Launch Default Video Call Service from Collaboration

The video calling option in Collaboration will now invoke the default video calling app of the device either Google Meet or FaceTime based on the operating system, instead of opening the video call within Collaboration itself.

This feature will be available for both Enterprise as well as Professional customers.

The video call option will be displayed only if the 'Allow initiation of video call' option is enabled for that user type under Configuration - > User Types - > General.

Screenshot of the new video calling feature in Collaboration, where the default video app (Google Meet or FaceTime) is launched based on the device's operating system.

The video call option will be available only in the following cases:

  • One-to-one chat
  • Help desk operator with a field resource using one-to-one chat or in a conference
  • Help desk operator with another help desk operator using one-to-one chat
  • From user info of a particular participant within the list of participants in a conference

Screenshot displaying the 'User Info' section, showing that the video call option is available in one-to-one chats, between help desk operators and field resources, between help desk operators, or from the user info of a participant in a conference.

Clicking on the video call icon on a one-to-one chat will open up Google Meet on non-iOS devices or FaceTime on iOS devices. On devices where the corresponding app is installed, it will open the installed app. If not installed, the app will be opened in the browser.

Screenshot showing the video call icon in a one-to-one chat. Clicking the icon opens Google Meet on non-iOS devices or FaceTime on iOS devices. If the app is installed, it launches; otherwise, it opens in the browser.

Screen capture showing the video call one-to-one chat interface.

NOTE: The video call option is not accessible to field resources when engaging with a help desk operator, either through one-to-one chat or via the user information in a conference. In this scenario, only the help desk user will have the capability to initiate a video call.

In iOS devices, in addition to all the cases listed, the video call option will be available only if either the phone number or the email ID of the other user is configured and registered with an Apple ID. If the phone number is configured, FaceTime will be invoked using that phone number. If not, then the configured email ID will be used when invoking FaceTime.

Business Benefit

  • Improve the stability and reliability of the system
  • Enable users to utilize all the capabilities of these video calling apps

Steps to Enable

Ensure the 'Allow initiation of video call' option is enabled for the required user type under Configuration - > User Types - > General.

Screenshot of the 'Collaboration' section showing the 'Allow initiation of video call' option enabled under Configuration > User Types > General.

Tips And Considerations

  • The capability is operational when both the caller and recipient have access to the same service (Google Meet or FaceTime) used for initiating the video call on the caller's device.
  • For iOS devices, the video call through FaceTime will be automatically initiated as long as either the phone number or email ID of the recipient is available in OFS.
  • For non-iOS devices, the Google Meet service will be launched by default. In this scenario, the caller will manually initiate the call once the app is launched.