Job Aid: Counselor Portal Video Call - training.rxoffice.us

Job Aid: Counselor Portal Video Call

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Video Call:

Video Call feature provides a new way to interact between stakeholders within the portal. If the Counselor

wishes to initiate or start a Video call, then they must access the case after they login to the RxOffice portal

and go to the Video Call Tab and click “Start Video Call” link as shown below.

Note: The Counselor needs to start and initiate the video call without which the homeowner will not be able

to join the video call.

Job Aid: The Homeowner Connect Quick Start Guide

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Counselor will need to proceed by clicking on “Continue to video call” button as shown in the screenshot.

Note: Counselor can use the toggle button to mute/unmute themselves.


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At this point in time, the Video Call session has been initiated and is awaiting the homeowner or Servicer or

Participants to join the video call.

Once other participants join the video conference will look like below.


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HomeOwnerConnect Portal/Homeowner view:

Homeowner will need to login to TheHomeOwnerConnect portal and go to the Video Call Tab and click Join as

shown below.

Additional options during Video call:

During the video call, the homeowner/Counselor have additional menu options such as:

➢ Mute: mute yourself during the video call

➢ Off Video: Switch off the video streaming from your camera.

➢ Share screen: Share your desktop to the counselor/homeowner.

➢ Chat: Use the chat feature to send real time messages to the counselor

➢ Leave: End the video call session with the counselor


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Scheduling a Video Call:

If the Counselor wishes to schedule a Video call on a specific day and time, then they must go on to the Video

Call Tab and click “Schedule Video Call” link as shown below.

The Counselor will need to fill in the details of the schedule as shown below by selecting the Category and click

Ok. Type, date, choose the Category as “Video Call” and click OK after which the appointment window opens

as shown in the screenshot.


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In the appointment window, the counselor will need to fill in the details as shown in the screenshot and click

Save to finish scheduling.

The appointment is now scheduled and is displayed on the calendar.


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Once scheduled, an email is sent to the homeowner informing them about the Video Call appointment as

shown below.

Also, an additional email is sent to the homeowner 15 mins prior to the Video Call reminding them about the

appointment as shown below.


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Generate Credentials for homeowner:

If the homeowner has no account in TheHomeownerConnect Portal, then they will have to create one

themselves by going to TheHomeOwnerConnect portal or the counselor can generate one for them by clicking

on the “Generate Credentials” link as shown below. This sends an email to the homeowner’s email ID with the

login credentials.


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FAQ:

1. Who schedules the video call?

a. The Counselor or the Mediator schedules the video call.

2. Who Starts/Initiates the video call?

a. The Counselor or the Mediator schedules/ Initiates the video call. Without initiating the call,

other stakeholders will not be able to join the Video Call.

3. Who are all the stakeholders who can use the Video Call functionality?

a. Mediator, Tenant, Landlord, Homeowner, Counselors are among the stakeholders who use our

Video call feature.

4. How many users can be involved in the Video Call?

a. Currently we support 5 concurrent users for a conference Video Call. We have plans to increase

this limit in the future.

5. Video Call functionality hung, what should I do?

a. Please verify you have working internet connection and good bandwidth. Then login back in

and click Join in the Video Call tab.

6. I am not able to start the Camera on my laptop. What do I need to do?

a. Make sure the browser privacy setting has the privilege to access the camera and mic. Also, do

verify your laptop privacy setting have the camera and mic enabled.

Support Info:

Users who need assistance from the counselor can go to the Message Tab and request assistance pertaining to their application.

Users who need assistance because of any technical difficulties using the portal then they can contact our support team at [email protected] for assistance.

mailto:[email protected]

Documents

Job Aid: Counselor Portal Video Call - training.rxoffice.us