Receiving calls

Call center operators can receive end-user calls and conduct the video verification process.

In Identomat's system, only users with the Call center operator role are responsible for receiving calls. When this role is enabled, a call toggle will appear at the top of the page. Activating this toggle allows the system to receive calls from end-users.

When an end-user initiates a call, an incoming call animation will appear, and the Call center operator will hear a ringing sound. After answering, the operator connects with the end-user and can begin the verification steps configured for that session.

If no Call Center Operator has the toggle active, incoming calls will not be received. Ensure at least one operator is available before end-users begin sessions with a video call step.

Call center operators may:

• Take live screenshots of the end-user.

• Fill out operator questionnaires during the session.

• Initiate KYC steps for the end-user.

For more details, see:

Video KYC

Learn how live video verification works, including the full operator and end-user flow, call controls, and compliance features.