Browser-Based Calls#
Novaza Live’s WebRTC feature lets agents and team members make and receive voice and video calls directly in the browser — no download, plugin, or physical phone hardware required. Calls are encrypted end-to-end and work on any modern desktop browser over a standard internet connection.
Prerequisites#
- A modern browser (Chrome 110+, Firefox 115+, Safari 16+, or Edge 110+)
- A microphone (required for voice calls)
- A webcam (required for video calls; optional for voice-only)
- The user’s role must include the Live: Calls permission in Novaza SSO
On first use, the browser will request microphone and camera permissions. These must be granted for calls to function.
Making a Call#
- Open Novaza Live in your browser and go to a call room.
- Grant microphone (and, for video, camera) permissions when prompted.
- Share the room link with the other participant, or join an existing room.
- The call connects over WebRTC once both participants are in the room.
Receiving Calls#
When an inbound call is routed to your agent queue and you are set to Online availability in Desk, a call notification pops up at the top of your screen with the caller’s name (if recognized) and phone number. Click Answer to connect or Decline to route the call to the next available agent.
Video Calls#
To start a video call, click the Video icon instead of the phone icon in the soft-phone panel, or upgrade an existing voice call to video by clicking Enable Video during the call. The other party will be prompted to enable their camera.
Video calls support up to 8 participants simultaneously. To add participants to an ongoing call, click Add Participant and search for a user or enter a phone number.
Call Controls#
During an active call:
| Control | Function |
|---|---|
| Mute | Silence your microphone without ending the call |
| Hold | Place the caller on hold (they hear hold music) |
| Transfer | Blind transfer or attended transfer to another agent or queue |
| Record | Start/stop call recording (requires the caller consent notice to be played first) |
| Keypad | Send DTMF tones (for navigating external IVR menus) |
| Notes | Open a note-taking panel to type during the call |
| End | Terminate the call |
Call Log#
All calls (inbound, outbound, missed) are stored in Live → Call Log. Each entry shows the caller/callee, direction, duration, recording link (if recorded), and the linked Desk conversation or Office record. The call log is searchable and exportable as CSV.
Planned: post-call transcripts with a searchable transcript link per entry (see the Novaza Live overview for the full roadmap).