depending on the status of the appointment:

• Before the appointment begins:
  • The organizer has full visibility and editing capabilities for all appointment details.
• After the appointment has started:
  • The organizer retains full visibility of appointment details.
  • The organizer's ability to modify details becomes restricted. Modification is permitted only if the organizer actively participates in the session or if no agent has yet joined.

Agents

Agents' access rights depend on their designated role and actual involvement:

• Before the appointment begins:
  • The assigned agent has full access to view and modify appointment details.
  • Additional invited agents also have full access to view and modify appointment details.
• After the appointment has started:
  • Agents who have actively joined the video call can continue to view and modify the appointment details.
  • If no agent has joined yet, the originally assigned agent retains these privileges until another agent participates.

Supervisors

Supervisors have comprehensive access to view and modify appointments. However, certain fundamental business rules must be observed by all users, including supervisors, to maintain system integrity:

• Organizer immutability: Once an organizer is set, this assignment cannot be changed.
• Restrictions on reassignment and rescheduling: Once an appointment has commenced or concluded, reassignment and rescheduling are prohibited.
• Participant management: New participants cannot be added after the appointment has commenced or concluded, and existing participants cannot be removed after the appointment has started.

These guidelines uniformly apply to all roles to ensure consistency and reliability.

Customers

Customers invited to participate in appointments have access to view and join the sessions provided they possess valid appointment credentials or tokens.

Quick Reference Table for Permissions

Role	Before Appointment Starts	After Appointment Starts
Organizer	✅ View & Modify	✅ View-only (Modification permitted if joined or no agent joined yet)
Assigned Agent	✅ View & Modify	✅ View & Modify (until another agent joins)
Participating Agent	✅ View & Modify	✅ View & Modify
Supervisor	✅ View & Modify (subject to stated business rules)	✅ View & Modify (subject to stated business rules)
Customer	✅ View (with valid credentials or tokens)	✅ View (with valid credentials or tokens)

Defining the Start of an Appointment

An appointment is officially considered started when at least one participant or agent joins the scheduled video session.