Video chat is another type of client-operator interaction. Here you will learn:

Basic information

The video call feature allows the operator and client to initiate communication using audio and video equipment. The function is only available if the operator has a maximum of one conversation active.

If a client enters via the Videocall, CallBack or Invitation button, this function is automatically enabled. In the default setting, the client can see the operator and the client and operator can hear each other.

When the video call starts, the application prompts the client to allow browser access to the audio-visual equipment. Because the client often does not know where to allow access to the camera and microphone in the browser, we have added information about the status of these services directly in the operator environment. This way, not only the operator will get an immediate overview, but also the client will be informed that the browser does not have access to his audiovisual devices.

During the call, both the client and the operator can turn on/off the sound and video, or enlarge the video screen. The operator can take a screenshot of the client's screen - this is saved in the session files (tab Share). During a video call, all other features of the active chat can be used.

The video call can be ended at any time by both the operator and the client, and the session can be continued without it.

Upgrade chat to videochat

If the client enters via the chat button, the function can be enabled in the Call tab. After clicking the Call button, the camera output and control buttons will appear in the left column. Sound or video can be turned off/on and the screen can be enlarged to full screen if necessary. When the Call button is pressed, a prompt to start a video call will appear in the client chat. This can be accepted or declined.

Site settings in Google Chrome

To ensure a good user experience during an Audio/Video call, it is advisable to enable the following permissions for the domain on the operator side:

  • camera access (for video transmission)

  • microphone access (for audio transmission)

  • enable notifications (to display notifications of new messages from the client)

  • enabling audio notifications (automatic playback of the video stream without the need to manually click on the displayed "Play" icon, the so-called Auto-Play policy)

On the client side, it is advisable to obtain permission:

  • camera access (for video transmission)

  • microphone access (for audio transmission)

To access permissions in Google Chrome, click the "lock" icon next to the URL and click "Site Settings".

A/V device settings and video resolution settings

The operator has the ability to change the quality of the picture (video resolution) during the A/V call and can select the specific A/V device to be used. This is done by the "gear" icon that appears in the operator console, specifically in the upper left corner. The operator selects the specific microphone, headphones/speakers and last but not least the camera and the desired video resolution.

There are 3 options available for video resolution:

  • Default settings means native camera resolution, whithout the application specifying what resolution it wants. It depends on the hardware, the installed controllers and any other software that manipulates the camera (e. g. various applications from the device manufacturer).

  • High resolution represents 720p

  • Low resolution represents 360p

This settings affects the input data from the device that the application further processes and is ideal. The device may not support the resolution. In this case, the closest possible resolution supported by the device will be used.

The application uses WebRTC technology for video calls. This technology monitors not only the quality of the call participants' connection, but also the computing power of the A/V sender and determines the degree of video compression and its final resolution.

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